Industrial Customer Experience & Support Specialist

E & R Industrial; Hanover (MD); On-site; USD 36,000 - 48,000; Full time

Job summary

E & R Industrial in Hanover, MD is seeking an Industrial Customer Service Representative to connect clients with innovative solutions and excellent service. The role involves end-to-end support for specialized customers, field specialists, and account managers, with training in PA before settling in Hanover.

You will handle orders, quotes, and customer inquiries across email, phone, and chat. The position emphasizes relationship-building, problem-solving, and opportunities for sales growth, with

Qualifications

• Minimum of 1 year of customer service experience.
• Experience or knowledge in cutting tools, metalworking, machining, or related industrial industries is strongly preferred.
• Experience with building customer relationships by responding to a high volume of inbound phone calls.
• Experience working with customers and Sales team members daily.
• Experience in identifying and recommending opportunities to strengthen our team, processes, and customer relationships.
• Experience with resolving customers’ challenges by using all resources for account selection, product identification, order placement, and order management.
• Experience with resolving pricing, invoicing discrepancies, applying credit, and implementing return procedures.

Responsibilities

• Work in a fast-paced multi-channel environment (including but not limited to e-mails, phone calls, chat), following assigned work schedule.
• Interact with various teams across E&R Industrial to effectively resolve customer issues in a timely manner.
• Make empowered decisions and resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity.
• Drive customer retention and contribute to sales growth through exceptional customer service and personalized interactions.
• Identify, evaluate, and promptly communicate customer trends and opportunities to leadership.
• Provide comprehensive information about E&R Industrial's products, services, and company policies to assist customers effectively.
• Assist customers with order placement, tracking, and returns, ensuring a streamlined and positive experience.
• Demonstrate active listening to understand and address customer complaints or concerns, aiming to identify and resolve the root cause.
• Maintain department performance standards and goals, with a strong understanding of policies and procedures to support compliance.
• Adapt quickly to changing business needs while maintaining a positive attitude and professionalism in all interactions.

Skills

Customer service

Communication skills

Problem solving

CRM software

Multi-channel support

Tools

CRM software

Order management systems

Job description

E & R Industrial in Hanover, MD is seeking an Industrial Customer Service Representative to connect clients with innovative solutions and excellent service. The role involves end-to-end support for specialized customers, field specialists, and account managers, with training in PA before settling in Hanover.

You will handle orders, quotes, and customer inquiries across email, phone, and chat. The position emphasizes relationship-building, problem-solving, and opportunities for sales growth, with