Lawson Products Customer Retention Specialist in Chicago, Illinois
Customer Retention Specialist
Country: United States
Job ID: 12063
Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.
We’re looking for a motivated Customer Retention and Sales Specialist responsible for contacting targeted customers "at risk" of discontinuing purchases from Lawson. This position assists these customers with their MRO needs and provides a positive experience to retain customer loyalty.
Our corporate headquarters is located in Chicago, IL. We offer 401k plus vision, dental and medical benefits, as well as a paid holiday and PTO package.
Makes phone sales calls to targeted customers, including customers with missed call cycles or without an assigned sales representative.
Services existing accounts on a temporary basis, providing outstanding customer service.
Listens to the customer, assessing their concerns, requirements and product needs in an empathetic manner.
Supports and oversees "at risk" relationships throughout the sales cycle.
Asks key probing questions to gain an understanding of the customer's needs.
Makes sales to the customer, locating customer's purchasing agent(s) to encourage reorder of product. Works to upsell where possible by offering related and new products to increase sale revenue.
Educates customer by discussing the features and benefits of Lawson's products and services, discussing credit terms, quoting prices, and providing marketing collateral as appropriate.
Performs administrative duties, including, but not limited to, written communications with customers, the preparation of sales order forms, the documentation of key customer information, and the review of customer reports.
Other duties as assigned.
Qualifications & Requirements:
Ability to maintain customer orientation, deliver exceptional customer service and multi-task in a fast-paced environment.
Resourceful and a creative problem solver. Results oriented.
Good analytical skills with the ability to make sound decisions. Able to recognize trends as they develop.
Good PC skills and proficiency in Microsoft Excel and Word. SAP experience is preferred.
Excellent communication skills, particularly the ability to communicate over the phone effectively and in a professional manner with customers and sales representatives.
Ability to participate well in a team environment, as well as work independently. Participative by nature, offering creative ideas for process improvement.
Attendance and punctuality are important for performance.
Ability to self-start and work independently.
High School Diploma or GED, with at least 5 years’ experience in a call center environment, or an equivalent combination of education and experience.
Must possess previous sales-oriented customer service experience with formal training in customer service soft skills a plus.
Sales experience is desirable, including a broad knowledge of MRO industry policies and products, as well as standard concepts, practices, and procedures within the MRO industry.
Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.