Customer Relations and Technical Design Support

Company: Disability Solutions
Location: Ontario
Posted on: November 1, 2024

Job Description:

SUMMARY Under minimum supervision, provides excellent customer service and maintains strong customer relations with Pelican's Concierge Customer network. This position is responsible for supporting the effort to grow market share by supporting Customers with achievement of sales goals. This consists of account management from the initiation of lead management through shipment (including managing leads, product price quotations) prompt order entry, providing freight quotations, proactively reporting on the status of order, lead-time requests, providing shipping and invoicing information, and preparing presentations for participation in staff meetings. Works collaboratively with management, sales, marketing, operations and the customer to build profitability and loyalty of Pelican customers. PRIMARY DUTIES AND RESPONSIBILITIES

• Manages leads within guidelines to develop interest in Pelican's product range at the dealer and end user level. Manages Design Queue (phone/email) which includes responding within SLA for Custom/Design queries only. Passes to designated concierge any configuration/standard queries.
• Enters design/custom orders into SAP in a timely and accurate manner. Proactively reviews the standard product backlog to ensure availability information and/or to suggest product substitutions. Maintains the customer cross reference table. Enters in RMA, debit and credit memo requests. Tracks and expedites all thatpertains to the Concierge customer account. Communicates ongoing status to TPP/Other and Sales in an efficient manner.
• Manages Planning/Purchasing/Production to ensure success. Coordinates Contract Criteria with TPP/Other and Inspection. Attends Customer Meetings regarding projects as required. Coordinates with Supply Chain to ensure OTD. Proactively escalates to Ops/CSMGMT Areas of Jeopardy in a timely manner. Manages contractrequirements that include labeling or quality inspection and/or 1st article inspections.
• Serves as the primary designee for contracts and custom orders for Concierge customers. Refers contracts to the appropriate parties for review while proactively updating status of contracts to the Concierge customer.
• Processes all Concierge customer quotations, which include freight quotations, utilizing proper methods and practices. Determines complexity of quotation and assigns appropriate lead times. Proactively updates the Concierge customer of the status of their quotation and escalates the prioritization of the quotation as necessary. Provides product availability using information in database. Ensures order/project has been added to tracker, BOM# is created by BOMAG (or designee) and drawings are created by Engineering. Acts as liaison on quotes between Estimating and TPP/Other. Ensures required information available from TPP/Other, proper SAP/ETO entry, Estimating meets quote with SLA, while ensuring timely communication to TPP/Sales/Other of quote and parameters.
• Develops customer service excellence, loyalty and profitability while acting as the customer advocate within the boundaries of Pelican's policies and guidelines. Proactively works with customers to enlarge sales of Pelican's product lines in order to enhance promotional awareness. Maintains, retrieves or inputs in a manner requested or expected information to be delivered within a customer portal regarding forecasting, orders, delivery, shipping, invoicing, scorecard, or reporting as needed.
• Determines competitive activity in the area and delivers to the organization via established tools while working to resolve issues and retain accounts in conjunction with sales.
• Responsible for promptly answering incoming telephone calls and emails in a professional manner. Provides the concierge customer with the most recent product information and updates. Processes requests for approved samples and literature while maintaining scorecard goals. Advocates and volunteers for continuous improvement of processes, systems and procedures as needed.
• Receives and responds to Concierge customer complaints, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction. Communicates with Sales and Directors as needed to ensure prompt customer satisfaction.
• Creates and updates custom reports and presentations such as, but not limited to, sales recaps, sales activity by region/industry and credit reports using Query Builders and various Microsoft applications for the Concierge customer.
• Based on a strong understanding of all Pelican standard products, assists the Concierge customer with product selection, information regarding product tests, engineering drawings and samples upon request.
• Assists the Finance Department in resolving issues, including credit and debit memo entry, commission administration as required and providing rebate reports to a timely release. Enters NCR and CRM support tickets and leads in CRM data base. Enters compliments and complaints for proper tracking of Qualityinitiatives.
• Other duties may be required, including but not limited to, assisting the Concierge customer with trade show support and coordination of trade show samples and literature; providing training to co-workers and conducting peer reviews as requested by Department Manager or Supervisor. Other duties may be assigned by theDepartment Manager or Supervisor.
• Follows company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
• Performs additional duties as assigned. JOB REQUIREMENTS
  • Associates Degree in Business or related field preferred and/or a minimum of two years' experience in a fast-paced office or sales environment.
  • Must have excellent written, verbal and presentation skills.
  • Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
  • Must be proficient with Word, Excel and SAP as required.
  • Experience working with Salesforce.com or similar preferred.
  • Trade show experience preferred; must have the ability to travel occasionally on an as-needed basis.
  • Ability to read CAD drawings helpful, but not required
  • Ability to speak and write in a second and/or third language helpful, but not required. ADDITIONAL INFORMATION:
    • Actively supports and complies with Pelican's objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
    • Must be able to interact effectively and cooperatively with employees at all levels.
    • Must have the ability to complete assignments within the timeframe specified by the Manager.
    • Must be flexible regarding working hours and overtime. Must be able to work overtime on evenings and weekends, with or without advanced notice.
    • Must be able to operate in a fast-paced environment and handle multiple projects simultaneously. PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
      • While performing the duties of this job, the employee will be Choose an item. required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
      • While performing the duties of this job, the employee will be Choose an item. required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
      • Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds.
      • This position requires repetitive hand/wrist activities. Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.The approximate base compensation range is shown below. The actual offer may vary based on skills, experience and location. Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Other details
        • Job Family Customer Service
        • Job Function Support
        • Pay Type Hourly
        • Min Hiring Rate $25.11
        • Max Hiring Rate $33.00

Keywords: Disability Solutions, Fontana , Customer Relations and Technical Design Support, IT / Software / Systems , Ontario, California