Technical Sales Specialist

2 weeks ago

Richmond Hill, Ontario, Canada Global Industrial Full time
Technical Sales Role

About the Position

Global Industrial is seeking a skilled Technical Sales Representative to join our team. As a Technical Sales Representative, you will be responsible for providing exceptional customer service and technical support to our Exclusive Brand customers.

Key Responsibilities

  • Assist customers with troubleshooting product-related technical issues.
  • Coordinate with the Global Industrial Exclusive Brand team to diagnose product issues and develop solutions.
  • Coordinate field service calls, including scheduling technical visits and documenting diagnoses in the Global Industrial CRM.
  • Order parts from Global Industrial suppliers and ensure 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.
  • Work with customers via email and phone 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.
  • Efficiently and professionally communicate with customers and assist them with their needs.
  • Excellent written communication and comprehension.
  • Skilled at consistently 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.

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