Job Description:

Job Title: Customer Care Representative

Operating Company: Environmental Solutions Group – Marathon Equipment

Location: Vernon, AL

Reports to: Customer Care Supervisor

Department: Customer Care

POSITION SUMMARY:

The Customer Care Representative (CCR) is primarily responsible for supporting the Sales Department and maintaining customer relationships.

ESSENTIAL JOB FUNCTIONS INCLUDE:

Corresponds with Regional Sales Managers regarding customer accounts and resolves problems.Coordinates with customer, Regional Sales Manager, and all departments to resolve scheduling conflicts and other issues.Follows up on customer orders to ensure customer is aware of order manufacturing and delivery dates and resolves conflicts, ensuring customer satisfaction.Coordinates installations with the customer and installer, as needed.Build and maintain good working relationship with customers.Follows up with Shipping Department concerning delivery dates for customer orders and ensures customers are informed.Reviews installation purchase orders issued and ensures all documents are received and correct before entering in ERP system.Maintains database of service provider insurance certificates.Research customer payment and vendor payment issues.Prepares quarterly reports for cooperative purchasing group and requests payments.Prepares documents requested by internal and external auditors.Facilitates order review process and updates sales orders in ERP system.Responsible for daily sales invoicing for equipment and parts orders.Should possess or be willing to obtain a notary public to facilitate processing lien waivers.Monitor and maintain office supplies for department and facilitates copier supply orders and service requests.Receives incoming calls for customer products including troubleshooting and specifying equipment when the customer is not sure which piece of equipment is appropriate.Inputs product orders into computer and insures computer information backup.Notifies customer of product prices, delivery dates and technical information regarding products and parts.Provides written price quotations per customer requests for standard and special equipment.Initiates special price quote requests and sends to Engineering Department.  Calculates price and quotes to customer upon receipt from Engineering, Manufacturing and Purchasing.Must be familiar with and maintain compliance to all Marathon Equipment Company rules and Code of Ethics.Attendance at work, including presence at work during regular working hours or other schedule as may be assigned by the department manager, is essential. Acceptance of overtime assignments may also be required in order to meet departmental goals and objectives.The individual should be able to multi-task numerous job responsibilities with minimal direction. The CCR will work in a self-directed work team to meet company objectives while supporting and meeting customer demands. The individual will be customer focused and have a "can do" attitude to exceed customer demands while balancing the policies and procedures of the company. The CCR will be an excellent listener with the ability to have a strong phone presence. The individual will be confident and must have the ability to sale ideas, concepts, and mechanical components over the phone.Individual should be flexible and willing to learn new skills in a constantly changing and dynamic work environment.Performs other various duties as may be assigned.

JOB SPECIFICATIONS:

High school diploma required and up to one year of college, technical school, or equivalent experience.Requires ability to understand general arithmetic.Speak and write in a clear and understandable manner for internal and external relations.Understand difficult written and verbal instructions.  Requires the ability to read written instructions, correspondence, and other documentation, as well as operate office equipment such as computers and printers.Proficient use of data processing applications, including Microsoft Word and Excel.Technical knowledge of parts and products.Requires normal attention with periods of high concentration intermittently to input product and parts orders into computer and insure computer information backup.

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel.  Listens to understand input, feedback, and concerns.  Provides complete information in an open, honest, and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad.  Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate.  Embraces a positive outlook.  Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements.  Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems.  Works with both internal and external customers to develop solutions which meet company-wide needs and objectives.  Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value.  Shares best practices with other employees across the business.

Accountability:  Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

ABOUT ESG:

Environmental Solutions Group stands at the forefront of sustainable innovation, dedicated to transforming the waste industry with eco-friendly equipment and technology solutions, all designed to improve the lives of our customers, and their communities.

This Connected Collections® ecosystem integrates advanced technology across our brands, including Heil® refuse collection vehicles, Marathon® Equipment compaction and recycling equipment, 3rd Eye® technology solutions, Soft-Pak® waste hauler software, Curotto-Can® automated carry cans, Bayne® lifting products, and Parts Central® OEM parts.

Driven by a mission of “Improving Lives,” our best-in-class teams, innovative products, and advanced technology work tirelessly to leave a lasting legacy of excellence and environmental stewardship, ensuring a greener, healthier planet for generations to come.

For more information, visit www.terexesg.com.

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

Terex Overview:

At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are a $5 billion publicly traded global industrial equipment manufacturer of materials processing machinery, waste and recycling solutions, mobile elevating work platforms (MEWPs), and equipment for the electric utility industry. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.   

While our operations are global, each office or factory is a close-knit community.  We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement.  It's an exciting time to be part of the expanding manufacturing sector - come join us!

Additional Information:

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at Globaltalentacquisitions@terex.com  

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.