Position Summary
The primary purpose of the Quoting & Retention Specialist is to support and retain customers within a designated region by ensuring a seamless experience in both equipment maintenance and quoting processes. This role is responsible for assisting customers with the upkeep of previously calibrated and electrically safety-tested equipment, as well as processing and managing quoting opportunities for new and existing customers.
The Specialist will serve as the primary point of contact for customer inquiries, requests for products or services, and any concerns, with a consistent focus on maintaining high levels of customer satisfaction. By building strong relationships and offering proactive support, this position plays a key role in customer retention and revenue growth within the assigned region.
Primary Responsibilities and Tasks
Customer Retention & Follow-up - Proactively increase customer retention within the assigned region by encouraging the return of equipment for recalibration or electrical safety testing. Communicate with customers—primarily via phone and email—regarding upcoming or overdue due dates, offering assistance and collecting feedback on equipment not being returned.
Data & System Management - Utilize internal systems such as CalMapp and CRM to generate reports, identify overdue equipment, and initiate timely follow-ups. Maintain accurate and up-to-date records by logging all customer interactions and outcomes in CRM to ensure a complete customer history is always accessible.
Quoting & Customer Service - Respond promptly and courteously to customer inquiries via phone and email. Assess customer needs in terms of equipment specifications, service requirements, and timelines. Prepare accurate and complete quotes aligned with company policies, ensuring all necessary details are included. Submit quotes, typically via email, along with relevant information that highlights JM Test Systems’ competitive advantages. Act as the primary point of contact for JM Test Systems’ Outside Sales Representatives within the assigned region, providing support for calibration and electrical safety testing quotes and ensuring alignment with customer needs and expectations.
Customer Information Management - Collect, update, and maintain detailed customer information including contact names, locations, equipment specifications (make/model/application), service history, and follow-up schedules. Regularly input and verify data in CRM to support personalized and effective customer communication.
Customer Value Tracking & Reporting - Monitor and report changes in customer engagement or value—such as service frequency or total spend—on a quarterly basis or as requested. Identify trends that may indicate growth opportunities or retention risks.
Complaint Handling & Concern Log (CCL) - Record all customer complaints in the Concern Log on the internal Wiki, ensuring sufficient detail is provided about the nature of the complaint, relevant dates, equipment involved, and any personnel related to the issue. Submit weekly Concern Log reports in accordance with internal procedures to designated personnel, keeping management informed of specific complaints and emerging trends.
Team Collaboration & Issue Escalation - Maintain a positive, team-oriented attitude and support all customer needs, even if outside the primary scope of the role. Ensure customer issues are directed to and addressed by the appropriate departments, fostering a seamless customer experience across the organization.
Qualifications:
Required:
· High school diploma or equivalent.
· Associate’s or Bachelor’s degree, or 2+ years of experience in customer service, client support, or account management.
· Strong interpersonal and communication skills, both written and verbal.
· Excellent organizational skills and attention to detail.
· Ability to manage multiple tasks and priorities in a fast-paced environment.
· Demonstrated ability to build and maintain strong customer relationships.
· Problem-solving mindset with a focus on proactive customer support.
Preferred:
· Experience handling quoting or sales support in a B2B environment.
· Experience in technical or industrial equipment, calibration, or electrical safety testing.
· Familiarity with maintenance, calibration, or service tracking systems
· Proficient with CRM systems (e.g., Salesforce, HubSpot) and Microsoft Office Suite (Word, Excel, Outlook).
· Knowledge of regional customer retention strategies.
· Experience supporting outside sales teams or working in a sales-adjacent role.
· Ability to analyze customer data and identify trends or opportunities.
· Training on CalMapp, CRM, and JM Test Systems quoting processes will be provided.
Equal Opportunity Employer
JM Test Systems is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.