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E&R Sr Customer Experience Specialist-Full Time(Trainer, PA)

Date: Jul 18, 2021

Location: TRAINER, PA, US, 19061-5312

Company: Grainger Businesses

Company Overview

E&R Industrial, a wholly owned subsidiary of Grainger, is an innovative, full-line industrial supply distributor committed to brand name quality products, competitive prices, and on-time delivery. As a regional distributor of MRO products, including a deep portfolio of metalworking/cutting tool products and solutions, E&R provides outstanding product and technical expertise to the manufacturing industrial sector.

Position Description

Primary Function:

 

The Sr Customer Experience Specialist (MW) provides superior customer service extending “end to end” support and service to specialized customers, field specialists and account managers. 

The right person understands customer needs, probes to recognize opportunities, solves problems and recommends solutions. They have a passion for creating a remarkable customer experience, while identifying opportunities to grow sales.


Principle Duty:

 

Operations

 

  • Managing variation of incoming volume (Phone, Fax, e-mail, EDI etc.)
  • Developing, implementing, and auditing workflows (For example; system or work process)
  • Computer Skills, Ability to learn new systems or  applications
  • Ability to complete order/data entry with accuracy.
  • Proficient with MS Office applications Outlook , Excel, Teams.
  • Able to work out of various customer portals and internal ERP systems, while simultaneously using communication channels (email/chat/phone).
  • Use a cross-functional approach to problem solving, whereas team member is comfortable collaborating with multiple departments.

 

Customer Relationship Management

 

  • Manage customer, supplier, or vendor relationships and balance internal and external interests
  • Probes to dissect customer/supplier need and unique issues that are important to the customer
  • Getting past ‘No’ and providing options to enlarge the opportunity
  • Finding opportunities to ‘up-sell’ beyond the original product need
  • Utilize customer feedback and input to understand what triggers a buying decision

 

Problem Solving

 

  • Attempts to self-solve before escalating complex issues or problems
  • Compiling/sorting/querying mass amounts of data quickly to see meaningful trends
  • Facilitating discussions between supplier, customer and sales to develop solutions

 

Quality/Process Improvement

 

  • Managing annual price increase
  • Works to minimize customer errors and/or customer discrepancies
  • Recommends system improvements or identifies system constraints for consideration
  • Working with back end processes to gain understanding of troubleshooting and system capabilities

 

Industry Knowledge

 

  • Demonstrated industrial/manufacturing expertise gained through, but not limited to, vocational training, education, previous work experience, and related professional certifications.
  • Well-rounded knowledge of complex manufacturing (e.g. automotive, aerospace, etc.).
  • Identify and source an item based on description, image, and/or part number provided by customer, or during onsite product discovery.
  • Knowledge of the metalworking industry including suppliers, products, tool use, technical terminology & applications:
  • Well-rounded knowledge of MW vendors
  • Superior command of product specification terms (flutes, flute length, type of flute)
  • Good understanding of MW Industry terms both standard and slang (TIR, deflection, chipping, waviness, chatter)
  • Identify an item from description without part #
  • Offer substitute item that is same form, fit, function
  • Application knowledge (a plus but not required)
  • Read blueprints (a plus but not required)

Position Requirements:

  • An assertive personality, high energy level and resilient character
  • Excellent written and verbal communication skills
  • A high level of integrity in all business dealings
  • Strong time management and organization skills
  • High School Diploma or GED; (undergraduate degree preferred)
  • 1-3 years of inside sales, customer service, and/or telemarketing experience
  • Ability to rapidly build knowledge of E&R’s product lines
  • Understand and use basic selling techniques: opening, probing, presentation, over-coming

EEOC Statement

E&R is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.