CSR - Customer Service Representative

General Equipment Company has a job opportunity for you! Join us as an Customer Service Representative at our Owatonna, MN facility. We are a company that is straightforward, honest, tenacious in approach, innovative and we make the best product on the planet. We live by example and stand behind what we say and do!

WHAT’S IN IT FOR YOU?

• Annual pay increases based on company & individual performance
• Professional and Leadership Development – committing to building generation Leaders!
• Paid holidays
• PTO (Paid Time Off) - 96 hours/12, 8-hour days annually
• 401(k) with Company Match of 50% up to 6%
• Health Insurance – company covers 75% of insurance premiums for immediate family members.
• Available Dental and Vision Insurance
• Employee Assistance Program
• Health Savings Account
• Flex Spending Account
• Company paid Life Insurance
• Available short-term disability
• Long-term disability - company covers 100% of insurance premiums
• Tuition reimbursement program

COMPANY OVERVIEW

General Equipment Company is a small, privately owned, industry-leading manufacturer of light construction equipment for rental, utility, municipal and general construction markets. We’ve been in business for over 60 years making the most respected line of portable and mobile hole digging equipment available to the construction marketplace, most complete line of confined space and general ventilation products and the most innovative and productive line of surface preparation equipment.

POSITION SUMMARY

Under the guidance of the Sales Director, the Customer Service Representative is responsible for leading and guiding the customer service activities while providing the best possible customer satisfaction. The Customer Service Representative will assist in directing the actual distribution or movement of a product or service to the customer, coordinate sales distribution by assisting in establishing sales territories, quotas and goals and assisting in establishing training programs for sales representatives, regularly assist with the analysis of sales statistics collected by staff in forecasting sales potential, meeting and/or exceeding inventory requirements, monitoring the preferences of customers and provide technical support activities for General light construction equipment.

ESSENTIAL FUNCTIONS:

SALES LEADERSHIP SUPPORT:

• Fully grasp the strategy, vision, and expansion model of the organization through a comprehensive understanding of General Equipment’s business and maintaining awareness to effectively and consistently enforce organizational policies and best practice procedures.
• Support the general direction, initiatives, and specific final decision of the Leadership Team in every aspect of the business.
• Partner with the National Sales Manager/Marketing Manager/President, develop effective sales and marketing strategies and practices, procedures and strategies, pricing and product and service offerings to acquire new clients.
• Participate in appropriate cross-training positions both as necessary and as requested by the National Sales Manager/President to ensure that the workflow is uninterrupted in sales leadership absence.

SALES TEAM SUPPORT:

• Generate goodwill for the organization and its management among staff, clients, suppliers, referral sources, regulatory bodies, the general community, and others pertinent to the business and demonstrate a strong commitment to client service and service excellence.
• Assist the sales team to gather marketing trends, competitive products and pricing and compile data and inform the Management Team of pertinent information.
• Provide input to members of the sales team in preparing quotes, pricing, terms of sales, delivery dates, to customer’s specifications with revenue and gross margin rates consistent with General Equipment’s forecast and budget.
• Effectively partner with the sales team by accurately entering and tracking sales leads and update the Management Team on the status of all sales opportunities.
• Collaborate with department heads to help plan advertising services, secure information on customer required specifications; participate in the development and creation of flyers and presentation materials for tradeshows as necessary to communicate market specifications on products and services.
• Attend trade shows to represent General Equipment’s products and services and outside training as deemed appropriate for the position.

