Customer Account Representative Lead

Haarslev is an innovative company that provides powerful processing solutions engineered to benefit the global environment. We apply many different technologies to help and enable our customers to create a cleaner, greener and more sustainable future. As part of this remarkable journey, we are looking for a Customer Account Representative Lead.

The job

The Customer Account Representative Lead (CAR) is an essential part of the Commercial Service Department and is responsible for supporting the CAR team while providing Haarslev Customer’s a 360-degree customer service approach. The CAR Lead will ensure that the customer is taken by the “hand” through the Haarslev processes and structure from the beginning of any request through to the resolution. The CAR Lead is ultimately responsible for the Customer “Journey” and acts as the primary Haarslev contact for their assigned accounts. The CAR Lead will also serve as working lead within the CAR team to provide support and guidance not only to their assigned accounts but also to the other members within the team.

You will report to the Customer Service Manager and be a part of the Global Service team in North America.

Tasks and responsibilities

• Supporting the Customer, Customer Service Advisors, and the Capital sales organization
  
• Responsible for the operational excellence of the Customer Journey providing 360 degrees of care
• Responsible for order intake, maintenance, and an increase in business by utilizing a Proactive customer approach
• Serve as primary contact for assigned accounts regarding all interactions with Haarslev via inbound and outbound phone calls and emails. .
• Achieve set Monthly, Quarterly, Yearly goals and targets that will affect set KPI’s
• Ensure that all systems are updated and maintained accurately. CRM and ERP systems to be maintained.
• Proactive Part Sales and Service Product Revenue Increase
• Prepare quotes for spare parts and rebuilds for customers and US capital sales jobs
• Ensures proper follow up on opportunities, requests, and inquiries with Customer
• Handle situations that may require extensive research according to the customer need, escalating within the team as necessary
• Manage customer ordering systems (portals/EDI)
• Work alongside Customer Service Manager to develop SOP documentation, assist in training, act as an escalation path for team members.

We're on the lookout for a CAR who:

• A Bachelor’s Degree is preferred
  
• Knowledge or experience in the field of rendering/food processing/OEM equipment is a benefit
• Experience acting as a lead within a team
• Experience in a role processing part orders for a manufacturing environment. 2 years
• Excellent interpersonal and communication skills as well as the ability to handle multiple tasks and priorities
• Proficient with Microsoft Office, ERP and CRM systems (Sage 100)
• Strong written and verbal communication skills with experience in SOP development
• Proficient in building strong relationships with customers and becoming a trusted advisor
• Attention to detail, excellent organizational skills and accuracy is a must have; strong analytical mindset, problem solving skills, technical aptitude and the ability to work effectively in a team environment.
• Must be adaptable and be able to consistently deal with ever-changing conditions
• Be willing to be on call after hours as needed

**Some travel maybe required

Haarslev provides benefits that include

• Growth Opportunities: Chart your own professional and personal growth path in this brand-new position.

• Influence Matters: Have a say in developing your role because you're not just an employee; you're a crucial part of our journey.
• Global Team Dynamics: Work with a skilled, international team dedicated to creating a better tomorrow.
• Open Culture: Experience a supportive company culture that values your ideas and contributions.
• Work/Life Balance: We believe in a healthy work/life balance, allowing you to thrive in and out of the workplace. If your role permits, embrace the flexibility to work from home when needed. 

Application

If you think this sounds like a good match, and you‘re interested in joining one of the leading processing technology companies in the world, please apply below. We do not accept applications via e-mail – you must use the online form to submit your application.

Haarslev encourages anyone interested and suitably qualified to apply for this position.

The recruitment process

The application process consists of a short call with HR, followed by an interview with the hiring manager, a case study and a final interview with the Director of North American Aftersales.