Job Openings

Company: Nexgrill Industries, Inc., Chino, CA
Position: Project Executive

JOB DESCRIPTION:

Marketing and Merchandising position to coordinate with all other departments within the organization to ensure account maintenance and profitability.

Responsibilities include, but are not limited to:
-      Product Development
-      Manufacturing & Production coordination
-      Customer relationship
-      Sales coordination
-      Marketing coordination
-      Account Management

Requirement:
-      Bi-lingual, excellent English skills and intermediate Mandarin Chinese
-      Basic Microsoft Powerpoint & Excel skills
-      Legal work status in the U.S.
-      Open to traveling opportunities

Submit resumes to: Rebecca_yaeger@nexgrill.com


eCommerce Sales and Marketing Specialist

Position Summary:

The eCommerce Sales and Marketing Specialist will manage all aspects of the eCommerce side of our business, including, but not limited to, execution of sales, merchandising, marketing, and inventory control. The function of this role is to expand business relationships and sales volumes with our current dot com retail customers as well as continuously find more avenues of eCommerce opportunity.

Training will begin by working alongside our US and China Merchandising Team to understand our products (features, functions, packaging, pricing) and understanding of current dot com retail accounts. However, all research, growth and account management of this category will be the responsibility of this position.

This role will also be responsible for making recommendations, executing marketing campaigns and promotions, both on our marketplaces as well as through online vehicles such as email marketing, paid search, SEO, and social media.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
* Must have excellent English writing abilities to create marketing/product copy for online postings.
* Strong Excel and data analytics skills required.
* Travel within the US
* Knowledge of HTML and experience with Photoshop a plus.

EDUCATION AND EXPERIENCE:
* Bachelor’s degree in business, marketing or other relevant field required.
* 2-3 years of relevant work experience required.
* On-line product merchandising experience required.
* Experience with selling direct to US retailers a plus.

Submit resumes to: Rebecca_yaeger@nexgrill.com


Title of Job: Customer Service Supervisor

Key Job Duties & Responsibilities:

  • Monitor daily activity of CSR’s in the Tech department, along w/ overall ACD system
  • Develop all tech members to fully understand all technical components and troubleshooting as necessary for our products; to be the expert
  • Training program leader; will develop and define training program materials. Emphasis is on hands on training. Training is to be modeled per company direction
  • Coaches Techs to take specific actions to ensure customer needs are met Absolute final line of escalation for
    all customer service related issues
  • Demonstrate professionalism, enthusiasm, and excellent communication skills as the technical support representatives are the face of the company
  • Function as the lead person on the Technical team to answer any immediate customer needs
  • Identify and close any important customer issues. Serve as the last line of defense in customer escalations
  • As a part of the escalation, accountability and responsibility to take severe customer issues by providing means to resolve cases with the authority granted
  • Work to develop and build ongoing customer relationships and ensure a continued level of excellence within customer service
  • Serve as the link between departments, supervisors, etc. to achieve the results per company direction
  • Focus on individually addressing the abandonment rate % and adjusting the ACD system to maximize al CSR’s functionalities
  • Assigned additional duties as determined by management

Performance Expectation:

  • Proven ability to close cases
  • Builds confidence in direct report team, measured by their performance and ability to function as a tech in 3 areas:
    - Hands on training with product: defined by service calls and investigations of grills with any issues/troubleshooting
    - Reporting and trends: defined by the ability to recognize trends in grills and identify the source of the problem
    - Technical troubleshooting: defined as the ability to properly troubleshoot while on the phones with the customer
  • Desire for potential for management
  • Lead by example for team on attendance, tardiness, and behavior
  • Personal accountability to keep the tech team at a level where the leads and backups can perform seamlessly despite any attrition
  • Personal accountability to train staff members so that everyone in the department functions efficiently, where performance is key

Requirements:

  • At least 4 years call center experience
  • Have experience on supervising team of at least 10 people
  • Self-motivated, follow up skills/ phone skills
  • Min. AA/AS degree. Bachelor degree preferred.
  • Appliance or grills industry related experience is a plus
  • MS Excel intermediate level

Submit resumes to: Rebecca_yaeger@nexgrill.com


Title of Job: Customer Service Representative

Position Description:

Under the direction of the Customer Service Supervisor or Customer Service Assistant Supervisor, this position is responsible for dealing with customers as required in the Nexgrill call center.  Main duties include customer contact, customer appointments, handling inquiries, technical supports, order process, and payments.

Primary Objectives:

  • Handle high volume incoming telephone inquiries
  • Identify the customer’s needs and executes thorough questioning to solve any open issues
  • Data entry into CRM and internal systems
  • Help resolve any technical and/or troubleshooting issues as needed
  • Demonstrate professionalism, enthusiasm, and excellent communication skills as the technical support representatives are the face of the company.
  • To serve as the expert internally and externally
  • Working with Logistics department to ensure parts are shipping out in a timely manner to customers
  • Answer calls and customer issues as the “expert”, which is defined as the technical service expert on the product
  • Use strong interpersonal skills and have a pleasant telephone manner to complete the calls professionally
  • Support and exemplify the company’s standard of offering excellent after sales service by product knowledge and proactive follow up for building customer relationships
  • Work to develop and build ongoing customer relationships and ensure a continued level of excellence within customer service
  • Consistently increase the amount of calls taken along with lowering the talk time and work time between calls
  • Consistently increase the amount of knowledge absorbed through the technical team and training sessions
  • Providing feedback on newly discovered problems and suggestions for past and current grill models
  • Assigned additional duties as determined by management.

Requirements:

  • Basic reading, writing, and arithmetic skills required.
  • Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm.
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Proven skills to interact with customers and resolve problems
  • Good data entry/keyboard skills
  • Knowledge of administration and clerical processes
  • Relevant product knowledge
  • Proven ability to resolve customer issues on each and every call
  • Desire for potential to be in team lead and/or supervisory role
  • Strong team player and capable of working independently
  • Perform with a high volume of calls, while having no issues with attendance, tardiness, or behavior
  • Personal accountability to keep a low abandoned call rate, which will be recognized individually and collectively
  • Personal accountability to provide solutions to problems, instead of immediately escalating the situation to the next level; accountability to want to take it to the next level

Education and Experience:

  • A High School Diploma is required. AA/AS preferred.
  • One to three years of general business experience, related experience preferred.
  • Six months or more experience in a call center environment
  • Beginning level on MS Excel

Submit resumes to: Rebecca_yaeger@nexgrill.com