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Technical Sales Specialist
4 weeks ago
About the Role
We are seeking a highly skilled Technical Sales Representative to join our team at Global Industrial. As a Technical Sales Representative, you will be responsible for providing exceptional technical support and sales expertise to our customers, ensuring their satisfaction and loyalty to our brand.
Key Responsibilities
- Assist customers with troubleshooting product-related technical issues, providing timely and effective solutions.
- Coordinate with the Global Industrial Exclusive Brand team to diagnose product issues and develop possible solutions.
- Coordinate in-field service calls, including scheduling technical visits, documenting diagnoses in the Global Industrial CRM, and following up with customers to verify resolution and satisfaction.
- Order parts from Global Industrial suppliers, ensuring timely delivery and customer awareness.
- Determine when replacement is more cost-effective than servicing and schedule the appropriate replacement.
- Respond to inbound emails and Power BI assignments within 4 hours or less.
- Accept calls from customers seeking immediate resolution.
- Take ownership of all Exclusive Brand technical support issues, working with customers to find the best possible solution.
- Continually document and refine a list of troubleshooting questions and answers for private label products and categories.
Competencies and Skills
- Strong technical support and analytical background.
- Comfortable working with customers via email or phone.
- Solid understanding of how things work, including floor scrubbers, water dispensers, and refrigeration equipment.
- Excellent written communication and comprehension.
- Skilled at providing outstanding customer service and following through on responsibilities or promises made to customers.
- Independent decision-making skills with the ability to handle and resolve complex issues.
- Conversational, patient, and confident demeanor with a positive attitude.
- Ability to stay composed and objective with an angry customer, and de-escalate issues as needed.
- Motivated to create and perpetuate a team environment in the workplace and among other associates.
- Demonstrated ability to complete projects and assignments accurately in a fast-paced environment.
- Ability to use Windows-based systems, digital soft phones, and familiarity with CRM systems and practices.
- 2+ years of previous technical support service experience in a phone/email contact center.
- High school diploma or GED.
