What are the responsibilities and job description for the Customer Service and Inside Sales position at Industrial Tooling & Supply, Inc.?
Customer Service Representative / Inside Sales
Duties:
- Answers phones – Representative will receive calls from current/potential new customers, salesmen, other branch personnel, and vendors.
- Representative will generate quotes, process sales orders, make purchases, identify problems, process applications, cancellations, and adjustments.
- Will effectively communicate details of quotes, sales orders, issues via phone or e-mail correspondence.
- Will resolve customer issues as needed; will reach out to other designated areas within the company if customer issues are not able to be resolved at the customer service level.
- Will make thorough notes of customer interactions, inquiries, and detail what actions have been taken.
- Will participate in on-on-one training, company-wide training opportunities, as well as utilize the tools given to self-educate on product knowledge.
- Will be responsible for reviewing one’s own work – with and without trainer - and make any necessary edits.
- Responsible for follow up with customers and salesmen regarding any open quotes or outstanding issues.
- Will establish a professional business relationship with customers, salesmen, vendors, and employees of ITS.
Tools, Services, Accommodations Needed for the Job:
a. Representative is given:
- Thorough training for the Customer Service Representative/Inside Sales Job Position: Complete documented instruction for how to use our sales system, ITS Handbook, on-the-job training by mentor(s), and weekly training webinars.
- Complete access to all customer history and contacts information.
- Complete access to all manufacturer’s contacts information, manufacturer’s catalogs, and login information for the manufacturer’s websites.
- Unlimited access to help from any other ITS Employee.
b. Representative MUST demonstrate:
- Willingness and ability to learn and maintain a consistent learning curve.
- Rapport with customers and other ITS Personnel.
- Commitment
- Positive attitude
- Excellent Communication Skills
- Excellent Computer Skills
Representative will directly report to the Division Manager. Representative will also answer to the Vice President and President of ITS as situation dictates.
Interactions within ITS: The employee will be expected to interact with other customer service representatives, division manager, and warehouse manager of the Pelham Division daily. Representative will also interact with salesmen and with personnel at other divisions of ITS.
Interactions outside of ITS: Representative will interact with customers and vendors – this may include purchasing departments, technicians, and engineers.
Training needed to fulfill the role:
- Representative will be trained on the correct procedure of research and documentation.
- Representative will be trained on how to use the tools made available to him/her.
Note: There are many different avenues to researching products that we sell. The representative will have the opportunity of learning these different avenues and can share ideas.
- Training period – There is no set period for training. There will always be more to learn and to share. This job requires someone with the willingness and ability to expand their learning throughout their employment in its entirety.
Skills needed to fulfill the role:
- Professionalism
- Computer Skills – Intermediate to Advanced
- Ability to retain training
- Critical Thinking
- Communication Skills
- Desire to learn
- Relationship Skills
- Multi-Tasking and Prioritizing
Representative’s work will be evaluated by the Division Manager daily. Manager will look over the employee’s work and critique as necessary. Representative will also receive positive and constructive feedback.