Job description
Overview:
Major Responsibility Area #4: Sales and Marketing Development
Major Responsibility Area #5: Safety
Skills and Experience:
Travel Requirements:
Training Requirements:
Scope of Responsibilities/Accountability:
Work Environment and Physical Demands:
This position requires frequent sitting and operation of computer with use of a keyboard, mouse, and terminal screen. The employee is occasionally required to; stand, walk, stoop, kneel, crouch, or crawl. Infrequent lifting of up to 20 pounds also required.
AN EQUAL OPPORTUNITY EMPLOYER
Position: Customer Care Specialist
- This position is responsible for receiving customer requests, contacting customers and following-up with customers to increase aftermarket parts sales volume and profitability.
- The incumbent will be required to: field and respond to customer parts and/or commercial inquiries, coordinate/manage the research required for developing basic to intermediate technical parts proposals, to develop and deliver such estimates and proposals in a professional, accurate and timely manner.
- Incumbent will also be responsible for the management of sold parts as assigned.
Major Responsibility Area #1: Provide World Class Customer Service
- Receive, coordinate and process customer parts inquiries accessing JBT resources to respond to the inquiry quickly and accurately.
- Provide accurate responses to technical questions through research and consultation with colleagues, departments and other JBT FoodTech divisions as needed.
- Prepare simple to intermediate machinery rebuilds, parts proposal to support assigned product lines.
- Manage assigned basic to intermediate parts projects from inquiry to installation as required.
- Provide support to international customers and respond to after-hours emergency part inquiries.
- Proactively up-sell and/or follow-up with customers to grow sales volume.
- Actively contact existing and past customers in follow-up to lost parts orders (i.e.: to competitors or based on reduction in order volume year over year) and identify reasons why customers are not buying parts from us.
- Compile all relevant information/business intelligence/competitor intelligence into proper report form and distribute to upper management and marketing so appropriate actions can be taken as needed
- Prepare and review cost estimations of our products by simulations and analysis as well recommending and implementing alternatives for cost savings.
- Follow department processes and procedures required to assure effective parts margin performance within department sales goals.
- Follow-up and track status performance on all assigned parts estimates/proposals, technical inquiries, orders and shipments in an effort to provide excellent customer service
- Develop costing estimates and pricing to support assigned product line proposals for new and/or rebuilt parts, and parts and/or service project proposals.
- Assist with the creation of new or updated Sales and Marketing information including technical literature/brochures, competitor information and comparisons, trade journal articles or advertisements, etc.
- Proactively approach customer with critical spare parts program,
- Supports on part identification for Field Service Reports and creates quote to the customer.
Major Responsibility Area #2: Increase Margins
- Proactively up-sell and/or follow-up with customers to grow sales volume.
- Follow department processes and procedures required to assure effective parts margin performance within department sales goals.
Major Responsibility Area #3: Pro-active Sales Follow-up
- Follow-up and track performance on all assigned parts estimates, proposals, orders, and shipments
- Report potential sales activity from customer follow-ups or customer’s reason for not pursuing purchase
Major Responsibility Area #4: Sales and Marketing Development
- Manage and maintain Customer Order files and history records.
Major Responsibility Area #5: Safety
- Meet all monthly safety requirements as established by the HSE Department
- Attend all required Safety Training sessions or complete and submit make-up materials to HSE
- Comply with all JBT safety policies and guidelines
Education:
Mandatory: Two-year AS or AA degree required
Skills and Experience:
- Excellent verbal and written communication skills
- Excellent telephone and customer communication skills
- One (1) to Three (3) years of customer service experience
- One (1) to three (3) years of manufacturing experience in a build to order environment is preferred
- V Basic technical understanding of some of preservation products and services
- Strong skills with a PC and MS Office software applications (Word, Excel, Outlook)
- Ability to work and communicate effectively in a team environment
- Ability to work more than 8 hours per day on occasion
- Strong organization, problem solving and prioritization skills
- Strong work ethic and sense of urgency
- Creative/Innovative
- Ability to work independently
- Effectively learn other computer programs/software
Travel Requirements:
10% domestic and International
Training Requirements:
Develop knowledge of business system and other computer programs that support the Customer Service, Service and Food Lab departments. Product line knowledge will be gained by ongoing interaction with colleagues throughout the business. Continuing education will be obtained through specialty courses in business, customer relations and software courses, and as outlined in the individual development agreement.
Scope of Responsibilities/Accountability:
External contact with customer’s personnel including purchasing, accounting, project managers, and technical representatives to coordinate customer quotes and orders.
Internal contact with FPSD’s employees and contractors including Accounting, Design Engineering, Machine Sales, Application Engineering, Field Service, Purchasing, Manufacturing, and Materials departments to coordinate parts related project estimates and customer orders.
Work Environment and Physical Demands:
Approximately 95% of all work is performed in an office setting while the remaining 5% may be spent on the shop floor or at customer sites. Incumbent will be exposed to potential hazards such as noise; heavy equipment; temperature extremes; chemicals; etc., while working in shop assembly area or while at customer sites.
Occasional travel by airplane or automobile will be required.
This position requires frequent sitting and operation of computer with use of a keyboard, mouse, and terminal screen. The employee is occasionally required to; stand, walk, stoop, kneel, crouch, or crawl. Infrequent lifting of up to 20 pounds also required.
AN EQUAL OPPORTUNITY EMPLOYER
It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities
If you have a disability or impairment that prevents you from completing the online application, please seek the assistance of your local employment services agency. JBT maintains active relationships with local employment services agencies, and they have pledged their support in assisting any applicant needing help in applying. To find information on agencies throughout the United States, please go to www.careeronestop.org
You may also call Susan Cotton at 844-286-4524 if your disability or impairment prevents you from applying online. NOTE: Do not use this number unless you need assistance because of a disability or impairment. The personnel attending this phone line will not be able to give you a status update regarding your application and will not be the individuals making a decision regarding your employment.
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