Will Call Counter Service

Will Call Counter Service

Department: Customer Relations

Employment Type: Full Time

Location: US - Arizona - Mesa

Reporting To: Michael Rahming

Description

GENERAL DESCRIPTION OF POSITION

Responsible for communicating pro-actively and on a regular basis to ensure the customers' needs are met as well as assisting customers in order management. Assist in other customer experience functions as needed to complete the full cycle of customer requirements.

Key Responsibilities

• Effectively engage customers; attention to key business requirements and expectations.

• Provide relevant and relational order information; new products, product accessories, slow moving products, and substitutions for revenue growth; product specifications, programs, training, and pricing and delivery information.

• Contribute to pull-thru sales growth; focus on 'up' and 'cross' sale opportunities.

• Using all applicable reporting and analytic tools, manage order requirements, working with peer support teams to ensure quality, timely shipments.

• Organize workflow to meet customer timeframes.

• Keep records of customer interactions and transactions according to the Company's Retention Policy.

• Communicate and coordinate efforts with internal departments as required to meet customer perceived expectations.

• Utilize the Company's relationship management toolset to facilitate and support the customers' business requirements and their customer needs.

• Process and reconcile customer accounting transactions.

• Using all applicable platforms, manage customer activities, including systemic transaction processing, as required.

• Perform other related duties as required or assigned.

Don't feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities!

Skills Knowledge and Expertise

POSITION QUALIFICATIONS

Skills and Abilities

• Effectively communicates information and responds to questions in person-to-person and small group situations with internal and external customers.

• Speaks a foreign language (as needed).

• Maintains confidentiality and uses discretion with business information.

• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.

• Writes routine reports and correspondence.

• Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.

• Deals with problems involving several known variables in situations of routine nature.

• Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.

• Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.

• Completes some moderately repetitive tasks.

• High-level attention to detail, high level accuracy; reliable results

• Effective Communication skills, written & verbal; internal & external

• Ability to quickly adjust to continuous moving requirements; flexibility

• Demonstrate ability to employ new ideas, concepts and methods

• Team player, professional in all aspects

• Uses noncomplex machines and equipment (adding machines, calculators, copy/fax machines, etc.).

Education and Experience

• Equivalent of four years of high school (required).

• One year of relevant experience or training in customer service or a related field (required).

Computer Skills

• Basic: Alphanumeric data entry; word processing/ typing.

PHYSICAL ACTIVITIES

While performing the functions of this job, the employee is:

• Continually required to sit; use hands to finger, handle, or feel; and talk or hear.

• Regularly required to reach with hands and arms.

• Occasionally required to stand and walk.

• The employee must occasionally lift and/or move up to 20 pounds.

• Specific vision abilities required by this job include close vision.

Benefits

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