Customer Experience Specialist - Crushing

Description:

ICM Solutions, a leader in crushing, underground mining rebuild, and white paving equipment, service, and solutions across the Mountain West, is seeking a Customer Experience Specialist (CES) to join our growing team in Phoenix, AZ. The CES is a key member of the branch operations team, responsible for building trust with our customers and consistently exceeding their expectations. This role is the primary point of contact for our customers seeking parts and service solutions for their rented or owned crushing equipment. This role will prioritize collaboration, safety, and a commitment to a positive work environment. This is an on-site position — you must be available to work in the office Monday through Friday.

Duties and Responsibilities:

• Research and identify parts for a customer with associated part systems, create and manage orders for a customer.
• Liaise with the service team to schedule service and technicians to complete customer orders.
• Advise customers on substitutions of part(s) when replacement is not available.
• Proactively pursue need by dates to manage emergency fees and freight charges.
• Research and procure all will-call parts for walk in customers.
• Provide answers and solutions to customer questions for will-call orders including back ordered parts, shipping and logistic questions, updated parts questions, etc.
• Proactively manage customer expectations related to back orders.
• Complete bids for services and PSQ.
• Participate in phone soft skill monthly training.
• Participate and complete training as required or as is available.
• Work daily customer back-order queue. (EMBO report)
• Process 30-day returns.
• Process and stage customer orders.
• Performs all other duties as needed.

Requirements:

• A continuous commitment to working safely.
• Willing to promote a teamwork attitude working closely with all departments throughout the company
• Customer Service Proficiency/Aptitude: Ability to add value to our products and service. Build relationships between our dealership and customers.
• Strategic Organization: Need to have the ability and self-discipline to use time, energy, resources, etc. in an effective way to achieve department and company objectives.
• Takes Initiative: Ability to envision and understand a described goal, objective, concept, or strategy and takes the initiative to get there.
• Communication: Ability to work and communicate well with co-workers and customers. Reacts well under pressure.
• Understands the urgency of our industries and the need for getting their equipment repaired as quickly as possible
• Understands problem ownership. When given a problem will take ownership of it and determine a solution for the customer while maintaining the integrity of the ICM team
• Pass pre-employment drug screen and background check
• Must have a clean driving record

Why ICM Solutions?

• Fast-growing company with big ambitions—to be the best crushing, underground mining rebuild, and white paving dealer in North America.
• Strong, people-focused culture where your work truly makes an impact.
• Backed by the stability and career opportunities of Campbell Companies and Wheeler Machinery Co.
• Competitive benefits: PTO, medical/dental/vision/life insurance, and 401(k) with company match.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).