Colson Group USA is an operating unit of Colson Group the largest manufacturer of caster and wheel products in the world. The brands of Colson Group USA have been technological leaders in caster innovation for over 350 combined years. This drive has led to some of the most trusted, advanced, and highest-quality mobility solutions available in the world today. Colson Group's unique and proprietary global footprint provides available services and capabilities unmatched by any other manufacturer.
Colson Group is currently seeking a Product Specialist in our St. Joseph, MI location. The Product Specialist is responsible for supporting the technical needs of team members and customers by serving as the expert on company products and offering technical support, application engineering, quoting, pricing and product training.
PRIMARY RESPONSIBILITIES:
1. Develop and optimize systems that provide internal and external customers with fast solutions relative to driving sales growth, order fulfillment, sales efficiency/accuracy, and customer satisfaction. This includes: a. A Solutions Team (ST) case system in SF.com with full tracking & accountability to support ISC/sales needs (product solutions/lead time solutions/quality issues/etc.) b. Faster quote and lead time turnaround process c. Epicor enhancements that boost ISC efficiency and accuracy + add value to the customer experience d. Plans that reduce case creation, addressing root causes and working with cross-functional teams to see them to completion 2. Create and develop trust between customers, ISCs/RSMs/NAMs, and solution team that we will provide solutions to meet their mobility needs a. Conference call with customers and ISCs as needed b. Provide internal and external customers with live technical assistance for fast solutions relative to product application and selection c. Provide ISCs/customers with live technical assistance for phone-in customers as applicable d. Determine solutions for "stuck" or critical orders that require better turnaround 3. Backup to monitor, qualify, create, and distribute SF.com leads for fast and more complete lead distribution. This includes: a. Complete gaps in data and prequalification fields b. Collaborate with PMs and lead owner(s) to provide P&A upfront in sales process c. Follow-up on key leads at all levels to ensure needs were met 4. Conduct regular product and systems training for ISCs, leveraging best practices across teams 5. Support product management by training ISCs on key programs and providing relevant market insights back to product management 6. Monitors production orders and past due orders that are waiting on materials to offer in-house solutions that could be used to complete order 7. Manage teams to complete complex or risky production orders as applicable 8. Identify areas for product rationalization and cost savings, and feed to product management for action 9. Create and support various other cross-functional projects that drive efficiency, growth, and customer satisfaction 10. Coordinate and review samples for new business