Care Advocate II

Job description

About the Role We are thrilled to announce an exciting opportunity for a dynamic and motivated internal sales professional to join our bustling West Auckland office. If you have a passion for customer service and a knack for selling industrial products, this role is perfect for you! In this position, you will report to and receive full support from our Sales Manager. Your primary responsibility will be to provide outstanding service to both internal and external customers. To excel in this role, you must possess excellent communication and organizational skills, the ability to prioritize tasks effectively, and a commitment to consistently exceeding customer expectations. General Responsibilities Support External Sales Representatives: Provide assistance to external sales representatives. Customer Relationship Building: Establish and maintain new customer relationships with a focus on long-term business partnerships. Customer Management: Manage and develop both existing and new customers through telephone, electronic communication, or face-to-face interactions. Handle Incoming Calls: Respond to incoming phone calls promptly. Product Promotion and Sales: Promote and sell products effectively. Customer Complaint Resolution: Respond promptly to customer complaints and ensure satisfactory resolution. Inquiry and Complaint Handling : Obtain and evaluate all relevant information to handle inquiries and complaints efficiently. Order Processing: Process orders, forms, applications, and requests accurately. Record Keeping: Maintain detailed records of customer interactions and transactions. Documentation: Record details of inquiries, comments, complaints, and actions taken. Internal Communication: Communicate and coordinate with internal departments to ensure smooth operations. Customer Follow-Up: Proactively follow up on customer interactions to ensure satisfaction. Additional Tasks: Perform other tasks as required. Education and Experience Electrical or Mechanical Aptitude : A strong understanding of electrical or mechanical products is essential to effectively address technical inquiries and provide accurate solutions. Product Knowledge: Must have strong experience in industrial applications of low voltage electric motors. Experience with high voltage motors, variable speed drives and soft starters will be an advantage. Proven Customer Support Experience : Demonstrated experience in customer support, particularly in handling technical inquiries and solution selling, is crucial. This includes the ability to understand technical issues and communicate solutions clearly to customers. Industrial Customer Service Experience : Previous experience in a customer service role within an industrial company is preferred. This background helps in understanding the unique challenges and requirements of industrial customers. SAP Experience : Experience working with SAP is preferred. Skills Required Excellent Phone and Cold Calling Skills : Proficiency in making and handling phone calls, including cold calling potential customers, is essential. Strong Listening Skills : The ability to actively listen to customers, understand their needs, and respond appropriately is crucial for providing effective customer service and resolving issues efficiently. Excellent Record Keeping Skills : Maintaining accurate and detailed records of customer interactions, inquiries, transactions, and complaints is vital for ensuring continuity and quality of service. Ability to Stay Calm Under Pressure : The capacity to remain composed and professional when dealing with stressed or upset customers is important for maintaining a positive customer experience. Multitasking and Time Management : The ability to handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently is necessary to meet customer needs and deadlines. Teamwork : Working well in a team environment is essential for collaborating with colleagues, sharing information, and providing comprehensive customer support. Excellent Written and Verbal Communication Skills : Clear and effective communication, both written and verbal, is key to conveying information accurately and professionally to customers and colleagues. Proficiency in CRM and Microsoft Suite Software : Familiarity with Customer Relationship Management (CRM) systems and proficiency in Microsoft Suite software (Excel, Word, PowerPoint) are important for managing customer data, creating reports, and performing various administrative tasks. Availability to Work Public Holidays : Flexibility to work on public holidays when required ensures that customer service operations continue smoothly without interruption. Founded in 1961, WEG is a global electric-electronic equipment company, operating mainly in the capital goods sector with solutions in electric machines, automation and paints for several sectors, including infrastructure, steel, pulp and paper, oil and gas, mining, among many others. WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energy and electric mobility. With manufacturing units in 17 countries and present in more than 135 countries, the company has more than 45,000 employees worldwide. WEG’s net revenue reached R$ 32.5 billion in 2023, 52.9% from outside Brazil. Our business areas are divided as follows. Industrial Electro-Electronic Equipment This area includes electric motors, drives and industrial automation equipment and services, and maintenance services. Electric motors and other related equipment find applications in practically all industrial segments, in equipment such as compressors, pumps and fans, for example. Energy Generation, Transmission and Distribution (GTD) Products and services included in this area are electric generators for hydraulic and thermal power plants (biomass), hydro turbines (small hydroelectric plants or PCH, and hydroelectric generators or CGH)), wind turbines, transformers, substations, control panels and system integration services. Commercial and Appliance Motors In this business area, our focus is the market of single phase motors for durable consumer goods, such as washing machines, air conditioners, water pumps, among others. Paints and Varnishes In this area, which includes liquid paints, powder paints, and electro-insulating varnishes, we have a very clear focus on industrial applications in Brazil and are expanding to Latin America and other regions.