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Customer Service Rep - Email Team

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With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

 

GENERAL RESPONSIBILITIES:  

  • Manage electronic requests/inquiries for parts, service and product information in an accurate and efficient manner
  • Field requests from a diverse customer base to include government, end-users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives
  • Advise customers of all required purchase order information needed
  • Effective time management and ownership of CSR’s daily unresolved open orders, billing blocks, and service notification reports
  • Prompt communication and dedicated follow through to external and internal customers with a focus on urgency, documentation, quality and customer satisfaction
  • Effectively resolve customer inquiries, quotes, orders and general requests - balancing customer and company needs with responsibilities to include:
    • Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests
    • Status of part and service orders, shipment tracking information, back orders, purchase order confirmations
  • Navigate and troubleshoot all inquiries submitted through company online purchasing website
  • Partner and collaborate within Customer Service teams as well as internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal

 

REQUIRED EXPERIENCE & EDUCATION:

  • High school diploma or equivalent plus one year experience in a customer contact center environment
  • SAP or ERP systems and Cisco soft phone experience preferred

 

REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:  

  • Strong attendance and punctuality
  • Strong keyboard skills
  • Proficiency with Microsoft Outlook
  • Experience in working in a multi application and dual monitor environment
  • General understanding of Tennant products and service
  • Responds effectively to the needs of a diverse customer base, while providing exemplary customer service
  • Demonstrates prioritization skills in order to accommodate emerging needs, able to adapt his/her approach as business requirements change
  • Customer Advocacy:
    • Garners information from customers to identify their needs
    • Addresses customers inquiry by involving appropriate resources
  • Communication and Execution:
    • Listens and communicates clearly, concisely and professionally
    • Writes with accuracy, simplicity and professionalism
    • Ensures work is completed according to department guidelines and expectations
    • Demonstates strong self-accountability through execution of policies and procedures
  • Data Management:
    • Actively and efficiently processes all customer inquiries and requests, with strong attention to detail
    • Consistent follows up on open inquiries to ensure timely resolution
  • Problem Analysis and Resolution
    • Uses problem solving and critical thinking skills to ensure the needs of the customers are fulfilled
    • Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests
    • Understands when to engage second tier support to efficiently and effectively resolve time sensitive customer needs

 

Begin your journey with us. Let's reinvent how the world cleans. 

 

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, age, military service, pregnancy, sexual orientation, genetic information (including family medical history), marital status, gender identity or expression, parental status, political or any other non-merit based factors protected by state or federal law or local ordinance.


Nearest Major Market: Minneapolis

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