Job Purpose

The Customer Relations Specialist role is important to the growth and sustainability of the company. This position is responsible for the day-to-day communication and maintenance of ESP’s CE customer base. This position needs to provide timely responses to customer requests which include expedite requests, order modifications, and shipping information, etc. Finally, this position is responsible for providing exceptional customer service and keeping our customers as raving fans of ESP.

Essential Duties and Responsibilities

• Drives customer OTD
  • Manage order acknowledgement to customers on new orders
  • Manage expedite and other requests from customers
  • Work with our partner suppliers to ensure parts are delivered on time
• Maintain customer Profitability
  • Monitor customer orders for correct sales prices entered
  • Correct any errors or mispriced PO’s
  • Communicate any pricing discrepancies to customers
  • Communicate new pricing to customers
• Customer communication
  • Answering incoming calls and emails in a timely manner
  • Maintain an upbeat and positive demeanor
  • Thank customers for their time and business
  • Respond to customer request on the day you received it

Job Competencies

• Possesses high level business writing skills
• Attention to detail
• Ability to speak effectively before groups of customers or associates of ESP.
• Able to obtain and develop customer, product and supplier expertise
• Ability to apply concepts such as fractions, percentages, ratios, graphs, and proportions to practical situations
• Advanced Computer Skills. Proficient in Microsoft Outlook, Word, Excel, and PowerPoint and Database systems
• Communicates well both verbally and in writing
• Good listening skills
• Handles customer questions and complaints
• Meets commitments, works independently, accepts accountability

Tech Skills

Office 365, business systems

Cultural Fit

• Expertise: I will master the details of my job. I love to learn and I commit to continuous improvement of my talents and skills. I am not afraid to take on new challenges and opportunities to develop myself.
• Service: I appreciate that our Company, and my role, will not exist if we do not serve the needs of our stakeholders.
• Passion: I commit to bringing my best self to my work every day. I think of ways to improve myself, my work, and my Company at all times.
• Take Ownership: I seek out opportunities to have an impact. I take action when things aren’t right and do not wait to be told what to do. I bring solutions, not problems, to situations. I admit when I am wrong and take accountability to resolve the situation. I finish what I start.
• Have Fun: I will discover and match talents with roles so that work is fun. I will eliminate self-limiting thoughts and behaviors, expect to win, and celebrate success. I will be cheerful and positive thinking at all times. I understand that attitude drives behaviors which drive results. No cynicism.
• Create Raving Fans: I learn the needs of my stakeholders so I can anticipate and exceed their expectations. I “make it easy” for them to do their best.
• “I’ve Got Your Back”: I am team-oriented and focus on “we” vs. “me”. I am committed to the success of my teammates, my Company, and our stakeholders. I am honest and open in all relationships, including providing timely feedback and coaching. I do not throw others ‘under the bus’.
• Create Value Every Day: I bring results, not reasons. I use my expertise, actions and decisions to create value for my stakeholders. I maintain focus on the activities that truly make an impact.
• Embrace Change: I understand that the world and business conditions change constantly. I remain flexible and open to supporting changes needed to serve our stakeholders, seize opportunities, and continually improve.
• I will follow and abide by company policy as it relates to my employment and recognize my actions, choices, and words must align with the progression towards team goals. I will not work in contradiction to team progress.

Qualifications

Associate’s degree from college or technical school and two years of customer facing experience and/or training; or equivalent combination of education and experience. Familiarity with pressure situations and how to handle them in a professional business manner also required.