Customer Service Representative (Contract)

Overview

Element is currently seeking a Customer Service Representative (CSR) to join our growing team in Ann Arbor, Michigan. The (CSR) is primarily responsible for handling straightforward price and requests for quotes (RFQ’s) from our customers via email or over the phone and following up on pending or issued quotations. The (CSR) may also be involved in identifying new sales opportunities through proactive questioning to ensure maximum share of customers’ testing business.

 

Responsibilities

• Primarily involved in the access and persuasion steps of the sales process; including qualifying,relationship building, needs evaluation, solution development / presentation and closing
• Proactively engage with customers using phone, email, web conferencing
• Identify current and future customer service requirements by establishing personal rapport withpotential and actual customers, acting as a liaison between the customers and Element.
• Manage relationships
• Focus on straightforward quotation enquiries for standard products & services
• Gain pricing and lead time from standard price lists
• Work with departments to resolve complaints. Process sales invoices, quoting and provide statusreport to clients.
• When applicable handle requests for information (e.g., shipping/delivery dates)
• Actively utilize CRM to record activities, ensuring contact details are accurate, duplicates areremoved, new information is added and accurate call / visit logs are entered
• Achieve sales goals by converting and penetrating accounts
• Build and maintain a working knowledge of Element’s service offerings; participate intraining/coaching opportunities.
• Ensure compliance with all Element policies including but not limited to Terms and Conditions, tradecompliance, treatment of others, moral code of conduct, and employee handbook.
• Ensure adherence to all applicable laws pertaining to safety, environment and corporategovernance.

Skills / Qualifications

• HS Diploma or Equivalent
• Approximately three years of Customer Service experience. Quoting experience strongly preferred
• Ability to read and interpret documents such as customer quotes/contracts, marketing materials, and customer testing specifications Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to calculate figures and amounts such as discounts, interest, commissions and proportions
• Ability to solve practical customer problems
• Ability to interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form.Physical Demands
• Lifting <5 lbs. infrequently and > 5 lbs. sporadically
• Ability to sit at a desk for the majority of the work day
• Work is performed mainly in an office setting. The employee may be required to go within the labenvironment periodically
• Experience in interpreting testing procedures and requirements desired
• Proficiency in Microsoft Applications (Dynamics AX and CRM, Word, Excel)
• Ability to remain calm when faced with mounting pressure related to deadlines and multiplepriorities
• Well-developed oral and written communication skills to meet a variety of communication needs
• Strong interpersonal skills that foster open upward and downward communication built on mutualrespect
• Ability to interface with clients, win new work and determine their requirements; helps developsproposals including cost estimates, work plan and terms and conditions

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Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

 

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

 

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

 

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating