Job Description:
Position Overview:
This position is responsible for day-to-day execution of all areas of customer service and sales support, including call center participation, pre-sales inquiries, quoting/order entry, issues resolution, and sales reporting. The Customer Experience Representative is expected to demonstrate advance knowledge of products, customer agreements, and sales transactions. Establishing strong customer relationships with key accounts make this position a key contributor factor to outstanding service that differentiates the Genie brand from the competition. Strong initiative, leadership, and problem-solving skills are expected as well as a genuine desire to help customers.
**Responsibilities**:
Customer Support:
- Provide accurate information and assistance to customers regarding products, quotes, orders, and general inquiries.
- Escalate complex or unresolved customer problems to the appropriate department or supervisor.
Order Processing:
- Process customer orders accurately and efficiently, ensuring all necessary information is captured and entered in the system for both New Equipment Sales.
- Coordinate with various departments, such as production or logistics, to ensure timely and accurate order fulfillment.
Administrative Tasks:
- Perform administrative duties to support the customer service team, such as maintaining customer databases, updating customer records, and processing orders or returns.
- Prepare and distribute reports, documentation, related to customer service activities.
- Maintain organized and up-to-date case management queue of upcoming tasks to ensure easy access to customer queries, purchase orders and relevant information.
Product Knowledge and Training:
- Stay informed about the company's products, services, and industry trends to provide accurate information and address customer inquiries effectively.
- Participate in training sessions and ongoing professional development activities to enhance customer service skills and knowledge.
**Requirements**:
- High school diploma required
- Minimum of (4) years of experience in Sales, Customer Service, Marketing, Communications, Service working in one of these areas or relevant bachelor's degree
- Ability to work an in-person and remote hybrid work schedule based in Monterrey Mexico
- Effective, polished interaction with customers, proven ability to quickly capture relevant information; explain next steps in resolving issues; communicate next steps and status, and inspire confidence
- Strong curiosity, creative thinking, and a demonstrated ability to solve problems
- Ability to use Microsoft office tools, especially Outlook, Teams, Word, Excel, PowerPoint
- Ability to establish strong external and internal business relations
- Ability to deal with ambiguity
Nice to have:
- Bachelor's Degree from an accredited institution in Business, Marketing, Communication or Industrial Engineering
- Salesforce, CPQ (configure price quote) and Oracle ERP experience and the ability to adapt and learn new systems
- Passion for problem-solving through the ability to self-learn, think critically, and have fun while doing it
- Thrive in ambiguous situations; effectively manage change; shift gears comfortably; decide and act without having the total picture; comfortable handling risk and uncertainty
- Assimilate quickly into a team environment
- Ability to manage and multi-task across several initiatives at once, and keep on top of details
- Thrives in an environment where all ideas are welcome, discussed, and critically analyzed; where once a decision is made, even if it's not your favorite, you go all-in to make it a success
- Demonstrated ability to use influence and persuasion skills to navigate barriers and conflict
- Ability to influence others without authority independent of title or grade
- Ability to travel
- Knowledge of process improvement and lean manufacturing concepts
- Enthusiasm to interact with internal Team Members, customers and associated customer facing processes
- Good organizational and time management skills
About Terex:
We believe in teamwork, fun, complex projects, diverse perspectives, and simple solutions. How about you? We're looking for a Global Customer Experience Business Analyst with the passion and experience to build what matters - one project at a time.
Our rich beliefs in innovation and continuous improvement, paired with the diverse and creative mindsets of our team members, leads to the development of our best-in-class products, positively impacting the lives of people all around the world.
Would you like to join a global organization that...
Embraces work-life balance - our employees' well-being remains a top priority for us.
Promotes a culture of learning and advocacy across the globe - diversity will enable us to strengthen our impact.
Encourages innovation and experimentation.
Understands that changes will occur and adaptability is crucial to assist when it does.
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