The Sr Customer Experience Specialist (MW) provides superior customer service extending “end to end” support and service to specialized customers, field specialists and account managers.

• An assertive personality, high energy level and resilient character
• Excellent written and verbal communication skills
• A high level of integrity in all business dealings
• Strong time management and organization skills
• High School Diploma or GED; (undergraduate degree preferred)
• 1-3 years of inside sales, customer service, and/or telemarketing experience
• Ability to rapidly build knowledge of E&R’s product lines
• Understand and use basic selling techniques: opening, probing, presentation, over-coming objections

• Managing variation of incoming volume (Phone, Fax, e-mail, EDI etc.)
• Developing, implementing, and auditing workflows (For example; system or work process)
• Computer Skills, Ability to learn new systems or applications
• Ability to complete order/data entry with accuracy.
• Proficient with MS Office applications Outlook , Excel, Teams.
• Able to work out of various customer portals and internal ERP systems, while simultaneously using communication channels (email/chat/phone).
• Use a cross-functional approach to problem solving, whereas team member is comfortable collaborating with multiple departments.

• Manage customer, supplier, or vendor relationships and balance internal and external interests
• Probes to dissect customer/supplier need and unique issues that are important to the customer
• Getting past ‘No’ and providing options to enlarge the opportunity
• Finding opportunities to ‘up-sell’ beyond the original product need
• Utilize customer feedback and input to understand what triggers a buying decision

• Attempts to self-solve before escalating complex issues or problems
• Compiling/sorting/querying mass amounts of data quickly to see meaningful trends
• Facilitating discussions between supplier, customer and sales to develop solutions

• Managing annual price increase
• Works to minimize customer errors and/or customer discrepancies
• Recommends system improvements or identifies system constraints for consideration
• Working with back end processes to gain understanding of troubleshooting and system capabilities

• Demonstrated industrial/manufacturing expertise gained through, but not limited to, vocational training, education, previous work experience, and related professional certifications.
• Well-rounded knowledge of complex manufacturing (e.g. automotive, aerospace, etc.).
• Identify and source an item based on description, image, and/or part number provided by customer, or during onsite product discovery.
• Knowledge of the metalworking industry including suppliers, products, tool use, technical terminology & applications:
  • Well-rounded knowledge of MW vendors
  • Superior command of product specification terms (flutes, flute length, type of flute)
  • Good understanding of MW Industry terms both standard and slang (TIR, deflection, chipping, waviness, chatter)
  • Identify an item from description without part #
  • Offer substitute item that is same form, fit, function
  • Application knowledge (a plus but not required)
  • Read blueprints (a plus but not required)