THE ROLE:            Sales Support Specialist

 

LOCATION:            Waukesha, WI

REPORTS TO:       Parts & Service Manager

POSITION TYPE:   Full-time, Non-Exempt

 

OUR OPPORTUNITY:

Enhances the customer experience by providing the most accurate and efficient solutions which include the following: manages incoming calls and emails from customers with queries related to Wildeck equipment; assists customers in identifying replacement parts, and generates part, service and installations quotes; enters and fulfills customer orders as needed; and responds to and assists customers with parts returns (RMAs), warranty issues, and provides overall technical assistance.

 

YOUR RESPONSIBILITIES:

• Provides answers to basic technical questions from customers regarding Wildeck products and parts.
• Assists customers in identifying replacement parts needed.
• Develops and submits quotes for parts, service/preventive maintenance, and product installations.
• Follows up on open quotes and opportunities.
• Assists with order entry and fulfillment as needed ensuring order accuracy.
• Assists customers with returns (return material authorization) and warranty issues.
• Deescalates situations involving dissatisfied customers, offering assistance and support.
• Maintains records of correspondence with customers.
• Follows up with customers to ensure their technical issues are resolved.

 

YOUR QUALIFICATIONS:

• Bachelor’s degree in Business Administration or related field, or equivalent combination of education and experience.
• Experience in customer service, call center, inside sales, parts, or field service in the material handling industry strongly preferred.
• Proficient with workplace tools such as Microsoft Office, Salesforce, ERP systems, phone and data entry.
• Excellent verbal and written communication, interpersonal and active listening skills.
• Demonstrated ability to provide excellent customer service.
• Ability to troubleshoot and problem solve issues.
• Excellent time management and organizational skills along with the ability to multi-task and meet deadlines.

 

OUR COMPANY

 

Headquartered in Waukesha, Wisconsin, Wildeck is a subsidiary of Holden Industries, and is a 100% employee-owned company.  Wildeck is the largest U.S. manufacturer of industrial steel work platforms (mezzanines), vertical lifts (VRCs), rideable material lifts (RML), safety guarding products, industrial ladders, crossovers, and more.  We have been providing the highest quality products to the distribution industry for almost 50 years.

 

Wildeck provides employees a comprehensive total rewards package.  Along with competitive compensation we offer three different health plans, dental, vision, life insurance, short- and long-term disability, identity protection service, paid parental leave, employee assistance program, continuing education, generous paid-time-off and nine paid holidays. 

 

Retirement plans include the Employee Stock Ownership Plan (ESOP) and 401k. Contributions to the ESOP are made by the Company annually based on profitability.  One of the many benefits of being an employee-owned company is that our employees are our shareholders with the ability to directly impact the profitability of the company and share in the rewards. 

 

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