Since 1957, Marantec has been developing and producing technically innovative opener and control systems, and accessories, for all types of doors and gates at our headquarters in East Westphalia, Germany. Residential and commercial garage door openers, swing gates and sliding gates, industrial gates, and parking barriers are a few of the products we produce.
As part of the Marantec Company Group, our brand, and associated companies span worldwide to over 70+ countries.
Marantec America Corp. is seeking someone to fulfill an open role for Inside Technical Support and Customer Service! You will resolve customer questions, and technical issues, and offer solutions to drive company revenue and improve customer satisfaction.
Responsibilities:
- Main responsibilities are to:
- Answer incoming consumer product calls.
- Resolve daily customer inquiries for residential and commercial products
- Set follow-up appointments on cases to keep customers aware of the latest developments
- Connect, nurture and maintain relations with current and potential customers over the phone and through email.
- Other responsibilities will include:
- Be the main point of contact for designated accounts
- Provide pricing, product information, and delivery times with customers in a prompt manner.
- Enter orders and Account Information in the ERP system by planning and organizing a daily work schedule to respond to inbound inquiries and the needs of the Customers and Sales and Customer Service Staff
- Resolves customer complaints by investigating concerns; developing solutions; making recommendations to management when trends are identified.
- Resolve customer service calls when necessary as a backup for the customer service team.
- Maintain a thorough understanding of company product portfolio and competing products.
Qualifications:
Technical Product Customer Service Experience REQUIRED
Garage Door Industry preferred
Basic Technical understanding REQUIRED
- Preferred previous experience in customer service in a manufacturing setting.
- Preferred previous experience serving customers across North America.
- Strong ability to comprehend technical issues.
- Excellent oral and written communication skills in English.
- Bilingual in Spanish, French a big plus, but not necessary.
- Previous experience in sales, customer service, or other related fields.
- Preferred experience with Google Platform of tools (email, Chat, Spaces, Sheets, Docs)
- REQUIRED experience in Salesforce or SAP Sales and Service Cloud and case resolution or similar CRM.
- Solid familiarity with SAP or another type of ERP systems required.
- Experience with eCommerce, retail, or other sales channels a big plus, but not necessary.
- Ability to build rapport with clients.
- Deadline and detail-oriented.
- Regular working hours, Monday through Friday with flex hours dependent upon time zone coverage within the U.S..
Benefits:
- 401(k) (currently non-matching)
- Health, Dental, and Vision insurance paid for employee
- Life Insurance paid for employee
- Short & Long Term Disability paid for employee
- Other benefits available
- Holidays, PTO, and Sick Leave - beginning with 15 days PTO and 10 Holidays
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Supplemental Pay:
- Bonus opportunities
- Commission pay
Application Question(s):
- Do you have any experience with SAP? IF not, then any experience with any type of ERP program, and for how long?
- How many years of experience do you have with CRM software, such as SalesForce, SAP SSC or others? Please indicate which type!
Experience:
- Customer Service: 4 years (Preferred)
- Technical Troubleshooting: 3 years (Preferred)
Language:
- English and either Spanish or French (Preferred)
Ability to Relocate:
- Gurnee, IL 60031: Relocate before starting work (Required)
Work Location: In person
