The Customer Engagement Associate supports UL's sales professionals by resolving customer inquiries, generating quotes, processing orders, and coordinating sales actions. They engage with customers via various communication channels and work independently to ensure customer compliance with certification requirements. The role also involves mentoring less experienced colleagues and collaborating with internal teams to enhance customer experience and satisfaction.
JOB DESCRIPTION
- This is a Hybrid position requiring 3 days/week in the office.
- Works under minimal supervision take a broad perspective to resolve customer inquiries and support UL's sales professionals, including but not limited to inquiry follow-up, quote generation, case development, and order processing, as required.
- Engages with customers via telephone or electronic inquiries to address inquiries and admin-related activities.
- Coordinates pre- and post-sale actions to ensure customers are meeting TIC certification requirements and product or service adoption timelines.
- Works independently mostly and may need limited supervision only on complex new assignments - to develop and share quotes using standardized pricing tools.
- Client follow-up and aid in turning quotes into orders. Process quotes into Orders using ERP.
- Support account managers & SE/ISEs by performing included but not limited to admin-related tasks.
- Acts as an informal resource and mentor for colleagues with less experience
- Connects customer to appropriate UL personnel (Account Manager, SEs/ISEs, delivery teams and engineers, etc.) when appropriate.
- Track account history and supply data from internal sources as requested by account owners and representatives to facilitate deeper knowledge of account and account opportunities.
- Collaborates with internal resources to resolve customer inquiries and ensure that the customer receives the proper message to ensure complete understanding and results requested.
- Completes a variety of atypical assignments of high complexity.
- Based on the relationship and deep understanding of the customer and needs, provides input to account manager or SE/ISE to inform sales strategy where applicable
- Build an internal UL problem-solving network and proactively engage internal personnel to anticipate problems, improve delivery, and develop solutions that improve ULS' customer experience.
- Meet established timelines for pre-and post-sales activities.
What you'll experience working at UL:
- Mission: For UL Solutions, corporate and social responsibility isn't new. Making the world a safer, more secure and sustainable place has been our business model for the last 130 years and is deeply engrained in everything we do.
- People: Ask any UL Solutions employee what they love most about working here, and you'll almost always hear, "the people." Going beyond what is possible is the standard at UL. We're able to deliver the best because we employ the best.
- Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers' create. We're inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.
- Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.
QUALIFICATIONS
- High school diploma
- 1+ years of related experience
- French proficiency preferred.
- Business acumen and a sufficient understanding of business sales processes
- Experience managing internal systems and data sources
- Strong communication and administrative skills
- Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software
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