Inside Sales/Customer Service

Title: Inside Sales / Customer Service

Hopefully, this will be your last job as is the case with many Fessenden Hall employees. Fessenden Hall has been in business since 1890 making it a well-established company promising long term employment. Joining the Fessenden Hall family comes with perks to support you in your personal and professional journey. Experience what being a part of the Fessenden Hall family feels like. Be encouraged and cheered on by your managers and coworkers to live a great life and be supported while you work with us. Many Fessenden Hall employees have been with the company from 20-40 years. Fessenden Hall provides excellent health insurance at a very low cost to their employees, 401k and both short- and long-term disability.

Salary: Hourly compensation is commensurate with experience.

Benefits: Company provided medical, dental, life insurance, short term disability, long term disability, accidental death and dismemberment and 401(k).

Reports to: Inside Sales Manager

Function:

1. Engage our customers through incoming telephone calls, email and walk-in inquiries to facilitate product purchases and favorable brand opinions.
2. Utilize computer data base information, Supplier contacts, Operations personnel, Dept. Managers to collect and communicate accurate information back to customers.
3. Assist with Customer -the-counter sales including handling payments and credit card transactions.
4. Facilitate and follow-up on quotations for non-stock items (special orders).
5. Solicits orders via telephone from existing customers.
6. Provides administrative support for assigned Field Sales Representatives.

Responsibilities:

• Manage high volume of incoming calls and emails with the intention of providing prompt, courteous, and efficient handling of customer orders and inquiries. The goal is to provide superior service to our customers.
• Identify, assess and fulfill customers' needs by building sustainable relationships of trust through open and interactive communication with customer base.
• Provide assistance to customers and potential customers who come to the sales counter for information.
• Provides support to assigned Field Sales Representative for such things as sample requests, expediting orders and other requests.
• Meet or exceed personal/customer service team sales targets and call handling quotas.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure customer satisfaction.
• Maintain records of significant customer interactions.
• Follow communication procedures, guidelines and policies.
• Go the extra mile to engage customers and ensure superior customer service.
• Performs additional duties as assigned, such as, operation of the cash register, credit card machine and pulling orders.
• Participates in company-sponsored educational programs and sales meetings as required.
• Overtime work may be required from time to time for physical inventory, company meetings or other similar corporate activities.

Requirements:

• On site position.
• High School Diploma or better.
• Experience in countertop, cabinetry or related business is an advantage.
• Excellent inter-personal and Customer Service Skills.
• Basic keyboarding skills.
• Basic mathematic skills.
• Familiarity with Microsoft Office programs and ability to learn our Agility software.
• Ability to multi-task and manage stressful situations calmly and appropriately.