Job Description
Job Description
Description :
JOB PURPOSE or JOB SUMMARY :
This position manages incoming quote requests, purchase orders, general customer support, and sales generation for an assigned customer base. This role works to obtain and grow sales to these customers by establishing and maintaining positive, trusting customer relationships through responsive and reliable support. This position provides product and service information, resolves problems, and provides basic product assistance. Customer satisfaction and sales growth are achieved by working in alignment with Isaac’s vision & values, goals, and strategies. This role coordinates efforts with other departments to provide exceptional customer service to both internal and external customers in accordance with the Inside Sales team’s values, specifically the Isaac’s Inside Sales Team has HEART :
Honest : We are honest with our customers and ourselves.
Ethical : We do what is right.
Accountable : We take ownership of our actions.
Respectful : We treat customers with compassion and respect.
Together as a Team!
Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.
ESSENTIAL DUTIES and RESPONSIBILITIES :
Support and Develop Customer Business & Relationships
- Answer both direct and indirect customer service emails and phone calls
- Process quotes and customer purchase orders, respond to inquiries, and manage orders.
- Increase sales by proactively upselling and cross-selling, qualifying leads for escalation, facilitating sales campaigns, and providing exceptional customer service.
- Utilize internal & external resources to solve customer problems.
- Properly record all customer returns, complaints, and quality issues
- Possess a working knowledge of Isaac’s products and services, staying updated on current product & service offerings.
- Establish rapport and concentrate on building trusting relationships with customers.
- Build strong relationships with sales partners, external suppliers, and internal departments and communicate in a positive and productive manner.
- Behave in accordance with our values, specifically by the consistent display of CARE for our customers.
Process / Facilitate Customer Quotes
Possess a working knowledge of vendors we represent, their products, pricing, lead times, and resources / portals to quote customers accurately and competitively.Communicate with vendors and other departments to obtain information necessary to quoteProcess quotations accurately in our ERP system, ensuring items are set up properly, and product data is current & accurateQuote products & services at the optimum profit possible, while meeting customer needsRecommend alternates & substitutions when applicable based on availability, cost, and customer need.Understand the economics of the quote process both internally and within the customer’s business to win orders.Process / Facilitate / Manage Customer Purchase Orders
Process incoming purchase orders accurately and efficiently in our ERP systemSend accurate order acknowledgments to customers within 24-48 hours of receipt of the order.Ensure all documents are accurately recorded in the Document Management SystemUse Order Management reporting to review orders regularly to ensure accurate Estimated Ship DatesExpedite with vendors as required and ensure updated and expedited ship dates are communicated with customers as well as all necessary internal departments.Work with Admin Services and Purchasing to obtain order information / status.Recommend alternates & substitutions when applicable based on availability, cost, and customer need.Support Sales & Profitability Growth in Conjunction With Marketing & Outside Sales
Work to achieve monthly, quarterly, and annual sales goals for assigned customer base in contribution to corporate overall sales goals.Qualify inbound (email & phone) leads for Outside Sales assignments and follow-up.Facilitate and support customer & product-specific sales campaigns in conjunction with Marketing, Sales Management, and Outside Sales.Provide feedback from customer interactions to appropriate departments to develop new business opportunities.Facilitate new customer onboarding.Communicate market intelligence to the appropriate internal departments.Work with sales, engineering, production, and other internal departments as needed to develop or expand business opportunities.Utilize strong time management and organizational skills.
Prioritize and follow through on issues.Create reports for management on a timely basis.Maintain and update internal systems daily.Present progress weekly, monthly, quarterly, and update annually.An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
COMPETENCIES :
Written communication skills – Writing must be concise, organized, and clear.Verbal Communication skills – Convey ideas persuasively; either speaking spontaneously or in a prepared presentation.Data skills : Correcting, Analyzing, Comparing, Evaluating, Computing, Reporting and CoordinatingHighly skilled with people : Negotiating, Instructing, Communicating, Serving, and Helping.Team player that relates and works well with clients and employees.Readily adjusts to rapid changes in technology, products, and the marketplace.Demonstrates business acumen, and consultative selling skills, and understands value-based selling.Basic skills in computer operations and mathematical calculations.Measurements
Inbound phone callsQuote linesOrder linesAccount base salesAccount base profit marginCustomer satisfaction (by survey)Accuracy of quotes / ordersResponse timeNew customers on-boarded & customer retention rates.Requirements : QUALIFICATIONS :
High School diploma or equivalent1-2 years of customer service experiencePHYSICAL AND MENTAL DEMANDS :
Frequently required to sit at a desk / workstation for a long period of time.Ability to work at a computer terminal for extended periods of time.Digital dexterity and hand / eye coordination in the operation of office equipmentLight lifting and carrying of supplies, files, etc.Ability to speak to and hear employees / clients via phone or in person.Body motor skills are sufficient to enable the incumbent to move around an office environment.Ability to analyze unique situations and develop appropriate responses.Additional Mental Requirements : compare, decide, direct, problem solve, analyze, instruct, interpret.The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.
WORKING ENVIRONMENT :
Office hours average 40 per weekWork is typically performed in an indoor office setting.We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law."
