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iAutomation · 2 weeks ago

Customer Relations Team Lead

Franklin, MA

Full-time

Onsite

Mid, Senior Level

$76K/yr - $94K/yr

4+ years exp

iAutomation is a company that focuses on customer relations and account management. The Lead Customer Account Specialist supervises a team of Customer Account Specialists, manages customer accounts, and ensures customer satisfaction through effective communication and collaboration with internal teams.

AutomotiveIndustrial Automation

Responsibilities

Supervise 3-5 Customer Account Specialists

Data Entry into the ERP System

Command of general order entry skills

Fills orders by transferring orders to fulfillment; communicating expected delivery dates; communicating tracking and follow up information regarding customer orders

Generating, reviewing and analyzing reports related to customer and sales activity

Quoting products and services

Generate and recommend additional products for customer by identifying customer needs/application

Generate and recommend additional products due to command of product knowledge

Product selection

Quote follow up including answering customer questions on pricing, product and lead time

Independent margin adjustments within designated approval matrix

Identify customer needs for overall customer satisfaction

Meet company sales goals

Recognize and resolve customer needs including selecting and explaining the best solution for the customer and expediting corrections or adjustments

Proactive customer service

Work with other departments to exceed customer expectations

Build and maintain sustainable customer and internal department relationships

Recognizing and documenting Sales Leads

Route qualified opportunities to the appropriate sales executives and teams for further development and closure

Maintain (and expand) database of prospects

Technical understanding of products offered

Ability to supervise fellow employees as an active supervisor

Departmental scheduling

Delegating tasks

Monitoring team performance and daily activities with staff

Assist team by performing tasks with them

Travel as needed to other facilities

Resource for departmental training and development

Handling both customer and staff complaints

Help to hire new staff and onboarding

Reporting to senior management and personnel when required

Assisting with development and implementation of policies (and explaining these to team)

Supervise 3-5 Customer Account Specialists

Escalate issues to Manager

Assisting with development and implementation of policies (and explaining these to team)

Qualification

Customer relationship managementSupervisory skillsData entrySales experienceTechnical product knowledgeProactive customer serviceTeam performance monitoringTask delegationComplaint handlingTrainingDevelopment