JOB SUMMARY:

The Customer Engagement Representative is many times the first point of contact with our customers. They communicate and coordinate with customers, channel partners, sales and internal departments to assure customer orders and requests are handled accurately and in a timely manner for a smooth sales process. Know the customer and be the voice of the customer.

ESSENTIAL/PRIMARY DUTIES:

• Coordinates with various trades including channel partners, customers, government, service providers, contractors and Midmark sales force both domestic and internationally.
• Manages multiple requests, tasks, and deadlines.
• Provides phone coverage for departmental call center queues.
• Coordinates orders, inquiries, information, projects, and consignment inventory for multiple sales representatives.
• Processes and books domestic and international orders. Takes orders via phone, e-mail, EDI (electronic data interchange) or Ecommerce and enter into an ERP system. This includes credit card, service, warranty, non-warranty dispatch, Government, contract, consignment, giveaway & trade show orders.
• Coordinates activity between the customer, channel partner and multiple internal departments to ensure customer satisfaction from start to finish. This includes expediting orders, ensuring specific delivery dates & times are met, issuing credits, assisting with price discrepancies, addressing shipping issues/freight claims, ordering replacement product and issuing return good authorizations.
• Maintains a comprehensive understanding of all products and services relative to division of support. Develops and grows relationships with channel partners, working collaboratively to execute on requests.
• Responds to customer inquiries and assists customers with list price, channel partner price, contract price, part numbers, product information, shipping information, freight terms, anticipated delays, past dues, promotional and contract inquiries, and any additional information needed by customer via phone, email or web.
• Obtains freight quotes and helps coordinate delivery needs with Midmark’s logistics department.
• Coordinates the activities of special or multi-phase projects to ensure the product is ordered, completed, and delivered to the satisfaction of the customer from start to finish.
• Collaboratively engages customers, finance, and other areas to setup new customers.
• Manages & maintains departmental email boxes.
• Supports and implements MPS principles and theme work.
• Ensures Midmark’s compliance to all Quality regulations (FDA/ISO) and departmental procedures and guidelines.

SECONDARY DUTIES:

• Assists with departmental & cross-functional projects and initiatives.
• Trains teammates on departmental processes.
• Runs and updates departmental reports.
• Assist with audits and respond to auditors’ requests.
• Supports other Midmark locations/teammates as needed.
• Participate during customer visits, events, offsite deliveries/installs as needed.

EDUCATION and/or EXPERIENCE:

High School diploma or equivalent and 1-3 years related experience, or equivalent combination of experience and education.

COMPETENCY and/or SKILL:

• Ability to represent Midmark in a professional manner with a wide variety of customers at all management levels
• Customer Service mentality, ability to go above and beyond for the customer
• Detail oriented, capable of managing multiple tasks, requests & projects while meeting deadlines, able to quickly act under pressure, along with strong organizational skills
• Positive attitude, good listener, willing to take initiative and adaptable
• Excellent verbal & written communication and interpersonal skills
• Strong problem-solving skills, ability to identify problems, root causes and possible solutions
• Comfortable working in cross-functional environment
• Intermediate MS Office skills, required
• Enterprise Resource Planning (ERP) system experience, preferred
• Customer Relationship Management (CRM) software experience, preferred
• Customer Service (call center or order processing) experience, desired
• Logistics/transportation knowledge, preferred

SUPERVISORY RESPONSIBILITIES:

• N/A