Call Center Representative - $2000 Signing BonusWith more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations, and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.
GENERAL RESPONSIBILITIES: Manage a high volume of incoming phone and electronic requests/inquiries for parts, service, and product information from internal and external customers in an accurate and efficient manner.Field requests from a diverse customer base to include government, end-users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives.Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality, and customer satisfaction.Understand Tennant products and service to expertly advise customers of all required purchase order information.Effectively own and manage daily open orders, billing blocks, and service notification reports.Adhere to all documented procedures related to orders, quotes, and service inquiries.Effectively resolve customer inquiries, quote, order, and general requests, while balancing customer and company needs, including:Electronic requests for W9, SDS, POD, certificates of insurance, part identification, and vendor information requests.Status of part and service orders, shipment tracking information, back orders, purchase order confirmations.Navigating and troubleshooting all inquiries submitted through company online purchasing website.Partner and collaborate within Customer Service teams to build effective relationships with other internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing, and Legal.REQUIRED EXPERIENCE & EDUCATION: High school diploma or equivalent.0-2 years experience in a customer contact center environment preferred.SAP and/or FSM ERP systems and Cisco soft phone experience preferred.Intermediate PC and PC applications skills (Microsoft).Proficiency with Microsoft Outlook.Experience working in a multi-application and dual monitor environment.REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS: In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position:
Excellent attendance and punctuality.Customer Advocacy:Garners information from customers to identify their needs.Addresses customers' inquiries by involving appropriate resources.Provides detailed information concerning customer inquiries and requests.Responds effectively to the needs of a diverse customer base, while providing exemplary customer service.Communication and Execution:Listens, communicates clearly, concisely, and professionally.Writes with accuracy, simplicity, and professionalism.Ensures work is completed according to department guidelines and expectations.Demonstrates strong self-accountability through execution of policies and procedures.Data Management:Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail.Consistent follow-up on open inquiries to ensure timely resolution.Documentation of all customer impacting information relating to inquiries and requests.Problem Analysis and Resolution:Uses strong problem-solving and critical thinking skills to ensure the needs of the customers are fulfilled.Utilizes the tools, resources, and processes acquired in new hire training to resolve customer-related requests.Understands when to engage second-tier support to efficiently and effectively resolve time-sensitive customer needs.Demonstrates prioritization skills in order to accommodate emerging needs, able to adapt approach as business requirements change.Begin your journey with us. Let's reinvent how the world cleans.
Equal Opportunity Employer Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, age, military service, pregnancy, sexual orientation, genetic information (including family medical history), marital status, gender identity or expression, parental status, political or any other non-merit based factors protected by state or federal law or local ordinance.
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