Sales - Lead Solutions Support Representative

About the Company

Company uses Epicor as their ERP. Any experience with Epicor Manufacturing or similar is helpful but not required.

About the Role

Sales - Lead Solutions Support Representative (Technical Customer Service) - Hours: Monday-Friday, 8am-5pm - Basic Excel experience is required. Any experience with project estimation is a big plus but not required. Solid customer service skills and customer service mindset is important. Taking customer requests, reviewing their technical data/specifications, and putting together quotes based on information provided. Temp to hire. This is an onsite, in person position. Remote work is NOT an option.

Position Summary: To direct technical product specification and pricing information to the customer with support from Company Sales, Production and Engineering departments.

Responsibilities

• Establish and sustain direct verbal and written contact with Company Safety Products customers on such efforts that include technical, commercial, and price-based inquiries and topics.
• Work on budgetary and formal bid requests to determine product specifications and bid parameters, qualifications, stipulations, and time frames.
• Fully participate in the project contract process in the CRM, from quoting to sale or possible loss, by justifying, recording, and monitoring the projects through the issue of quotations, influence of customer decision, order entry, and product order fulfillment and after sales product completion efforts. This includes:
• Provide customers with “value engineered” alternative products from Company for consideration. These solutions will meet the application needs, potentially saving customers in terms of materials costs, delivery, and installation time.
• Maintain timely and consistent communication with sales personnel regarding the status of pending quotations.
• Secure needed information from customers, or their designated engineering representatives to accurately complete takeoffs/job bidding/quotations and orders.
• Work closely with the customer and Company’s engineering or Production Departments to ensure continuity of submittal, specification, or code issues.
• Leading the Project Review meetings, order entry, data and drawing submittal/approval process and negotiations as may be needed after the initial quotation or customer order submittal.
• Manage the schedule of Company tempered water systems (TWS) and ThermaFlow® Plus order deliveries with the customers.
• Develop relationship with a variety of customers from different market segments to more easily obtain needed information for developing competitive quotations.
• Work closely with Product Managers, Sales Managers, Marketing associates, and customers to keep abreast of changes in pricing, products, and program parameters.
• Receives, records, and coordinates the response to all customer complaints regarding the technical products and services as offered by Company through the Customer Feedback Response (CFR) process.
• Review engineering and architectural “build-outs”, potentially using Business Information Modeling (BIM) design tools to offer technical support on Company catalog of products.
• Other duties as assigned.

Qualifications

• Must have mechanical, electrical, or manufacturing technical background, understanding or experience.
• This is an entry level role. Will consider 2+ years of experience.
• Must be able to work on Company provided ERP computer programs.
• Experience with Microsoft Office suite, specifically Excel.

Required Skills

• A strong technical aptitude with customer service, interpersonal and organizational skills being a necessity.
• Must be able to effectively manage multiple projects with a number of different customers simultaneously.
• Self-motivated – an ability to work independently and push oneself to achieve more.
• Excellent written and verbal communication skills.
• Confident, articulate, and professional speaking abilities (and experience).
• Ability to solve practical problems and deal with a variety of unknown variables working toward solving issues related to customer demands, complaints, and general needs.
• Ability to understand and calculate figures and total amounts for such issues as discounts, commissions pro-rata, percentages, and sales order dollars.
• Ability to make decisions regarding the handling of customer issues as outlined by company policy.
• Ability to meet deadlines and prioritize workload.
• Candidate should be able to sit, stand, walk, stoop, kneel, crouch or crawl, climb or balance carried loads of ten pounds.
• Close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Ability to operate a scanning device, computer, copier, fax machine and telephone, etc.
• Ability to prove technical aptitude (test may be provided).
• To direct technical product specification and pricing information to the customer with support from Company Sales, Production and Engineering departments.

Preferred Skills

• Any experience with Epicor Manufacturing or similar.
• Any experience with project estimation.
• Mechanically or Electrically inclined background.
• Entry level with little work experience is OK as they will be trained on Company's processes and products.

*** PLEASE NOTE: This is NOT an IT job. The type of technical background they are looking for is more mechanical, electrical, manufacturing, etc. This type of technical understanding is key in this role. The manager has stated they are really looking for a Mechanically or Electrically inclined person. Entry level with little work experience is OK as they will be trained on Company's processes and products. ***