Customer Care Representative

The customer care representatives are problem solvers for our customers. This internal sales role involves telephone support for customers of Sure Controls, interacting with customers to facilitate prompt, friendly response to technical product inquiries and placement of product orders.

ESSENTIAL DUTIES and RESPONSIBILITIES:

· Convert obsolete, damaged or OEM parts to core Sure Controls suppliers

· Enter customer orders and quotes into Microsoft Great Plains Dynamics

· Work with procurement department to ensure timely delivery of customer goods

· Model desired behaviors for culture and values of Sure Controls

· Adhere to all best practices to be the best possible internal customer to your internal suppliers

· Actively participate in performance management and individual development processes

· Build and grow customer relationships

· Promptly respond to customer needs with value-added solutions and solution alternatives that enable customer success

· Follow up on open opportunities to increase wins

· Support teammates / Have their back!

· Continuously work to improve process and systems for customer benefit

· Keep CRM current for all relevant work

· Execute all administrative reporting on time

· Other duties as assigned

*An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

COMPETENCIES:

Cognitive Skills:

• Interpretation of written and verbal information
• Working Memory – Ability to recall stored, visual images or verbal information.
• Decision Making – Gathering facts, analysis and producing a final choice.
• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully, develops alternative solutions and works well individually and in group problem solving situations.

Business Acumen:

· Basic Financial Knowledge and Mathematical Abilities (Markup, Margin, Discounts)

· Business Professional Writing Skills

Leadership:

· Foster Open Communications

· Meet Customer Needs

· Promote Teamwork

· Think Creatively

· Show Drive and Initiative

· Excellent Time Management Skills

· Emotional Intelligence

Functional Technical Skills

· Customer telephone dialog skills

· Possesses the technical product knowledge of Sure Controls products and services and customer processes of industrial automation, motion, and thermal process systems.

· Ability to apply solutions to customer problems (application)

· Technical competence on products and solutions

· Developed understanding of electricity and control systems.

· Mechanical aptitude

· Computing (software and hardware skills) (MS)

· Provide pre and post-sales support to customers via phone and email support

MINIMUM QUALIFICATIONS:

Education: High school diploma

Experience and/or Training: 1year related experience and/or training; or equivalent combination of education and experience. Account Management & Customer Support experience required. Strong Communication skills (listening, questioning, speaking) on technical products, Time Management skills. Able to provide customer technical phone support, new application development and support and assist configurations and repairs as needed.

Licenses/Certificates: N/A

Technology/Equipment:Computing/Software Skills and Microsoft Office Suite.

PREFERRED QUALIFICATIONS:

Education Associates orBA/BS Degree

Experience and/or Training 3 years related experience and/or training; or equivalent combination of education and experience. Account Management & Customer Support experience required. Strong Communication skills (listening, questioning, speaking) on technical products, Time Management skills. Knowledge of discreet process controls (Eurotherm, RKC, etc.), variable frequency drives, pressure indication and instrumentation, industrial communication protocols, Eurotherm recorder products, power products, and other components used in thermal process industry (heaters, sensors, transmitters). Able to provide customer technical phone support, new application development and support and assist configurations and repairs as needed.

Licenses/Certificates: N/A

Technology/Equipment: Computing/Software Skills including Microsoft Great Plains Dynamics and Microsoft Office Suite.

PHYSICAL AND MENTAL DEMANDS:

Sit or stand for extended periods of time.

Speak and hear communications.

Occasionally lift or move up to 50 pounds.

WORKING ENVIRONMENT:

The noise level in the work environment is from moderate to loud. Occasional remote work is available for this position.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Hybrid work
• Office

Work Location: Hybrid remote in Greenville, WI 54942