Inside Sales - Customer Experience Generalist

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

Overview

Join our dynamic team as an Industrial Customer Service Representative, where you'll be the vital link connecting our clients with innovative solutions and exceptional service. This energetic role offers the opportunity to deliver exceptional service extending “end-to-end” support and service to specialized customers, field specialists, and account managers. Routinely probe to uncover support needs, identifying solutions, enter quotes/orders, follow up on open information requests, and seek ways to add value while creating a remarkable experience for both internal/external customers. Your primary objective will be to deepen the relationship with E&R Industrial customers and drive loyalty and sales by providing a seamless and satisfactory customer experience through efficient communication and problem-solving skills.

Important Training Requirement

The permanent location for this position is Hanover, MD. However, the first 90 days of training will be conducted in person at our Trainer, PA branch. Candidates must be willing and able to travel to the Trainer, PA location throughout the initial 90-day training period.

Following completion of the initial training period, the position will be based out of our Hanover, MD location

Duties

• 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.

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.

Join us as an Industrial Customer Service Representative where your enthusiasm for client success meets your expertise in project management and CRM systems! Be part of a forward-thinking organization that values your contributions—helping us deliver outstanding service while advancing your career in a vibrant industry!

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.