Job Category: Customer Service Requisition Number: TECHN002256
Posted: October 28, 2024 Schedule: Full-Time Location: Spencer, MA 01562, USA
Job Details
Description
Join the Flexcon Team!
Flexcon Company, Inc. is a purpose-driven innovative company. A global, family-owned manufacturer of coated and laminated films and adhesives, products are used as functional components in manufactured goods and in graphics applications. Since 1956, Flexcon has supplied products for a wide range of industries including packaging, medical devices, automotive, durable labeling and more.
We are currently seeking candidates to fill a Technical Service Representative role. We are seeking a highly motivated and customer-focused Technical Service Representative to join our dynamic Technical Service team in Spencer MA. In this role, you will be the first point of contact for customers seeking technical assistance and support. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a passion for delivering exceptional customer service. Daily responsibilities involve collaborating across departments, optimizing customer relationships, recommending cost-effective alternatives, leading business development efforts, and ensuring effective customer support. This role plays a pivotal part in enhancing customer satisfaction and contributing to Flexcon's growth in both the Central & Western U.S. regions.
What will you do in this role?
Customer Support: Provide timely and accurate technical assistance to customers via phone, email, or chat. Diagnose and troubleshoot technical issues, guiding customers through problem-solving steps.
Issue Resolution: Effectively manage and prioritize customer issues, ensuring timely resolution. Collaborate with cross-functional teams to escalate and resolve complex technical issues.
Product Knowledge: Develop and maintain in-depth knowledge of our products and services. Stay updated on industry trends and technological advancements.
Complaint Resolution: Actively listen to customer complaints and concerns, demonstrating empathy and understanding. Work diligently to resolve customer issues, providing regular updates on the progress of resolutions.
Product Recommendations: Proactively identify opportunities to enhance customer experience through product recommendations. Collaborate with the sales and product development teams to communicate customer feedback and suggest improvements.
Customer Education: Educate customers on product features and best practices to optimize their experience. Provide user training and resources to enhance customer self-sufficiency.
Cross-Functional Collaboration: Work closely with sales teams to understand customer needs and contribute to upselling or cross-selling opportunities. Collaborate with marketing teams to gather insights for customer success stories and testimonials.
Feedback Loop: Act as a liaison between customers and internal teams, conveying customer feedback and product improvement suggestions.
Continuous Improvement: Participate in ongoing training to stay current with product updates and support processes. Contribute ideas for process improvements and efficiency gains within the support team.
Travel = 15% for customer visits, trade shows, etc.
What does it take to be successful in this role?
Bachelor’s degree in business, technical or marketing field or equivalent work experience.
Previous technical service experience in manufacturing, preferred. Background in polymeric materials technology, a plus.
Must be able to multi-task and provide exceptional customer service and support.
What’s in it for YOU?
Competitive Compensation & Annual Bonus Program
Medical, Dental, Vision, and Life Insurance
Tuition Reimbursement Program
401K Match
Casual Work Environment
Career Development Opportunities
And more!
By applying to this job and providing your mobile number, you are agreeing to receive an initial text from Flexcon, which you will have the ability to opt out of upon receipt. Message and data rates may apply. Message frequency varies.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
