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Specialist, Customer Services

Location: 

Getzville, NY, US, 14068

Requisition ID:  1951

Job Summary/Overview

The Specialist, Customer Services will provide best in class service to our customers by developing and maintaining customer and sales relationships by creating best in class service through answering all incoming inquiries and proactive order management.

 

Essential Duties and Responsibilities

  • Build and create strong relationships with customer and sales team
  • Manage and review open orders proactively for customer
  • Proactive communication with internal and external customers
  • Root cause, evaluate and implement action plans to resolve reoccurring issues
  • Analyze reports for opportunities and order management to root cause and resolve issues
  • Generate leads and identify opportunities to up-sell and cross sell to customers
  • Manage incoming call volume to ensure all customers are receiving an excellent customer experience
  • Respond to incoming requests promptly 
  • Receive and initiate telephone communications with customers and CM personnel at all levels of the organization. 
  • Collaborate with internal departments to ensure on time delivery of orders such as credit and operations
  • Quote prices to customers on inquiries  
  • Assist with order entry when necessary
  • Become product knowledge expert
  • Work with field sales, distribution centers to proactively manage the service requirements of our customers in an efficient & cost effective manner that is mutually beneficial to the customer and CMCO
  • Receive and respond to inquiries from customers, field sales and internal associates in regards to order status, products, pricing and promotions.
  • Coordinate required distribution activities and notify customers regarding order fulfillment
  • Other duties as assigned.

Knowledge, Skills, Competencies, and Abilities

  • Computer skills including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

  • Excellent attention to detail

  • Ability to build relationships both internally and externally to support our customer needs

  • Previous customer service experience

  • Ability to prioritize and approach assignments with sense of urgency

  • Organized with excellent time management skills

  • Ability to effectively communicate with customers, sales and other internal departments, both written and verbal

  • Demonstrated ability to learn and adapt in fast pace environment

  • Must be punctual and possess a strong work ethic

  • Ability to problem solve and think creatively

  • Demonstrated ability to work in a team atmosphere

  • Demonstrated ability to multitask and work under pressure

  • Interpret company policies / procedures and enforce compliance

  • Self-starter with a positive attitude

Required Qualifications

  • High School Diploma
  • Bachelor's Degree preferred
  • 1-3+ years of customer service experience
  • SAP knowledge preferred

Compensation

$20.00/HR – $25.00/hour+ benefits 

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in incentive plans will be provided if an employee receives an offer of employment.

About Columbus McKinnon:

Columbus McKinnon is a leading worldwide designer, manufacturer and marketer of intelligent motion solutions that move the world forward and improve lives by efficiently and ergonomically moving, lifting, positioning and securing materials.  Key products include hoists, crane components, precision conveyor systems, rigging tools, light rail workstations and digital power and motion control systems.  We are focused on commercial and industrial applications that require the safety and quality provided by our superior design and engineering know-how.  Columbus McKinnon is a publicly traded company that has been in business for almost 150 years – proud of our heritage, where we come from, and where we’re going. As Columbus McKinnon grows globally, so does our need for driven and inspired employees. Join our winning team!

Columbus McKinnon Corporation promotes a diverse and inclusive workforce and is an Equal Opportunity Employer that does not discriminate against employees or applicants for employment on the basis of race, color, national origin, ancestry, age, religion, sex, gender, gender identity, gender expression, sexual orientation, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other Federal or State legally-protected classes.  We also value the safety of all associates and work hard to maintain a Drug Free Workplace.


Nearest Major Market: Buffalo

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