Care Advocate II

About The Role

We are excited to invite a motivated and energetic internal sales professional to join our busy West Auckland office at Marathon Electric – Motors and Generators. This role is ideal for those passionate about delivering excellent customer service and promoting industrial products. Reporting to the Sales Manager, you will be supported fully and will focus on exceeding customer expectations through exceptional communication, organization, and prioritization skills.

Key Responsibilities

• Assist external sales representatives to maximize efficiency.
• Develop and nurture long-term relationships with new customers.
• Manage communications with both existing and prospective clients via phone, electronic media, or face-to-face visits.
• Ensure prompt response to incoming telephone inquiries.
• Effectively promote and sell company products.
• Handle customer complaints swiftly and ensure they are resolved satisfactorily.
• Gather and assess information to address inquiries and complaints competently.
• Accurately process customer orders, forms, and requests.
• Maintain comprehensive records of all customer interactions and transactions.
• Document inquiries, comments, complaints, and follow-up actions diligently.
• Coordinate internally with different departments to maintain smooth operations.
• Conduct follow-ups to confirm customer satisfaction post-interaction.
• Undertake additional duties as assigned.

Qualifications and Experience

• Strong electrical or mechanical aptitude to effectively address technical queries and deliver solutions.
• In-depth knowledge of industrial applications involving low voltage electric motors; familiarity with high voltage motors, variable speed drives, and soft starters is advantageous.
• Proven expertise in customer support focusing on technical inquiries and solution-based selling.
• Industry experience in customer service within an industrial setting is preferred.
• Familiarity with SAP software is a plus.

Required Skills

• Proficient telephone and cold calling abilities.
• Active listening skills to accurately capture customer needs and issues.
• Excellent skills in maintaining thorough and accurate records.
• Ability to remain calm and professional during high-pressure customer interactions.
• Effective multitasking and prioritization to manage competing demands.
• Strong teamwork skills to collaborate seamlessly within the organization.
• Exceptional verbal and written communication capabilities.
• Competence with CRM systems and Microsoft Office suite applications including Excel, Word, and PowerPoint.
• Willingness to work on public holidays as required to ensure continuous service.

About the Company

Marathon Electric is part of WEG, a global leader in electric-electronic equipment, serving numerous sectors such as infrastructure, steel, pulp and paper, oil and gas, and mining. WEG, founded in 1961, specializes in electric machines, automation solutions, and paints. With operations spanning 17 countries and presence in over 135 countries, WEG employs more than 45,000 people worldwide.

WEG achieved a net revenue of R$32.5 billion in 2023, with 52.9% generated internationally. Its business divisions include Industrial Electro-Electronic Equipment (electric motors, drives, and automation), Energy Generation, Transmission and Distribution (generators, turbines, transformers, and control systems), Commercial and Appliance Motors (single-phase motors for household appliances), and Paints and Varnishes dedicated mainly to industrial applications in Brazil and expanding abroad.