Customer Service Inside Sales II

Job Summary

Establishes and maintains positive relationships with customers and Sales staff by receiving and responding to a high volume of telephone requests.  Takes orders from customers via digital modalities, helps customers with product and technical questions, input, invoice, and process payments. Ensures necessary margin is maintained for each sale.   Works with outside sales representatives to ensure customer satisfaction.

Essential Job Functions *

• Customer Communication by communicating with customers to determine their product needs; communicating Order Status with customer; working with outside sales representatives to fulfill customers’ needs.
• Order Entry and Processing by inputting customer’s orders into computer system; working with customers and shipping personnel to determine when / if orders should be split; processing orders, invoices, payments; forwarding invoices from vendors to appropriate finance personnel; assisting with order returns and credits with finance; and reviewing and processing freight claims.
• Pricing Management by evaluating inventory cost and sale pricing to ensure correct profit margin; communicating with customers regarding pricing; preparing quotations for customers.
• Product and Merchandising Support by being able to answer questions concerning product application and proper usage and support Field Service staff with display materials; quickly answering customer questions concerning product usage and specifications; reviewing and knowing multiple merchandising components by customer to support customer displays.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• High School Diploma or equivalent
• Strong interpersonal skills.
• Fastener experience a plus.
• Bilingual a plus.
• Excellent organizational skills and attention to detail.
• Strong computer skills a plus

Competencies – Knowledge, Skills and Abilities

• Personal Leadership - Takes initiative and follows through on promises; accepts responsibility for mistakes; protects confidentiality; voices disagreement with tact; accepts & implements change.
• Internal & External Customer Service - Exhibits cooperative behavior; anticipates customer needs & initiates service in a timely manner; exceeds service expectations at all times.
• Communication - Communicates verbal & written information in a clear, concise manner; invites contact and listens with respect; responds to voice and email in a timely manner.
• Teamwork - Arrives at meetings and appointments on time; interacts well with various personalities; shares resources; supports team decisions; contributes to team projects when asked.
• Results Oriented - Possesses current industry & job knowledge; is organized & efficient; demonstrates effective time management & multi-tasking skills; makes decisions in a timely manner.

Operational Equipment

• N/A