Customer Service/Sales Team Leader

The Bradbury Group is recognized around the world as the leader in steel quality roll forming solutions. Marion Die & Fixture, a division of the Bradbury Group, manufactures a wide range of custom dies and fixtures for metal-forming applications. Marion engineers work closely with the other Bradbury Group companies and their customers to design the tools that turn concepts into finished products.

SUMMARY

Answer customer inquiries, recommend products, handle objections, close sales deals, and maintain accurate records. Additionally, provide technical support by responding to customer issues, diagnosing and troubleshooting technical problems, documenting customer interactions, and collaborating with cross-functional teams for product improvement.

HOURS

8:00 am - 5:00 pm M-F

LOCATION

Marion, KS

ESSENTIAL FUNCTIONS

• Customer Service:
  • Answer customer inquiries politely and professionally via phone, email, or chat.
  • Recommend products and services that suit customer needs and preferences.
  • Explain and demonstrate product features and benefits.
  • Handle customer objections and concerns, and offer solutions or alternatives.
  • Close sales deals and process orders, payments, and deliveries.
  • Follow up with customers to ensure satisfaction and loyalty.
  • Solicit and use customer feedback and reviews to improve service quality.
  • Identify and generate new sales opportunities through referrals, networking, and cold calling.
  • Meet or exceed sales targets and performance metrics.
  • Maintain accurate records of customer interactions, transactions, and sales.
• Technical Support:
  • Respond to customer issues related to products, services, or technical difficulties via various communication channels.
  • Provide clear explanations of technical concepts to customers.
  • Diagnose and troubleshoot technical problems reported by customers.
  • Escalate complex technical issues to higher-level support or relevant departments, if necessary, and follow up on resolutions.
  • Maintain a friendly and professional demeanor while interacting with customers.
  • Empathize with customers' frustrations and concerns, showing patience and understanding.
  • Document customer interactions, including technical details, troubleshooting steps, and resolutions, in the customer database.
  • Contribute to the creation of knowledge base articles or FAQs for common technical inquiries.
  • Maintain up-to-date knowledge of products, services, and technical specifications.
  • Stay informed about product updates, changes, and new features.
  • Identify trends and recurring technical issues, suggesting process improvements to prevent or minimize similar problems in the future.
  • Collaborate with cross-functional teams to communicate customer feedback and technical insights for product enhancement.

EDUCATION/TRAINING REQUIRED/PREFERRED

• Prefer formal industrial-related training - machining, electrical, mechanical, fluid power, controls, and/or industrial machine maintenance.
• Prefer previous leadership experience in a manufacturing customer service environment.

BENEFITS

• Competitive salary with annual performance evaluations
• Health Insurance
  • Health, dental, vision, and prescription drug insurance
  • No Waiting Period
  • Coverage starts on the first of the next month following day 1 of employment
• Company-Paid Life Insurance
• Roth & 401(k) Company Match
• PTO
  • All new hires start with 80 hours of PTO on Day 1
• Paid Holidays
• Safety Shoe Allowance of $150/yr
• Tuition Reimbursement
• Reduced Fee Child Care at Cradle to Crayons in Moundridge