Tennant Company
Customer Service Representative
Tennant Company, Minneapolis, Minnesota, United States, 55400
With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.
This role is eligible for a $2,000 sign‑on bonus
GENERAL RESPONSIBILITIES:
Manage a high volume of incoming phone and electronic requests for part orders, service requests, and product information from internal and external customers in an accurate and efficient manner.
Provide customer support primarily through incoming phone calls, with additional responsibilities that may include email and/or online chat support.
Field requests from a diverse customer base to include government, end‑users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives
Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality and customer satisfaction
Understand Tennant products and service to expertly advise customer of all required purchase order information
Adhere to all documented procedures related to orders, quotes and service inquiries
Effectively own and manage daily open orders, billing blocks, and service notification reports
Effectively resolve customer inquiries, quote, order and general requests, while balancing customer and company needs, including:
Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests
Status of part and service orders, shipment tracking information, back orders, purchase order confirmations
Navigating and troubleshooting all inquiries submitted through company online purchasing website
Partner within Customer Service teams to build effective relationships with other internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal
REQUIRED EXPERIENCE & EDUCATION:
High school diploma or equivalent
0‑2 years experience in a customer contact center environment preferred
SAP and/or FSM ERP systems and Cisco soft phone experience preferred
Excellent keyboard skills, particularly adept at multitasking while engaging with customers over the phone
Intermediate PC and PC applications skills (Microsoft)
Proficiency with Microsoft Outlook
Experience working in a multi‑application and dual monitor environment
REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:
Excellent attendance and punctuality
Customer Advocacy:
Garners information from customers to identify their needs
Addresses customers inquiry by involving appropriate resources
Provides detailed information concerning customer inquiries and requests
Responds effectively to the needs of a diverse customer base, while providing exemplary customer service
Communication and Execution:
Listens, communicates clearly, concisely and professionally
Writes with accuracy, simplicity and professionalism
Ensures work is completed according to department guidelines and expectations
Demonstres strong self‑accountability through execution of policies and procedures
Data Management:
Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail
Consistent follow up on open inquiries to ensure timely resolution
Documentation of all customer impacting information relating to inquiries and requests
Problem Analysis and Resolution:
Uses strong problem solving and critical thinking skills to ensure the needs of the customers are fulfilled
Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests
Understands when to engage second tier support to efficiently and effectively resolve time sensitive customer needs
Demonstrates prioritization skills in order to accommodate emerging needs, able to adapt approach as business requirements change
Competitive base salary commensurate with experience: $35,900 Salary Min - $53,800 Annualized. The starting hourly rate for the position is $20/hr.
Posted salary ranges are made in good faith. Tennant Sales and Service Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity. Total Compensation = Base Salary + Benefits
Benefits = A comprehensive benefits package including health insurance, 401(k), profit sharing, disability, life insurance, paid time off, and voluntary benefits!
Begin your journey with us. Let's reinvent how the world cleans.
Equal Opportunity Employer
Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.
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This role is eligible for a $2,000 sign‑on bonus
GENERAL RESPONSIBILITIES:
Manage a high volume of incoming phone and electronic requests for part orders, service requests, and product information from internal and external customers in an accurate and efficient manner.
Provide customer support primarily through incoming phone calls, with additional responsibilities that may include email and/or online chat support.
Field requests from a diverse customer base to include government, end‑users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives
Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality and customer satisfaction
Understand Tennant products and service to expertly advise customer of all required purchase order information
Adhere to all documented procedures related to orders, quotes and service inquiries
Effectively own and manage daily open orders, billing blocks, and service notification reports
Effectively resolve customer inquiries, quote, order and general requests, while balancing customer and company needs, including:
Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests
Status of part and service orders, shipment tracking information, back orders, purchase order confirmations
Navigating and troubleshooting all inquiries submitted through company online purchasing website
Partner within Customer Service teams to build effective relationships with other internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal
REQUIRED EXPERIENCE & EDUCATION:
High school diploma or equivalent
0‑2 years experience in a customer contact center environment preferred
SAP and/or FSM ERP systems and Cisco soft phone experience preferred
Excellent keyboard skills, particularly adept at multitasking while engaging with customers over the phone
Intermediate PC and PC applications skills (Microsoft)
Proficiency with Microsoft Outlook
Experience working in a multi‑application and dual monitor environment
REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:
Excellent attendance and punctuality
Customer Advocacy:
Garners information from customers to identify their needs
Addresses customers inquiry by involving appropriate resources
Provides detailed information concerning customer inquiries and requests
Responds effectively to the needs of a diverse customer base, while providing exemplary customer service
Communication and Execution:
Listens, communicates clearly, concisely and professionally
Writes with accuracy, simplicity and professionalism
Ensures work is completed according to department guidelines and expectations
Demonstres strong self‑accountability through execution of policies and procedures
Data Management:
Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail
Consistent follow up on open inquiries to ensure timely resolution
Documentation of all customer impacting information relating to inquiries and requests
Problem Analysis and Resolution:
Uses strong problem solving and critical thinking skills to ensure the needs of the customers are fulfilled
Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests
Understands when to engage second tier support to efficiently and effectively resolve time sensitive customer needs
Demonstrates prioritization skills in order to accommodate emerging needs, able to adapt approach as business requirements change
Competitive base salary commensurate with experience: $35,900 Salary Min - $53,800 Annualized. The starting hourly rate for the position is $20/hr.
Posted salary ranges are made in good faith. Tennant Sales and Service Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity. Total Compensation = Base Salary + Benefits
Benefits = A comprehensive benefits package including health insurance, 401(k), profit sharing, disability, life insurance, paid time off, and voluntary benefits!
Begin your journey with us. Let's reinvent how the world cleans.
Equal Opportunity Employer
Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.
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