天津招聘

Customer Service Representative



Reports to: Customer Service Manager



Requirements


· Timeliness. CSR's will respond to customer's request for information (quotes, delivery, or other), in a timely fashion. Each CSR will look for ways to minimize this response time by providing group leaders with process improvement suggestions where applicable.

· Accessibility. CSR's will maximize the amount of time that they are available for a dealer salespersons calls. The CSR will make arrangements to minimize the dealer salespersons inconvenience and frustration.

· Accuracy. CSR's will provide the customer (both internal and external) with information that is both complete and accurate.

· Product Knowledge. CSR's are to have a good working knowledge of the company's products. They will understand all standard products as well as when and how to apply non-standard options. CSR's will know and understand the features and benefits of Gorbel's products relative to the competition.

· Job Knowledge. CSR's are to understand the process flow of quotes and orders. They understand what constitutes an exception and what actions to take when encountering an exception.

· Communications (External)

· Professionalism. CSR's are to have excellent diction, grammar, and phone etiquette. They are able to create rapport with reps, dealer salespersons, and end users.

· Establishing Expectations. CSR's are to clearly establish and meet (or exceed) expectations with reps, dealer salespersons, and end users. This will require the CSR to ask questions up front such as "What is the application?", "When do you need this quote?", and "When would you like to install this?". Establishing expectations reduces embarrassing call backs and increases the likelihood that the crane quoted will best meet the end users requirements.

· Communications (Internal)

· Intra-Departmental Communications (Processes). CSR's are to consider themselves a primary supplier of information to their internal customers. This will require the CSR to document the expectations of the external customer as a part of their own business process.

· Intra-Departmental Communications (Information Sharing). CSR's are to actively seek out and provide other Gorbel personnel with information. This would include new product opportunities, product enhancements, competition, and other marketplace information.

· Taking Ownership. Each contact with an external customer will be followed though. This will require the CSR to actively track and document all open issues. Each CSR will know how many quotes they are working on and where these quotes are and will notify dealer salespersons of any problems (i.e. late order, late quote, etc.). The CSR will be responsible for each hand-off that is made.










Skills Required:

· Product knowledge (the ability to learn the company's product)

· Conflict resolution skills

· Phone skills

· Time management skills

· Organizational skills

· Negotiation skills

· Computer skills

· MS Excel

· MS Word

· Familiarity with the Internet

· Problem solving skills

· Communication skills

· Experience in estimating/ quoting

· Technical acuity

· 4-year degree

· Fluent English in both written and spoken.

高博（天津）起重设备有限公司是美国Gorbel International Inc.在天津经济技术开发区于2005年6月成立的独资企业。
Gorbel自1977年以来开始工字钢悬臂起重机的生产, 公司一直致力于提供高架物料输送的解决方案，现在产品系列得到了长足的发展，生产领域延伸到封闭型轨组合起重机、组合悬臂起重机、龙门起重机、智能辅助起重机械和专利轨道起重机。根据美国SIC统计，Gorbel公司封闭型轨组合起重机自2004年以来的销售额在美国同类产品中位居首位。
GORBEL的公司文化及管理理念营造了一个友善、和谐的团队环境，公司鼓励员工发挥自己的创造性。我们期待您的加盟。
公司地址：天津经济开发区十三大街58号