Customer Experience Representative

Nesco Resource is in search of a Customer Experience Representative to join out client's team at their Milford, CT location.

SUMMARY / OBJECTIVE :

To achieve company awareness, establish and build strong client relationships with an assigned account base and provide assistance to the field sales representatives and internal personnel.

The Customer Experience Representative (CER) plays a critical role and has the primary responsibility of reviewing orders for accuracy, coordinating order entry activities and providing necessary information to various internal departments to ensure excellent customer experiences.

ESSENTIAL FUNCTIONS :

• Promote company services to new and existing assigned customers.
• Assist field sales and internal personnel.
• Handle day to day activities of assigned account list and serve as the liaison between customer, quality, engineering and manufacturing departments.
• Generate quotes, coordinate order entry and communicate order requirements to appropriate personnel.
• Work to expedite orders to assure product is delivered on time for customers need.
• Establish and build strong client relationships with category buyers that allow for sales increases and rapid resolution of customer issues to ensure a positive scorecard
• Performs customer service and account maintenance duties for customers including scorecard and portal management.
• Review orders for accuracy, coordinate order entry activity, and provide necessary information to various internal departments and external customers and sales organizations.
• Coordinate customer quote activity within the organization and maintain CRM database.
• Prepare and present customer quotations and proposals either directly to customers or in conjunction with field sales representatives.
• Monitor account activity, analyze overall account performance, and provide sales forecasts.
• Occasional travel to customer locations may be required (+ / -10%).
• Work with SVP of Sales, Marketing and Customer Experience Manager to analyze customer data to find the most efficient prospecting and sales methods.
• Manage CRM and meet all requirements for effective data management.
• Manage customer data within company systems including ERP & CRM systems.
• Travel Requirement : Approximately 10% as needed for the position within customer base.

COMPETENCIES : Core abilities and competencies required for success as an CER

• Curiosity, Competitive, Collaborative, Coachable
• Knowledge of technical and mechanical aspects of products and services
• Knowledge of pricing strategies and negotiation techniques
• Proficient in MS Office, CRM, Teams
• Excellent communication skills both virtually and in person
• Excellent organizational abilities to work effectively on multiple projects in parallel
• Problem-solving aptitude and ability to think on your feet a must
• Knowledge of factory production and engineered solutions a plus
• Previous business and sales experience in manufacturing environment preferable

REQUIRED EXPERIENCE / EDUCATION :

• 5+ years customer service with BS / BA in a related field preferred.
• Proven experience in customer service related field with strong "customer first emphasis.

ADDITIONAL INFORMATION :

• Direct hire with benefits
• 1st shift, Monday Friday, 8am 5pm
• Salary range : up to $60K

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.