JOB FUNCTION

REPORTS TO: Commercial Operations Director
LOCATION: Union City, California

The Inside Sales Representative – Account Specialist reports directly to the Commercial Operations Director as part of the Commercial Team. The position will require direct communication with customers, the sales team, logistics personnel, as well as interdepartmental communication. The Inside Sales Representative will be heavily involved with various systems for data entry and customer management to achieve high level customer satisfaction. The focus for this position will be to work directly with a global account to grow and nurture sales through partnership with their sales team. The Inside Sales Representative will be responsible for developing new leads, communicating with customers, understanding customer’s needs, ensuring smooth sales process to build instant rapport and achieve customers satisfaction.

NATURE AND SCOPE

Key responsibilities include the following:

• Manage a full sales-cycle from initial interest through sales activation, which includes creating and maintaining a database of current and potential customers.
• Maintain active engagement with prospects, customers, and sales associates through multiple channels (phone, email, chat)
• Follow up on trial and feedback after sample delivery
• Build new relationships and strengthen existing relationships to create lifelong business partners
• Outbound calls and emails to understand potential and current customers’ needs and identify sales opportunity (B.A.N.T. Method – Researching and qualifying new leads).
• Engage with prospective customers and businesses by phone calls and emails to inspire and educate on the benefits, demonstrate the advantages of SW Products, and personalize the experience to each customer and lead
• Answering potential customers questions, explain features of products and sending additional information per email.
• Recommend certain glove to clients based on their specific needs and desires, putting the satisfaction of our customers above all else
• Utilize upselling techniques to increase the size of orders and encourage customers to try out newly developed products
• Ensure follow-up by passing leads to appropriate team members with Follow Up Task (calls to action), dates, materials and samples shipped, lead BANT answers, etc.
• Handle inbound, unsolicited prospect calls and convert into sales.
• Work on outbound cold calling and emailing to secure new business.
• Closing sales and achieving sales targets.
• Maintain up-to-date process and product knowledge and value to our customers.
• Assist in hosting and supporting marketing events to continue to increase public awareness about SW Products and company’s updates.
• Promptly respond to leads, customer inquiries regarding product, service, tracking and account.
• Handle and resolve customer complaints and discrepancies in professional manner.
• Obtain and evaluate all relevant information to handle product inquiries.
• Promote new products, provide pricing, service and delivery information to customer in timely manner.
• Regular and accurate maintenance of customer account information in database.
• Direct communication with sales representatives to provide accurate information regarding samples, customer orders and inventory levels.
• Strong time management skills to meet team and individual deadlines.
• Record details of customer interactions in Salesforce for future reference by CS Department or other departments within the company.
• Follow up within 24 hours of all customer and sales requests.
• Work cross functionally to provide necessary customer information and assistance to Regional Sales Managers.
• Communicate and coordinate customer order requirements effectively with distribution center and 3PL partners.
• Flexibility to adjust and adapt to meet customer needs as well as internal requirements.
• Partners with the SW Regional Managers to determine necessary strategic sales approaches to meet and exceed customer’s service expectations including develop and grow new/existing customers.

KNOWLEDGE/EXPERIENCE

To effectively carry out the above responsibilities, the Customer Service representative should possess the following skills, knowledge, and business experience:

• High school diploma or equivalent required, college degree preferred.
• Minimum of 2-3 years of previous B2B support experience desired.
• Inside Sales experience preferred
• Solid experience in opportunity qualification, pre-call planning, call control, account development, and time management.
• Success in qualifying opportunities involving multiple key decision makers.
• Experience in Personal Protective Equipment (PPE) a plus.
• Excellent listening skills.
• Must be able to work in a team environment to meet deadlines.
• Strong and professional communication skills: by telephone, in person and in writing.
• Knowledge using ERP programs for order processing and data gathering preferred experience with NetSuite.
• Knowledge of MS Office and shipping company software (UPS, FedEx, etc.).
• Experience with CRM systems (Salesforce, etc.).
• Strong attention to detail to ensure accuracy of orders and overall customer satisfaction.
• Organized, flexible, able to follow instructions and receive feedback.
• Exercises good judgment within defined procedures and practices to determine appropriate actions and problem solve as needed.