Come join a company dedicated to making the world a safer place. We have 60 years of knowledge and a retooled vision that challenges us to put our products on every assembly line of the world’s most well-known manufacturing companies. To do that, we need creative thinkers, doers, with a global skill and mindset able to drive product development ideas through to fulfillment.

The Job at a Glance

At Mountz Torque, a  Customer Experience Representative is a values-based leader who delivers exceptional customer experiences to grow top-line sales. 

Primary Responsibility:

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.

This role is ideal for someone who lives for continuous improvement and is comfortable interacting with anyone, from customers to executives. 

A Typical Day:

• Marketing Lead Flow Process Management: Evaluate and manage 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. 
• Customer Service Phone, Email, and Chat Management: Respond to customer inquiries via phone, email, and web chat. Enter and manage customer 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. 

• Order CRM Accountability:  Update our customer relationship management (CRM) system to ensure accurate and up-to-date sales data. 

Qualifications:

To Land This Opportunity:

Education: Bachelor's degree in business administration, sales, marketing, or a related field.

Experience: 

• 3+ years in a sales or customer service role required (retail experience considered). 

Skills: 

• Analytical Skills: Strong analytical and problem-solving abilities to gather, interpret, and analyze data and metrics.
• Attention to Detail: Excellent attention to detail ensures accuracy and quality in data analysis and reporting.
• Technical Skills: 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. 
• Communication Skills: Effective communication skills to deliver feedback to team members as needed.
• Collaboration: Ability to collaborate with cross-functional teams, build relationships, and influence stakeholders to drive sales operations initiatives.
• Adaptability: Strong adaptability to work in a fast-paced, dynamic environment with shifting priorities and handling multiple tasks simultaneously.