Customer Support Specialist

About Us:

PowerPak is a top supplier of construction equipment, with multiple offices on the East & West coast of America. We are proud to be certified as a Great Place to Work, with 98% of team members stating they are proud to work for PowerPak! We are always looking for ways to put "People First".

PowerPak is a company that strongly believes in Extreme Customer Service, Reliability and Transparency. We are here to keep Utility & Infrastructure workers save & productive.

About the Role:

At PowerPak, we rely on a fast moving, high performing Sales Team with a People First mindset to drive company growth. Customer Support role will respond to inquiries via phone and email, keeping our loyal customer base happy! PowerPak strongly believes in Extreme Customer Service, Reliability and Transparency - and we love to win.

Responsibilities:

Incoming Inquiries
Handle customer requests professionally and efficiently

• Ensure each interaction with the customer is a super positive experience
• Manage Incoming Calls and ensure phones are covered during business hours
• Enter and process sales orders from written, emailed or called in orders
• Respond to all inquiries within 30 minutes, seeing things through to completion
• Attain KPI's for Speed of Answer on Incoming Calls

Outbound Sales

• Attend and participate in Telemarketing Meetings
• Look for Upsell and Cross-selling opportunities

Account Support
Liaise with Account Managers

• Customer Specific Pricing in NetSuite
• Printing of BDM paperwork
• Assist in Data Entry for any Key Accounts
• Create quotes for Key Accounts, and any Accounts that you may be assigned
• Fully own all accounts assigned to you, including but not limited to cleaning up addresses, culling inactive accounts & house accounts, etc.

Requirements:

• 4+ years of in a Customer Service or Sales role in a B2B setting
• 1+ year of experience with Key Performance Indicators such as Customer Satisfaction Score, Phone Response Time, Average Hold Time, UPT
• Phone skills that show a solutions based mindset and positive tone
• Highly proficient in Microsoft Office (Outlook, Word, Excel) or similar program
• The ability to manage multiple incoming customer inquiries

PowerPak Perks:

• Great medical, dental & vision benefits
• 401(k) matching program
• Paid time off, and paid holidays
• Team-first mindset
• Career growth opportunities

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We are Great Place to Work certified, with 98% of team members stating they are proud to work for PowerPak! We are always looking for ways to put "People First". To learn more, check out our Core Values here: https://www.powerpak.net/careers