Customer Service Specialist
Company: Non Profit Association
Posted on: June 14, 2022
Job Description This position delivers on the business
objectives of the Institute by providing high-quality customer
service, performing sales outreach, fostering customer retention,
and coordinating instructor activity. The Institute is the
education and training arm of the American Foundry Society. Key
Accountabilities: This position requires a well-organized,
outgoing, and proactive individual who thrives on engaging with
customers and prospects (in person, Zoom, phone and email) and
helping them make the most of the programs offered by the
Institute. Comfort in presenting, asking for business and securing
new-business or renewal commitments is required. Excellent
communication skills are needed. Customer Relationships: Make
direct reach outs on current and potential customers, assess
business needs and identify appropriate Institute products,
services or packaged solutions to meet their needs. Develop ongoing
customer relationships (through presentations, phone, email, direct
mail) that result in increased sales and customer retention for the
Institute---s live, E-Learning, and virtual training programs.
Monitor and analyze sales and retention trends. Course Scheduling
and Instructor Relations: Collaborate in developing the course
schedule, lining up instructors and cost-effective venues, and
administering post-course evaluations. Monitor students--- class
evaluations for trends and coach instructors on areas for
improvement, in consultation with the Director of Training
Solutions. Travel to course sites as program manager, when needed.
E-Learning Program Growth and Administration: Foster the growth of
the e-learning program by administering a comprehensive year-around
Foundry E-Learning subscriber retention program with contacts at
the 1-month, 6-month, 11-month and 12- month time frames. Monitor
each subscribing company---s usage continuously to proactively
identify ---drop risks--- and and develop strategies for retention.
Ensure subscribers have access to all information and support
needed to derive the greatest possible benefit from Foundry
E-Learning. Serve as LMS subject matter expert and train customers
on how to use the product as needed. Perform Foundry E-Learning
demonstrations and follow up with recipients to close sales. Train
new and assigned internal staff on how to use the LMS. Foundry
E-Learning Marketing: Write a monthly e-newsletter and other
materials, as needed. Administrative and Marketing Duties: Maintain
and interpret statistical information and student records, material
preparation, executing North American Mailings, classroom and lab
material setup, workbook preparation, placing food orders, catalog
updates, and logistical support to instructors. Collaborate with
Marketing Division as needed on marketing support. CEO and Business
Development Projects: As a secondary responsibility, support the
CEO and AFS Business Development VP through posting information to
Salesforce, assisting with BD initiatives, and similar projects.
Perform other duties for AFS and the Institute as assigned.
Required Skills or Experience: Bachelor---s degree in Business,
Communications, Marketing, or similar field. 3-5 years---
association or continuing education program experience or similar.
History of successful inside sales experience or strong customer
service skills. Well-developed project management skills; excellent
oral and written communication skills; ability to prioritize and
manage multiple ongoing projects in a fast-paced environment. The
ideal candidate will be computer proficient with a background in
Salesforce (or similar CRM), learning management systems, and
Microsoft Word, Excel, PowerPoint, and Outlook, including being
able to navigate Office 365. Ability to work as part of a team.
Must be able to read and write in English. Must be self-motivated
and possess the ability to work independently and use sound,
independent judgment. Ability to travel and work flexible hours
when assigned for events and virtual courses. Company Description
The American Foundry Society (AFS) is a non-profit association
serving members of the metalcasting supply chain both in the United
States and abroad. AFS provides members with advocacy efforts in
Washington, D.C., technical education through its Institute, as
well as the transfer of innovative research and technology to the
industry, its suppliers and those who buy castings. Membership is
individual or corporate and is made up of three markets, including:
metalcasters and producers of metal cast parts; metalcasting
suppliers; and casting buyers/original equipment manufacturers.
Student membership is also extended to future leaders of the
metalcasting industry at a nominal cost.
Keywords: Non Profit Association, Schaumburg , Customer Service Specialist, Hospitality & Tourism , Schaumburg, Illinois
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