Customer Success & Solutions Specialist

Applied Industrial Technologies; Duluth (MN); On-site; USD 42,000 - 60,000; Full time

Job summary

Applied Industrial Technologies is seeking a Customer Sales & Service Representative (CSSR) to build and maintain profitable customer relationships, take ownership of each contact, and ensure customer requirements are met while supporting company goals.

The CSSR handles inquiries via phone, email, fax, EDI, or in person; sources profitable products, tracks orders and quotes, and communicates issues to management to improve delivery and customer satisfaction.

Responsibilities

• Professionally handle requests from customers to ensure that issues are resolved promptly and thoroughly.
• Requests are received via phone, email, fax, EDI, walk in customers and as communicated by Applied sales associates.
• Recommend and source the most profitable products, utilizing internal inventory first, supplier inventory as an alternate option, to meet or improve upon the customer required dates.
• Proactive review of open customer orders and pending quotes to ensure on time responses shipments, and conversion of quotes to orders.
• Communicate disruptions in service levels, approval requests, corrective actions needed, customer feedback and preventative actions to Service Center management.
• Maintain a balance between company policy and customer benefit in decision making.
• Handles issues in the best interest of both Applied and Customers.
• Maximize profit by working with suppliers to gain additional chargebacks, recommending the most profitable product offerings.
• Support pricing and margin improvement efforts by communicating opportunities with management, adopt and utilize methods that will reduce overrides, promote most profitable options to our customers, and recover freight expenses.
• Gain and utilize product knowledge and expertise to assist customers with product selections and coordinate supplier engineering support to drive the sales process.
• Responsible for personal investment in gaining proficiency in our systems, product training, adoption of company initiatives and tools and overall continuous career development.
• Continuously identify and evaluate process improvements that positively impact the Customer’s experience by using Customer Feedback, Supplier Nonconformance, and On Time and Error Free forms and metrics.
• Perform warehouse functions including pulling and packing product, receiving, cycle counting, stock put away and delivery of product.
• Provides emergency and after hours services as scheduled.
• Provide backup support to other associates within the Service Center as necessary along with necessary along with other duties assigned by management

Job description

Applied Industrial Technologies is seeking a Customer Sales & Service Representative (CSSR) to build and maintain profitable customer relationships, take ownership of each contact, and ensure customer requirements are met while supporting company goals.

The CSSR handles inquiries via phone, email, fax, EDI, or in person; sources profitable products, tracks orders and quotes, and communicates issues to management to improve delivery and customer satisfaction.