What are the responsibilities and job description for the Inside Sales Support Representative position at Enthusiast Auto Holdings?
Description
Enthusiast Auto Holdings (EAH) is a highly successful eCommerce company in the automotive parts industry. EAH goes to market via nine enthusiast focused websites - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, EVANNEX and RCI Off-Road.
EAH serves the automotive enthusiast; customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge and support to make their automotive vision come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. Led by a strong leadership team, EAH generates market leading profitability and has experienced high rates of organic growth, including through and following the pandemic. The company has also successfully grown through multiple acquisitions.
EAH is owned and supported by Cortec Group, a premier private equity firm, Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level ERP / WMS / OMS systems.
EAH and is now seeking to strengthen the ECS Tuning team with an Inside Sales Support Representative as the business continues to scale. This is an on-site full-time position and offers competitive compensation.
The success of ECS Tuning is driven by an energetic culture of automotive passion, results and an unrelenting determination to succeed. This individual will be responsible for driving sales and margin results for ECS Tuning, Turner Motorsport and Evannex by leveraging social media (FB, Instagram, Reddit and others) to identify customers in need of product/advice, hosting group buys, responding to our sales inbox messages while also handling overflow phone calls and live chats.
This individual must be an experienced car enthusiast with a hunter mindset to unlock new sales opportunities.
Requirements
Daily tasks include:
- Social Media – In this role you will be responsible for communicating with customers on our social media platforms, driving customer engagement and sales, and providing clear and effective communication with customers who are seeking advice/support.
- Email Inbox Maintenance – In this role, you will be responsible for managing our Sales inbox to ensure that we are responding to our customers in a timely fashion, providing best in class service and support.
- Phone Call and Chat Support – In this role you will be assigned to our phone and chat queues where you will be expected to support customer questions for new sales, open orders, order status, etc.
- Customer Focused – In this role you are required to keep the customer’s needs front and center, providing an overall positive relationship. All decisions and communications should be made with our Values in mind.
- New Sales and Quotes – In this role you will be responsible for driving sales/margin growth through actively closing every contact by actively asking for the sale.
- Order entry and order management - Maintaining customer orders by providing order updates and transparent communication with our customers.
- Customer Interaction – In this role, you will responsible for handling customer communications with buyers and potential buyers, seeking advice, product support, fitment suggestions, etc. All customers must be replied to promptly, with industry leading advice and support to ensure that we’re providing a world class experience for our customers.
- Other Duties as Required – In this role you will be required to support other areas as needed, such as phone support, chat support or tending the Curbside/Will-Call lobby. These duties will be assigned as needed.
What Success Looks Like:
- Providing every customer with best-in-class experience! Maintaining a score of 87% or higher with customer feedback.
- Living by our values in all that you do.
- Delivering on defined SMART Goals
We are looking for a candidate that is a hunter and willing to explore new sales opportunities, self- motivated, customer centric and with strong skills selling in communication. This candidate must be willing to fulfill and promote our core values of communication-transparency-trust-collaboration-respect and must be able to take/receive constructive feedback.
