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Outside Customer Care Rep (OCCR)

Open Position

Location: Richmond, Virginia

Job summary:

Reporting to the Aftermarket Customer Care Commercial Manager, the OCCR will be responsible for growing AMF aftermarket part sales, increasing Repair and Modernization (R&M) sales & driving service revenue in their region. This position will work in close cooperation with Inside Sales (ISR), Regional Account Managers (RAM) & Field Service (FST) teams to drive customer satisfaction and revenue improvement.

Essential responsibilities include, but are not limited to:

  • Research & develop new opportunities uncovered during customer visits that can be immediately handled by themselves or managed by Inside Sales Reps (ISRs) or Field Service Tech (FST) teammates
  • Develop and drive an opportunity pipeline with probabilities, size, and next steps to conclude
  • Provide support to ISR and RAM colleagues regarding leads and opportunity closure
  • Develop strong relationships with existing strategic customers in your region and deliver superior customer service and support
  • Execute business presentations, proposals, quotes, service contracts, R&M (Repair & Modernization), and parts sales
  • Utilize AMF-supplied tools such as CRM (Customer Relationship Management System), D365 (Dynamics ERP System), and other tools to ensure superior customer information tracking. Additionally, pre-call planning, call reports, customer contacts, lead development, priorities, cases, opportunities, and quotes
  • Problem-solve internally to ensure that both the internal and the external customer needs are met in a timely and complete manner
  • Prioritize time to ensure good use of travel time in a territory, including maximum coverage per trip
  • Provide updates to monthly reports to keep the manager, and fellow team members (ISR, RAM, FST) informed of opportunities, issues, and support needed
  • Become the 1st line of support for a customer for rudimentary support while in the field
  • Support a culture of safety and maintain a zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers  

Knowledge, skills, and abilities should include, but are not limited to:

  • Bachelor’s degree in business, engineering, or related field
  • Experience with capital equipment or related business, preferably in the baking or food industry
  • Demonstrated track record in territory field sales 
  • Customer-focused with strong interpersonal and communications skills and a “can do” positive attitude
  • Ability to work in a fast-paced, ever-changing environment 
  • Critical thinking and problem-solving skills and the ability to think and react quickly under pressure 
  • Demonstrated proficiency in planning and prioritization
  • Experience in CRM & ERP systems (MS Dynamics a plus)
  • Strong documentation skills and proficiency in Microsoft tools such as Excel, Word, PowerPoint, and Teams
  • Basic technical understanding of machine functions and design

Competencies:

Customer Focus – Ensures that the customer perspective is a driving force behind business decisions and activities; develops and implements service practices that meet customers’ and own organization’s needs.

Results Focused – Can be counted on to meet or exceed goals; consistently delivers top performance; very bottom-line oriented and strategically focused; motivate self and others to achieve results. Delivers error-free work and does so with a high level of integrity.

Relationship Building/Communication Skills – Demonstrates exceptional verbal skills in interpersonal interactions and instructional delivery to achieve the intended purpose. Prepares written material appropriate for the audience and accomplishes the intended purpose. Builds effective relationships of trust and credibility with internal and external customers that lead to buy-in and sponsorship within their businesses.

Problem-Solving – Asks good questions and probes all sources for answers; sees underlying or hidden patterns; looks beyond the obvious and doesn’t stop at the first answers. Uses rigorous logic and methods to analyze and understand why problems occur; generates and implements creative, cost-effective, and realistic solutions.

Leads with Values – Drives to win in a way that demonstrates values: respect for the individual, integrity, trust, credibility, continuous improvement, and teamwork.

We offer a competitive salary, benefit, paid time off, and other ancillary benefits, as well as a robust 401k Profit Sharing plan

How To Apply:

Please send your resume and motivation letter to recruiting@amfbakery.com

Bakeries around the world partner with AMF Bakery Systems for best-in-class unit equipment and complete system solutions. From mixer to marketplace, our solutions enhance operations, products, and bakery successes. With a global reach and local presence, AMF is the only truly global partner to provide complete system solutions that help bakeries grow. AMF Bakery Systems is a proud member of the Markel Food Group.