Customer Service Consultant

Position Summary

The Customer Service Consultant (CSC) is charged with the customer’s overall satisfaction with Cold Jet products and services. The CSC is responsible for efficiently and professionally serving customer needs, proactively building customer relationships and growing the revenue in the region.

The Customer Service Consultant will provide on-site installation, service and troubleshooting support with Cold Jet equipment at customer facilities throughout their assigned territory. The CSC will add value with customers by training customers how to optimize their cleaning and surface preparation applications by best using the Cold Jet equipment. This includes suggesting other Cold Jet products, parts, and services for the customer to use in their cleaning and surface preparation processes.

Along with other roles and responsibilities, this role requires an individual who will constantly challenge the status quo and look for ways to innovate products and processes to drive value to our customers.

Position Responsibilities

Be a Resource to Customers and Support the Regional Sales Manager

• Responsible for achieving Parts and Service Sales Goals within the Assigned Territory.
• Sell consultatively while making recommendations to existing customers and prospects of various Cold Jet solutions
• Assist the Regional Sales Manager with Onsite Sales Presentations and Demonstrations within the Assigned Territory
• Work effectively with the Regional Sales Manager to service customers and grow the territory.
• Overnight Travel of approximately 50% or more depending on company needs.
• Identify opportunities for additional machine sales, conduct product demonstrations and produce quotations for consideration from the customer
• Proactively schedule Preventative Maintenance Inspections for existing customer base inside assigned territory
• Troubleshoot and perform basic equipment maintenance, minor repairs and upgrades at the customers site and support major repairs at the CJLA Service Center.
• “Own” customer requests and issues, including the completion of warranty work. Follow-up with customers to ensure 100% satisfaction
• Maintain customer and sales data in Epicor, CONNECT and in CRM system, both as a selling tool and as a means of gathering information used by sales management and marketing to strategically grow the business
• Handle all company business in the best interest of both the customer and Cold Jet by creating value and providing win-win solutions
• Develop a database of qualified leads through referrals, telephone canvassing, cold calls, direct mail, emails, and networking
• Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs
• Listen to, understand, and comprehend customer needs, issues, or problems with empathy and satisfy customers with the best solutions
• While communicating with customers, look for opportunities to propose solutions for them such as additional spare parts, accessories, Cold Jet CONNECT, spare part kits, equipment refurbishing, short term rentals etc.
• Maintain company vehicle, assigned equipment and parts inventory for product demonstrations, sale and repairs

Other Responsibilities

Position Requirements

Education and Experience

Skill Competencies