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Customer Relationship Coordinator - Loveland, OH

The Customer Relationship Coordinator is responsible for efficiently and professionally serving customer needs, proactively building customer relationships and assisting the regional sales representatives grow revenue in their regions.

Position Responsibilities

Be a Resource to Customers

  • Listen to, understand, gain knowledge of customer needs, issues, problems, and with empathy, satisfy customers with best solutions above and beyond the normal call of duty
  • Be of service to and treat customers and employees with dignity, honesty, and with sensitivity to their needs
  • “Take Ownership” of customer requests and issues, follow-up to ensure 100% satisfaction
  • Handle all company business in the best interest of both customer and Cold Jet by creating value and providing win-win solutions
  • Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs
  • Back up other Customer Relationship Coordinators when they are unavailable or absent.

Assist in the Generation of Revenue within Assigned Territories

  • Work effectively with the regional sales representatives to service their customers and grow their territories.
  • While in correspondence with customers, look for opportunities to propose add-on sales of spare parts, accessories, extended service plans, spare part kits etc.
  • Using the Cold Jet CRM software, log all customer issues that are not immediately resolved.
  • Work with inside sales and marketing to determine sales and marketing campaigns that we believe can generate sales from existing customers.
  • Track and share calls taken, orders taken, calls opened, calls closed, and other relevant productivity measures.
  • Identify and pass along to regional sales representatives opportunities for additional machine sales.


  • Look for opportunities for continuous improvement of department efficiency and productivity
  • Learn and maintain Epicor and Sales Logix CRM software skills, phone support troubleshooting skills, and engineering drawing navigation skills as per position level requirements listed in the addendum

Position Requirements

Education & Experience

  • BS degree or equivalent work experience in communications or a technical area of study
  • Five or more years of diverse experience and accomplishment in customer service or telephone sales for a technical or capital goods company

Skill Competencies

  • Knowledgeable and accurate in order processing and administration
  • Excellent written and verbal communication skills in English
  • Strong analytical skills
  • Computer literate with experience in MS Office and the internet
  • Experience with customer relationship management/customer service systems a plus

Behavioral Competencies/Personal Traits

  • Service-oriented
  • Strong communication and writing skills
  • Multi-tasking
  • Assertive
  • Mature
  • Professional
  • Team player
  • Intelligent
  • Energetic
  • Committed to company success, willing to do what it takes to get the job done
  • Outgoing, engaging personality

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