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Eden Prairie

    Customer Service Rep - Eden Prairie, United States - Tennant Coatings, Inc.

    Tennant Coatings, Inc.
    Tennant Coatings, Inc. Eden Prairie, United States

    1 week ago

    Default job background
    Description

    Manage a high volume of incoming phone and electronic requests/inquiries for parts, service and product information from internal and external customers in an accurate and efficient manner

    Field requests from a diverse customer base to include government, end-users, distributors, nationwide Fortune 500 busiensses, internal sales and service representatives

    Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality and customer satisfaction

    Understand Tennant products and service to expertly advise customer of all required purchase order information

    Effectively own and manage daily open orders, billing blocks, and service notification reports

    Adhere to all documented procedures related to orders, quotes and service inquiries

    Effectively resolve customer inquiries, quote, order and general requests, while balancing customer and company needs. Responsibilities to include:

    High school diploma or equivalent plus one year experience in a customer contact center environment

    SAP or ERP systems and Cisco soft phone experience preferred

    **REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:** In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position: + Garners information from customers to identify their needs

    + Addresses customers inquiry by involving appropriate resources

    + Provides detailed information concerning customer inquiries and requests

    + Responds effectively to the needs of a diverse customer base, while providing exemplary customer service

    + Uses strong problem solving and critical thinking skills to ensure the needs of the customers are fulfilled

    + Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests

    + Understands when to engage second tier support to efficiently and effectively resolve time sensitive customer needs

    + Demonstrates prioritization skills in order to accomodate emerging needs, able to adapt his/her approach as business requirements change

    Customer Advocacy:

    Communication and Execution:

    + Listens, communicates clearly, concisely and professionally

    + Writes with accuracy, simplicity and professionalism

    + Ensures work is completed according to department guidelines and expectations

    + Demonstates strong self-accountability through execution of policies and procedures

    Data Management:

    + Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail

    + Consistent follow up on open inquiries to ensure timely resolution

    + Documentation of all customer impacting information relating to inquiries and requests

    Problem Analysis and Resolution

    Strong attendance and punctuality

    Proficiency with Microsoft Outlook

    Intermediate keyboard skills

    Experience in working in a multi application and dual monitor environment

    **Job Segment:** Customer Service Representative, ERP, SAP, Customer Service, Sales, Technology

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