Customer Service Success Team Sales Specialist I

The CSS Team Member is responsible for demonstrating value and satisfaction to the customer by managing customer accounts. This includes but is not limited to, customer onboarding, ensuring accurate order processing, providing solutions for technical inquiries, maintaining frequent contact with accounts to gather regular feedback on service levels and product needs, and promoting and selling company products. The candidate must have excellent verbal and written communication skills, mechanical aptitude, and an understand of how StoneAge products work. They must strive to deliver superior customer service and proactively solve customers’ problems. 

This position reports to the Global Sr. Customer Success Manager. 

Requirements

ESSENTIAL FUNCTIONS 

• Understand and adhere to the Sales Processing Expectations  

• Process sales orders via email, phone and fax. 

• Assist technical representatives and/or Engineering as needed and follow up on quotes and unique projects in the field. 

• Log call information (product feedback, market info, customer contact update etc.) into Salesforce CRM to share with rest of company. 

• Ensure customer success by making follow-up calls after individual shipments greater than $10,000 to ensure everything was received correctly.   

• Understand the customer’s purchase history in dollar volume and by product.   

• Assist off-site technical reps and Outside Sales reps as necessary. 

• Work with Product Launch Team when field testing products with customer account (oversee logistics and follow-up with customer on unit being field-tested) 

• Assist with On-site technical and sales visits with customers.  

• Check and respond to general inquiries that come into Sales Account when necessary 

• Assist Accounts Receivable when necessary to get payment. 

• Provide updates and news regarding product line in team meetings. 

• Perform additional duties as requested in coordination with the CSS Manager  

KNOWLEDGE AND TRAINING REQUIREMENTS 

Customer Service Success Team Member must: 

• Commit to being aware of new products, their set up, function, and applications.  

• Be familiar with all existing StoneAge product lines and product applications. 

• Processes and procedures for opening new accounts, completing sales orders, and RMA’s. 

• Understand freight terms, requirements on customs documentation, shipment tracking and general shipment information. 

• Understand and utilize other internal tools such as jetting charts, technical manuals, etc.     

• Anticipate and communicate potential problems and adapt to changing timelines and design specifications and/or delays that occur and implement necessary adjustments.   

• Microsoft Office software (Word, Excel, and others), Salesforce CRM, and EPICOR functions to provide excellent customer service.  

• Respond to customer needs by embracing StoneAge’s Own It Mindset. 

• Have ability to establish and maintain positive working relationships with other employees and to communicate and interact effectively with management and team members at all levels through both verbal and written means. 

• Employ a strong continuous improvement mentality, constantly looking to drive improvement in the effectiveness and efficiency of StoneAge work processes.   

OTHER INFORMATION 

• Travel may be required. 

• Extended working hours may be needed at peak times or when short staffed. 

• We value the diversity of the people we hire and serve. Diversity at Our Company means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths. 

Benefits

StoneAge offers a comprehensive benefits program that includes:

• Group health, dental, and vision insurance
• Life insurance
• Long-term disability insurance
• Paid time off
• Paid holidays
• 401(k) plan with a guaranteed match
• Paid parental leave
• Wellness rewards program, and much more!

Even more exciting, we are an employee-owned company with profit-sharing and an Employee Stock Ownership Plan ("ESOP"), in which shares of company stock are allocated to eligible employees each year.

Our "Own It" mindset captures what many of us consider the biggest benefit of all: a highly engaged, collaborative workplace where everyone matters and every employee makes a significant impact.

Please visit our website at www.stoneagetools.com to get a better sense of our company and our employee-owned culture!