Customer Support Coordinator

The Customer

Support Coordinator is responsible for building strong customer relationships and driving aftermarket sales growth within assigned regions. This role works closely with customers, service technicians, parts sales, order fulfillment, and marketing teams to identify opportunities, promote equipment and technology solutions, and support customer success.

The position evaluates equipment and processes, follows up on quotes, and helps ensure accurate and timely order fulfillment.

Key Responsibilities

• Cultivate relationships by building customer partnership with Wenger.
• Develop and execute Aftermarket Sales strategy by market region.
• Collaborate with Service Technicians and Order Fulfillment to develop key contacts for new installs.
• Promotes current and new technology – hardware, software, ancillary equipment.
• Communicates directly with responsible client points of contact.
• Analyze current revenue vs. potential revenue on a per client basis.
• Must be familiar with standard concepts, practices and procedures relating to extrusion process and related technologies.
• Relies on experience and judgment to plan and accomplish goals to perform a variety of tasks.
• Customer quote follow up, clarity, and liaison with Part Sales team to answer client questions.
• Assists Parts Sales to ensure customer’s orders are filled accurately and timely.
• Customer Visits: sets up customer visits audit equipment and evaluate technological advances beneficial to customer. Analyzes the customer’s processes to avoid potential future problems and identify areas where a paid service trip is applicable.
• Customer site visits: Aftermarket sales and courtesy visits to customer sites to evaluate solutions, cultivate relationships, and market aftermarket solutions.
• Collaborate with Marketing Department to develop and execute aftermarket sales marketing plan.

Qualifications

• Advanced computer skills including MS Outlook, ProE, Visual, SharePoint and CRM.
• Solid problem solving skills and attention to detail.
• Ability to work in a team environment.
• Ability to understand and effectively communicate in the English language.
• High School diploma