Customer Relations Specialist /OEM Account Manager – ESP International – Cedar Rapids, IA

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ESP International

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Full Job Description

Are you looking for a career where you can work in a supportive environment, where you and your role are valued, and be a part of an engaging culture in an employee-owned company? If so, check out the details of this position for our Customer Relations Specialist. They are the awesome individuals who act as the go-to contact for our established customers, helping solve their original equipment manufacturer needs.
Job Purpose
The Customer Relations Specialist role is important to the growth and sustainability of the company. This position is responsible for the day-to-day communication and maintenance of ESP’s OEM (Original Equipment Manufacturer) customer base. This position needs to provide timely responses to customer requests (via heavy e-mail communication) which includes expediting requests, order modifications, and shipping information. This role is responsible for providing exceptional customer service and keeping our customers as raving fans of ESP while supporting one another.
Essential Duties and Responsibilities

  • Drives customer OTD
  • Manage order acknowledgement to customers on new orders
  • Manage expedite and other requests from customers
  • Work with our partner suppliers to ensure parts are delivered on time
  • Maintain customer Profitability
  • Monitor customer orders for correct sales prices entered
  • Correct any errors or mispriced PO’s
  • Communicate any pricing discrepancies to customers
  • Communicate new pricing to customers
  • Customer communication
  • Answering incoming calls and emails in a timely manner
  • Maintain an upbeat and positive demeanor
  • Thank customers for their time and business
  • Respond to customer request on the day you received it

Tech Skills
Office 365 (including Teams and Outlook), business systems
Associate’s degree from college or technical school and two years of customer facing experience and/or training; or equivalent combination of education and experience. Familiarity with pressure situations and how to handle them in a professional business manner also required.
Job Competencies

  • Possesses high level business writing skills
  • Attention to detail
  • Ability to speak effectively before groups of customers or associates of ESP.
  • Able to obtain and develop customer, product and supplier expertise
  • Ability to apply concepts such as fractions, percentages, ratios, graphs, and proportions to practical situations
  • Advanced Computer Skills. Proficient in Microsoft Outlook, Word, Excel, and PowerPoint and Database systems
  • Communicates well both verbally and in writing
  • Good listening skills
  • Handles customer questions and complaints
  • Meets commitments, works independently, accepts accountability

Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment can be quiet to moderate.
Remote options may be available.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with abilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk or hear, and view a computer monitor or video display. The employee frequently is required to use hands and/or fingers to type, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms.

Job Type: Full-time

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