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Customer Experience Specialist

Department: Service

Location: Stanley, NC

Reports To: Service Manager

Posted On: March 4, 2021

DESCRIPTION

Customer Experience Specialist (CXS) plays an important role in creating the best customer experience for our dealers and end-users by demonstrating SENNEBOGEN features and benefits across the entire product line. Not only does this position support customer purchases of new machines, it also follows up with current customers who need additional education on features and benefits. This customer-facing position is expected to understand the features and benefits of every product in SENNEBOGEN’s line, travel to customer sites to answer questions, discuss maintenance of machines, and build relationships at all levels.

As a Customer Experience Specialist (CXS) you will go through extensive product training to understand SENNEBOGEN ‘s product lines. Using this knowledge, the CXS will visit with both new and current customers to discuss and train on features and benefits of SENNEBOGEN ‘s products. This position also involves building relationships across dealerships by interacting with operators, maintenance staff, sales professionals and dealer management. When not in the field, the CXS will help SENNEBOGEN colleagues and new hires by demonstrating knowledge on SENNEBOGEN’s features and benefits.

While out in the field visiting customers, the CXS will obtain feedback and work with Marketing and Sales to analyze and develop programs to improve customer experience.

This position is ideal for a person who is technically minded, understands controls and maintenance of equipment and really enjoys travel.

RESPONSIBILITIES

  • Effectively plan travel to customer sites with intent to educate customers at all levels on SENNEBOGEN products
  • Drive direct customer engagement by providing:
    • Onsite operator familiarization with machines
    • Onsite maintenance training
    • Onsite spare parts training
  • Develop key contacts across dealerships
    • Work with Marketing to drive engagement strategies and obtain customer feedback. Strategies to include:
      • Developing social media presence and SENNEBOGEN website content
      • Rapidly responding to customer communications (emails, messages, etc.)
      • Responding to feedback – both positive and opportunistic
      • Identifying customer requirements
      • Share customer feedback with team members
    • Utilize CRM tools in enhancing customer loyalty and relationship management

 QUALIFICATIONS

  • Demonstrate a professional customer-centric attitude at all times and interact with individuals at all levels from mechanics to management
  • Excellent prioritization skills and an ability to make decisions quickly.
  • 3+ years’ experience in a customer facing role
  • Bachelor’s degree is desired, particularly in the areas of business or engineering. Equivalent work experience may be accepted
  • Highly motivated, detail-oriented, self-starter and demonstrated follow up
  • Excellent communications skills with proven ability to speak confidently and professionally in small and large group settings to internal staff and management and external customers as well as demonstrate strong written communication skills with the ability to write in a well-organized and concise manner
  • Excellent interpersonal skills with the ability to develop high-quality working relationships both internally and externally
  • Demonstrates high level of accountability and professionalism in all dealings
  • Excellent problem solving and analytical skills to develop sales strategies
  • Thorough knowledge of the MS Office Suite: Outlook, Excel, Word and PowerPoint
  • Ability to work independently while coordinating activities with a variety of large teams
  • Strong planning and organizational skills including demonstrating the ability to manage multiple tasks and projects simultaneously in a fast-paced work environment
  • Nationwide travel is required, long distance and international travel as necessary (target of 80%)
  • Must have a passport and clean driving record

ACCOUNTABILITY

  • Maintain daily activity and accomplish organizations goals by accepting ownership
  • Ability to stay focused on work at hand without being prompted
  • Maintain a high level of professionalism in dealing with team members as well as other company employees

ABOUT SENNEBOGEN

Established in America in the year 2000, SENNEBOGEN LLC quickly became a leader in specialized equipment solutions for recycling and scrap metal yards, demolition, barge and port operations, log-handling, transfer stations and waste facilities.

A growing network of SENNEBOGEN distributors throughout North and South America provides expert support in material handler applications and ongoing maintenance, repairs, parts, and service support.

Our 100,000 sq. ft. (9300 m²) facility near Charlotte (Stanley), NC is home to:

  • America’s largest inventory of material handler repair parts and major components
  • A dedicated training facility for hands-on instruction for parts and service technicians, operators, and sales consultants
  • Engineering services for customization of SENNEBOGEN equipment

Work for a dynamic industry leader who is dedicated to partnering with dealers to deliver the best service to end users.

WHY CONSIDER SENNEBOGEN?

  • Strong compensation and benefits programs
  • Incomparable industry reputation
  • Team-oriented, inclusive work environment

EEO Employer / Vet / Disabled


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