Express Employment Professionals Hiring for Tech Support/Customer Relations Manager Job at Van Nuys, CA Full Time

EXPRESS EMPLOYMENT PROFESSIONALS IS THE LARGEST PRIVATELY OWNED STAFFING AGENCY IN THE COUNTRY:

Our client in Van Nuys Ca. is seeking a: Tech. Services & Customer Relations Manager

BILINGUAL ENGLISH/SPANISH IS A HUGE PLUS!

Responsibilities and Qualifications:

• The qualified individual will have the ownership and authority to make a difference in managing inbound field information.
• This individual must have the ability to direct duties of administrative, field application and tech support staff as well as provide full support to the Sales management function.
• This individual must have the ability to cope with conflict, stress and crisis situations through effective problem solving and mediation skills.
• He or she will oversee the compliance to established policies, procedures, and guidelines.
• This individual must have strong computer skills, including all MS Office applications.
• Efficiency and a strong attention to detail is required as well as strong organizational and planning skills.
• This individual must be able to work with minimal oversight, exercising sound judgment and problem-solving skills.
• This individual must be able to develop recommendations to senior internal leadership. This position requires the person to be able to work independently and in a team environment.

Essential Job Duties:

• Develop and maintain strategies for clients’ CRM, including proprietary CRM application, HubSpot.
• Develop and Communicate CRM value, including activity and project/deal reports while providing recommendations to senior leadership.
• Develop and Report on call activity including types of calls, number of calls, and data that can be useful as recorded into the CRM.
• Work closely with internal and external management on CRM program development and implementation.
• Analyze HubSpot data to determine CRM efficiency & effectiveness.
• Take Presale, technical, and RMA calls, repair RMAs
• Identifies and triages inbound pre-sale leads, application design, and technical support.
• Ensure quality customer service when providing sales and technical support including pricing, status (tracking), and quoting requests.
• Ensure Manufacturer’s Representatives as well as Field Application Engineers receives qualified leads (hand off & manage).
• Work closely with order desk and administrative personnel assist in entering PO’s, invoices, and Return Merchandise authorizations with QuickBooks when needed.
• Executes and organizes RMA program including Return for Credit, Repair, loaner, and demo requests.
• Execute and maintain lead generation procedure including Sales Process Guide and ensure sales materials undergo regular review and adhere to brand guidelines.
• Collaborates when needed with Financial Services, Engineering, New Product Development, Logistics and Production for product planning.
• Manage multiple email accounts including Sales, Tony, Tech Support, others
• HubSpot Admin
• Prices on HubSpot, User permissions on HubSpot, HubSpot deals for LAR, HubSpot workflows
• Oversee product forecast, biweekly meeting
• Support marketing materials development undergoing regular review and adherence to brand guidelines.
• Collaborates with Marketing Department to assist the development of market communications strategies for projects, including company website and social media.
• Execute regular reviews on clients’ website and ensure website is up to date on products and content that adheres to brand guidelines.
• Work closely with marketing teams to develop and communicate marketing plans, blog campaigns, and SEO reports including online, electronic media, and print.
• Work with marketing on product related projects i.e., Quick reference guide, one sheets, e-newsletters, etc. “Let’s Talk” follow ups, demo/proof-or-concept to order desk and “Chatbot”
• Weekly meetings (FAEs, production, NPI, marketing, other)
• FAE travel expenses, Commission reports
• Must be willing to travel when travel is required
• Ensure work areas are maintained and cleaned daily
• Performs other work-related duties as needed and as assigned
• Follows and enforces all safety standards and procedures

Knowledge and Experience:

• Must have experience in Inside Sales.
• Must have experience in Office Administration
• Must have strong documentation skills
• Must have strong internal and external customer focus with great follow-up
• Must have the ability to effectively work and communicate with employees of all levels

Skills and Abilities:

• MUST HAVE A TECH SERVICES BACKGROUND!
• Must be able to speak, read and write English to follow work instructions
• Must have excellent interpersonal and communication skills
• Must have the ability to drive positive change in both processes, systems, and culture
• Must have strong organizational and planning skills
• Must have strong computer skills in MS Office Suite (Word, Excel, PowerPoint)
• Must have intermediate to advanced level of experience using Excel and Outlook
• Must have proven leadership
• Must have strong attention to detail
• Must be able to work under limited supervision and assistance
• Must be a problem solver and follow-through
• Must be able to lift to 25lbs

HOURS: 7:30am-4:00pm

SALARY: $25.00ph-$28.00ph DOE

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Job Type: Full-time

Pay: $25.00 – $28.00 per hour

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Van Nuys, CA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location