CUSTOMER/ORDER SUPPORT:

• Assist in the actual distribution or movement of a product or service to the customer.
• Coordinate sales distribution by quotas and goals and establishing training programs for sales representatives.
• Provide market analysis of General Equipment’s products and services, sales statistics to determine sales potential and inventory requirements and the preferences of customers.
• Collection and analysis of sales history figures to aid in projecting future product requirements.
• Collaborate with the Sales Team members in establishing and maintaining export sales compliance and license documentation requirements.
• Respond to and answer customer service calls from customers and sales representatives in a timely, respectful manner.
• Process returned goods and warranty documents prior to releasing data to accounting for payment disposition.
• Demonstrate General Equipment’s products and services and provide assistance in the best application of the product.
• Educate prospects on products and services and manage their objectives and expectations.
• Maintain regular contact with existing customers and follow up on the customers’ requests and concerns.
• Prepare correspondence, reports and databases to meet necessary deadlines using available computer applications to include ERP and client database system, maintenance and organization of up-to-date files (both electronic and hard copy) and treat information acquired in course of work confidentially and responsibly.
• Attain a functional level of product knowledge and expertise to allow for supporting technical support requests from the customer base.

GENERAL WORK:

• Effectively balance stress of multiple projects, conflicting priorities, substantial workload, environmental ambiguity and changing plans through self-management and productive communication with the National Sales Manager/Marketing Manager/President regarding needs for support.
• Regular, consistent, and punctual attendance is an essential requirement of this position.
• Perform all other duties and responsibilities as needed or directed by the National Sales Manager/Marketing Manager/President.

SKILLS, QUALIFICATIONS AND REQUIREMENTS:

• Working knowledge of customer service management, sales/marketing, business administration, supervisory and interpersonal and persuasive communication theory, and application.
• Knowledge of principles and methods for showing, promoting, and selling products or services to include marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
• Understanding of the light construction equipment industry and specifically that of the direct competition and its applicable products.
• Mastery of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Demonstrated skill and proficiency with Windows-based computer applications (specifically Word, Power Point, Outlook, and Excel Software), other industry-related software applications and office equipment, and the willingness to learn new applications and equipment.
• Desire to gain a functional understanding and skill level of the company ERP System to allow proper and productive navigation/execution of the critical job function.
• Excellent conceptual thinking skills and the ability to identify and analyze complex and sensitive issues, problems, conflicts, use independent judgment to make decisions, and to recommend and implement solutions.
• Successfully plan, organize, prioritize, and accurately follow through on work activities with time constraints and interruptions to meet deadlines as well as to work independently with a minimum amount of direction and/or supervision.
• Demonstrate professionalism and composure by being flexible, resilient, calm, maintaining a sense of humor and to regularly presenting a well-groomed, professional image. Ability to exhibit desirable and appropriate behavior including integrity, industriousness, sense of urgency and confidentiality and independent judgment to provide for a cohesive working environment dedicated to achieving the organization’s goals.
• Work effectively and respectfully with staff, managers, executives, and others with a variety of working styles to achieve accountability and results using authority and influence sensitively to garner cooperation and maintain service excellence.
• Effectively and efficiently balance stress of multiple projects, conflicting priorities, substantial workload, environmental ambiguity and changing plans through self-management and productive communication with the supervisor and management team.
• Active listening skills with the ability to understand a customer’s end goal, confirm the need and work to make it a reality.
• Ability to listen and communicate clearly, fluently, diplomatically, and persuasively both orally and in writing of the English language.
• Excellent at building and maintaining interpersonal relationships with management, staff, and clients.
• Highly organized and accountable with strong time management skills and customer service orientation.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in sales, marketing, business administration or a related field is preferred.
• Five years of progressively responsible customer service/sales management experience.
• Strongly prefer candidates with experience working in an automotive warehouse and/or any automotive/industrial parts dealership who has attained positive customer service experience along with effective mechanical knowledge/aptitude.

GENERAL EQUIPMENT IS AN EQUAL OPPORTUNITY EMPLOYER

DIVERSITY AND INCLUSION:

As part of our core values, we believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day. Race, gender, ethnicity, country of origin, age, personal style, sexual orientation, physical ability, religion, life experiences and many more factors contribute to this diversity.

We take ongoing action to improve the diversity of our workforce by:

• Ensuring leadership involvement and ownership
• Attracting and retaining diverse talent at all levels
• Professional and leadership development of talent at all levels
• Fostering an aware, inclusive culture
• Ensuring our practices are fair and non-discriminatory

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Owatonna, MN: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Required)

Work Location: In person

Salary : $60,000