What are the responsibilities and job description for the Customer Service/Inside Sales Representative position at BRINLY-HARDY COMPANY?
Job Title: Customer Service/Inside Sales Representative Shift: 1st
Department: Customer Service Classification: Full-time, Hourly, Non-Exempt
I. Job Summary:
- Fully supports the Company’s vision: “Brinly-Hardy Co. - Since 1839-Making Things Better”, and core values of; Teamwork, Ethical Behavior, Respectful Relationships, and a Can-Do-Spirit.
- Executes all aspects of the position while focusing on Safety, People, Quality, Delivery, and Cost (SPQDC).
Within a Lean organization, the Customer Service/Inside Sales Representative manages customer orders across all brands while driving sales growth. This role involves building relationships through email, phone, and chat, providing excellent service, and identifying sales opportunities. The representative will become a product expert, guiding customers on ordering, assembly, operation, and troubleshooting. By solving problems and offering tailored solutions, they ensure a seamless purchasing experience and effectively promote the company’s products to a diverse customer base.
II. Job Relationships:
Responsible to: Customer Service Supervisor or designee
Assignments received from: Same
Type of supervision received: General, Direct, and Indirect
Positions supervised: None
III. Essential Job Duties:
- Demonstrate a strong customer service orientation in all dealings with others.
- Efficiently deal with and resolves a wide variety of customer issues pertaining to all Brinly manufactured products across all brands.
- Clearly communicate ideas relating to orders and technical product issues and information.
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Performs outbound telemarketing calls and/or sends e-mails:
- To existing customers to provide information on current product/price promotions and to secure new orders.
- To potential new customers to provide information
- To check on POP execution with new and existing dealers and branch locations
- Assist sales team with providing pricing, availability and freight estimates as needed.
- Logs calling & email activity in Company’s CRM
- Communicated clearly and effectively via e-mail (written), voice (expressive), chat (written) and CRM applications/tools (written) pertaining to a variety of product-related issues: assembly, installation, troubleshooting, parts, warranty, order/pricing, freight, etc. Primary communications via all modalities will be in English.
- Performs order entry of customer information relating to orders, quality, etc.
- Resolves warranty issues and processes returns
- Collects and disseminate technical and quality information/feedback to other departments and groups within Brinly-Hardy Co.
- Develops and maintain a strong technical knowledge of all Brinly lawn and garden & turf equipment and processes in order to provide technical assistance to customers.
- Helps answer our online reviews and social media questions
- May participate in trade shows, customer meetings, and product demonstrations as required.
- Will provide technical expertise as needed to marketing, sales, R&D, engineering, and manufacturing departments.
- Assists with photo and video shoots as needed
- Travels to customer locations as needed
- Participates in continuous improvement projects.
- Other duties as required to fulfill the responsibilities of the role.
Core physical requirements: Talking on the phone (frequent) – Primary language on phones will be English; sitting (frequent); standing (moderate); reaching overhead (moderate); walking (moderate); climbing stairs (moderate); typing on a keyboard (frequent). Environment – Office, climate-controlled or home office (Primary) 98%; Plant, not climate controlled (Secondary) 2% - more during product training
IV. Qualifications:
The following are the minimum requirements for this job:
A. Education: Minimum High School degree or equivalent, some college preferred
B. Work Experience:
- One-year minimum Customer Service and/or Inside Sales experience. Must have experience with customer service technologies, phone and chat systems.
- Strong data entry/order entry skills (speed/accuracy)
- Experience in and/or ability to learn technical-related product information in lawn and garden and turf equipment.
- Excellent communication skills, with customer service orientation. Must speak clearly, have strong writing/grammatical abilities, and have the ability to communicate technical information over various modalities - spoken, written, & visual.
C. Knowledge, skills, abilities, and personal attributes:
- Excellent communicator with the ability to resolve issues in a positive “Win-Win” manner.
- Ability and desire to work in a fast-paced, demanding customer service/sales environment.
- Ability to learn and understand a wide body of technically related information.
- Excellent with details
- Self-directed
- Technically oriented
- Ability to deal with difficult situations and people while maintaining a calm, positive manner
- Manages time well.
- Possess a high degree of professionalism and executes duties in an ethical manner.
- Good computer skills, with an ability to type a minimum of 50 wpm.
- Ten-Key/Data Entry Skills
- Technical knowledge or background in the lawn care industry a plus
- Spanish speaking a plus
Great Opportunity - Skill Development - Good Pay - Performance Bonuses - Full Benefits - M/D/V Life, Dis., Vac., PTO, Hol., Retirement, Profit-Sharing, Great Events! Great Team!
We are proud to be a certified women-owned business that encourages all qualified applicants to apply.
SHIFT: M-F, 8 am- 5 pm (OT - Days outside of normal hours and on Sat as needed)
Salary based on experience, Pre-Hire: Background checks and drug screens are required, EOE/Drug-Free