Customer Experience Representative

Overview

SUMMARY:

Since 1965, Mountz Inc. has proven its in-depth knowledge of torque solutions by consistently developing, producing, and servicing cutting-edge manufacturing tools. We are known to the manufacturing industry as the nation's premier torque tool specialists.

As a company built in the heart of Silicon Valley, we combine a 59-year history of bold thinking and a 100% focus on torque solutions that deliver confidence at every turn. We care about our customers. Our whole-hearted commitment to service and unmatched expertise in torque benefit our customers and the world. We are fulfilling a monumental purpose—forging a safer world through accuracy and precision. Our tools currently reside on the assembly lines of the world's largest manufacturing companies, and we are working towards more!

The Customer Experience Representative helps grow top-line sales by driving the customer experience. In addition, the Customer Experience representative supports operational excellence by supporting process conformity and improvement.

You should have hands-on experience interacting with customers via phone, email, and web chat to determine their needs and connect them with the resources they need to purchase. You will assist in managing inbound marketing leads from inquiry to connection with our sales team. As customer requests arise, you will also be involved in the order management and returns process.

Ideal candidate resides in the Bay Area, California.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Evaluates and manages new and existing customer engagement information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members. Disqualify contacts as needed. Set customer expectations around the follow-up timeline.
• Responds to customer inquiries via phone, email, and web chat.
• Enters and manages customer information within our CRM system (Netsuite) using our standard work process to assign follow-up to relevant team members.
• Updates our customer relationship management (CRM) system to ensure accurate and up-to-date sales data.
• Performs assigned responsibilities in conformance to ISO procedures and supports the organization in meeting quality objectives.
• Supports and participates in the company’s health and safety program.

SUPERVISORY RESPONSIBILITIES: none

Qualifications

QUALIFICATIONS

• Bachelor's degree in business administration, sales, marketing, or a related field.
• 3+ years in a sales or customer service role required (retail experience considered).
• Strong analytical and problem-solving abilities to gather, interpret, and analyze data and metrics.
• Excellent attention to detail ensures accuracy and quality in data analysis and reporting.
• Proficiency in using CRM systems (Netsuite Ideal), and Microsoft Office Suite (Word, Powerpoint or Equivalent). Experience using a project management tool would be a plus.
• Effective communication skills to deliver feedback to team members as needed.
• Ability to collaborate with cross-functional teams, build relationships, and influence stakeholders to drive sales operations initiatives.
• Strong adaptability to work in a fast-paced, dynamic environment with shifting priorities and handling multiple tasks simultaneously.

PAY:

$70,000 - 75,000/yr OTE