INSIDE SALES & SUPPORT

Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives... Helping our world work better.

ASTM provides an excellent compensation and benefits package including :

• Undergraduate and Graduate Tuition Reimbursement
• Comprehensive medical, dental, vision, life and disability insurance
• Paid holidays, vacation and sick leave
• 403(b) plan with company match
• 100% company-funded defined benefits pension plan

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Summary

The Inside Sales & Support Representative position is one that has elements of customer service, sales and product / systems support. Incumbents and applicants need to demonstrate proficiency in customer relations and service skills, demonstrate ability to provide support to both internal and external customers, possess ability to learn and use multiple information systems as well as have the ability to trouble shoot and analyze complex situations.

Representatives also need to possess the ability to work effectively with different departments within the organization. Ultimately, the most important quality of an Inside Sales Representative will be to have the ability to differentiate casual sales from enterprise sales so that appropriate steps can be taken to maximize revenue from existing transactions.

Customer Relations Element

The representative answers inquiries, places orders, and responds to consumer through varying channels of communications such as 1) Telephone 2) Fax 3) Email 4) Conventional mail 5) Web transaction reports. While adhering to established services levels, Inside Sales & Support Representatives provide support to ASTM's (TPT) Training Proficiency Testing program, (PTP) Proficiency Interlaboratory Crosscheck Testing programs, CCRL programs, and membership initiatives. Representatives assist Members and consumers navigate the web store's shopping cart purchasing processes. Example of products supported but not limited to this list are : 1) Pre-shipped Orders 2) Online services 3)Reprints 4)Royalties 5) Research Reports 6) Lab Listings and Advertising 7) Standing Orders. 8) Journals 9) Memberships 10) Specialized CD Collections.

Representatives handle domestic and international transactions. Close to ½ of ASTM International revenues come from International Sales. This position responds, suggests, cross sells and upgrades product lines where appropriate for the customers. The Representative drafts correspondence of all types, handles product complaints, processes claims, resolves billing problems, authorizes returns, provides shipments tracking information, and coordinates document imaging for long-term retention. Representatives handle assigned special accounts that require customized order processes or additional follow up attention.

In-house Support Function

The Representative ensures proper capture of channel codes, marketing codes and other relevant marketing information. This position assists in determining which accounts are consolidated, changed and modified, or eliminated. The Representative provides Membership support by entering individual members' committee information into ASTM's information systems, corrects membership integration reports, acts upon membership upload reports, and utilizes alternate information systems to resolve problems and issues.

Representatives set up and renew Memberships for the organization. They also invoice and send membership renewal notices upon request. The Representative provides accounting support by retiring invoices, referring accounts for credit checks, applying wire transfer payments, and handling tax-exempt documentation for accounts.

Systems Usage

ASTM International is a complex organization. The Representative has access to an arsenal of information systems to enable them to provide proper support. Candidates need to have a working knowledge of Microsoft Office products, Adobe Magento, Oracle Enterprise Suite, SaleForce.com, MCS (ASTM Proprietary Software), and various web sites that facilitate member and customer information are all systems that a Representative will be expected to learn.

Representatives will need to develop proficiency in systems and product support. Issues expected for resolution are 1) Password resets. 2) Assistance in downloading digital content. 3) Locating information in our website. 4) Programming IP addresses for subscription access. These are only some of the items a Representative is expected to support. ASTM has a wide variety of products and services.

Inside Sales Element

Representatives will have a set of assigned special accounts. These accounts have specific requirements that fall outside the norm and require manual intervention for successful handling. Representatives will have to be proficient in identifying trigger phrases and questions so they can identify opportunities that are better suited to be handled by the Enterprise Sales section of the Department. Ultimately, Representatives need to develop business acumen so they can differentiate Enterprise size sales from casual orders.

Interdepartmental Liaison

Inside Sales Representatives must have excellent interpersonal communication skills as they will need to effectively communicate interdepartmentally to handle accounting issues, marketing issues, production issues, quality control issues, informational technology issues, and technical committee organizational issues (TCO).

Quality Assurance Element

To ensure ASTM delivers high quality support with our product and services, ASTM has deployed a Quality Assurance Program. ASTM randomly monitors correspondence and electronically records calls. As a condition of employment, the incumbent and applicants acknowledges and consents via signature to this process. This position can be requested to assist in the training of new and established employees.

Qualifications

This job description is not intended to provide an all-inclusive listing of related job activities. Associates may be requested by management to perform other related activities in place of or in addition to those representative activities noted in this job description.

ASTM International is an Equal Opportunity / Affirmative Action Employer Minorities / Females / Disabled / Veterans.