- Develop a high level of technical expertise regarding MTNA service offerings. Understand and be able to effectively communicate the service solutions that are present on the existing agreement to ensure that they still meet the customer’s requirements.
- Strive to deliver an elevated and personalized customer experience, aiming for high retention and customer satisfaction rates.
- Address any operational concerns/escalations from the customer by involving the appropriate stakeholder and/or service manager from the cross-functional teams as needed to obtain problem resolution.
- Meet and exceed agreed upon objectives including (but not limited to) personal renewal rate on assigned contract population, on-time renewal rate, outbound phone calls, completed online meetings, iobjects added to contract, and service levels upsold.
- Proactively employ professional selling skills in the pursuit of expanding our service business on existing contracts through holistic customer conversation addressing all current service needs.
- Modify renewal quotes as needed to reflect changes in service levels or coverage expansions then follow-up accordingly with the goal of closing the sale.
- Conduct outbound renewal initiatives within specified timeframes using proficient communication techniques, ensuring precise data management within CRM and documentation of outbound activities. Manage incoming calls from customers that are responding to their renewal efforts.
- Through proactive communication with the assigned contract customers, effectively generate high quality cross-leads for both product and other applicable services such as: weight calibration, product upgrades, and new contracts at other sites.
- Maintain compliance with ISO standards and MT operating polices and procedures specifically related to Sarbane Oxley controls and compliance with the company's order validity policy, authority limits, and standard terms and conditions of service contract.
- Associates degree (Business or Communications); or two to three years of customer service, accounting/finance or invoicing experience
- Significant experience with ERP and/or CRM systems, particularly in the areas of contract management
- Must be computer literate and be proficient M/S Office skills including Excel, Word, Outlook and PowerPoint
- A proactive approach to interpreting the customer’s requirements and assist in addressing the customer’s needs
- Ability to make confident and reasoned decisions in the execution of the telemarketing functions
- Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
- Tuition reimbursement, employee wellness programs, plus other perks and discounts
- Parental and caregiver leave policies
- All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide leadership in weighing
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards
- A commitment to extraordinary service on our state-of-the-art equipment
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