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Position Summary
The Customer Service Consultant (CSC) is charged with the customer’s overall satisfaction with Cold Jet products and services. The CSC is responsible for efficiently and professionally serving customer needs, proactively building customer relationships and growing the revenue in the region.
The Customer Service Consultant will provide on-site installation, service and troubleshooting support with Cold Jet equipment at customer facilities throughout their assigned territory. The CSC will add value with customers by training customers how to optimize their cleaning and surface preparation applications by best using the Cold Jet equipment. This includes suggesting other Cold Jet products, parts, and services for the customer to use in their cleaning and surface preparation processes.
Along with other roles and responsibilities, this role requires an individual who will constantly challenge the status quo and look for ways to innovate products and processes to drive value to our customers.
Position Responsibilities
- Be a Resource to Customers and Support the Regional Sales Manager
- Responsible for achieving Parts and Service Sales Goals within the Assigned Territory.
- Sell consultatively while making recommendations to existing customers and prospects of various Cold Jet solutions
- Assist the Regional Sales Manager with Onsite Sales Presentations and Demonstrations within the Assigned Territory
- Work effectively with the Regional Sales Manager to service customers and grow the territory.
- Overnight Travel of approximately 50% or more depending on company needs.
- Identify opportunities for additional machine sales, conduct product demonstrations and produce quotations for consideration from the customer
- Proactively schedule Preventative Maintenance Inspections for existing customer base inside assigned territory
- Troubleshoot and perform basic equipment maintenance, minor repairs and upgrades at the customers site and support major repairs at the CJLA Service Center.
- “Own” customer requests and issues, including the completion of warranty work. Follow-up with customers to ensure 100% satisfaction
- Maintain customer and sales data in Epicor, CONNECT and in CRM system, both as a selling tool and as a means of gathering information used by sales management and marketing to strategically grow the business
- Handle all company business in the best interest of both the customer and Cold Jet by creating value and providing win-win solutions
- Develop a database of qualified leads through referrals, telephone canvassing, cold calls, direct mail, emails, and networking
- Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs
- Listen to, understand, and comprehend customer needs, issues, or problems with empathy and satisfy customers with the best solutions
- While communicating with customers, look for opportunities to propose solutions for them such as additional spare parts, accessories, Cold Jet CONNECT, spare part kits, equipment refurbishing, short term rentals etc.
- Maintain company vehicle, assigned equipment and parts inventory for product demonstrations, sale and repairs
Other Responsibilities
- Participate as a team member in the development of Cold Jet’s sales and marketing infrastructure and strategy and such other activities as required and assigned to help the company overall
- Represent yourself and the Company professionally
Position Requirements
Education and Experience
- Three years of experience successfully selling industrial goods in a business-to-business environment.
- Undergraduate or technical degree within a business or engineering discipline is preferred.
- Basic mechanical and electrical experience required.
Skill Competencies
- Able to communicate at all levels within an organization and engage others in conversation, relate, and persuade.
- Able to prioritize responsibilities and manage time independently.
- Strong analytical skills and effectively applies technical and logical methodologies to solve problems.
- Customer service skills that demonstrate a commitment to customer satisfaction and garnering customer loyalty.
- Technically savvy with the ability to learn, discuss, and repair products on a technical level.
- Able to work both independently and in a team environment.
- Demonstrated computer proficiency with MS Office Suite, especially Excel, and CRM applications.
- Must have a full driving license and be able to drive a company van.
General Information
Reports to: Managing Director CJLA
FLSA:Exempt
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Machinery Manufacturing
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