Overview

The Inside Sales Representative is a multifunctional role designed to increase sales and enhance customer relationships. The Inside Sales Representative may be assigned responsibility for a portfolio of National Accounts and House Accounts, or support Territory Sales Managers’ assigned Accounts. The Inside Sales Representative is responsible for performing sales and customer service tasks in accordance with company business practices and in the professional manner required to build market share.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The Company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time. All work is to be completed with minimum supervision and in accordance with Company standards. Other duties may be assigned.

• The Inside Sales Representative provides exceptional service to all prospects and customers through various contact methods (phone, fax, mail, e-mail); manages relationships and supports the needs of customers to increase penetration and retention.
• Understands and supports company sales policies, procedures and sales culture to provide effective customer service.
• Supports our Sales Department by identifying warm leads from lost or potentially lost customers; Shares customer and market knowledge with TSMs and Sales Management.
• Prequalifies and follows up on new leads from outside 3rd party sources, incoming calls, referrals, new National Accounts and other methods.
• Conducts targeted campaigns to undercover reasons why a customer left; Schedules outbound calls to proactively engage customers and build relationships to ensure account retention.
• Maintains and develops relationships with customers and former customers with a set goal to retain or return to an active account.

• Identify and communicate potential customer needs or opportunities to appropriate department.
• Consistent use of suggestive selling techniques, special products, and services promotions.
• Promote the benefits of the company; Knowledgeable of company’s full product offering and service capabilities.
• Provide technical assistance for external customers and internal associates.
• Demonstrate proficient use of all job support tools.
• Adhere to business policies as defined by management.

• Select and process mailings to customers, e.g., product literature, specifications, MSDS sheets, catalogs, promotional flyers, and other available materials.
• Remains current on conditions regarding products and product updates through available resources.
• Completes new account paperwork accurately and submit in a timely fashion.
• Serves as a dedicated inside support representative for agreed upon customers within the region.
• Address inbound inquires for accounts related to product information, sales/billing information and delivery or other issues or refer as appropriate.
• Establish contract pricing in collaboration with the Sales Manager or TSM.
• Address pricing or billing questions and RMA’s.
• Assist ‘time sensitive’ situations with OSP’s, new account set-up, new products.
• Assist with operational or delivery requests.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; develops alternative solutions.
• Interpersonal - Maintains confidentiality; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills;
• Written Communication - Writes clearly and informatively. Ability to write reports, business correspondence, and present information clearly and concisely.
• Mathematics - Ability to work with mathematical concepts such as sales ratios, margins, return on investments, valuation, and depreciation.
• Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition. Demonstrates excellent analytical skills.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; upholds organizational values.
• Dependability - Takes responsibility for own actions; commits to long hours of work when necessary to reach goals.
• Initiative - Takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment.
• Creativity. Able to deal with customer issues/situations that do not fit neatly into our standard business processes or procedures. Maintains a customer focused perspective.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure.
• Multi-functional. Able to thrive in fast paced, multi-tasking environment.

Qualifications

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor’s degree and at least 2 years of Customer Service and/or Sales Experience preferred; or equivalent combination of education and experience.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office Products (Word, Excel, Access, Outlook, PowerPoint), Crystal Reports, CRM, Relational Database Management, Internet

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and sit.

 EOE