What are the responsibilities and job description for the Customer Service Representative position at Marlow Ropes Inc.?
Marlow Ropes are a world leader in the design and manufacture of specialist fibre ropes for industries as eclectic and wide ranging Arboriculture to Grand Prix Yachting and Film & Events to Utilities.
Our sales & distribution office in Plymouth, Massachusetts sells to customers across the Americas and we are currently recruiting for a tenacious and motivated Inside Sales/Customer Service Executive to join our small but dedicated team.
The position will report to the Marine Sales Manager and will focus on working with our Marine division working with customers such as Boat Shops, Yacht Riggers & Grand Prix Race Teams, as well as a wide variety of Commercial Marine Customers.
What will the Customer Service Representative do?
This position plays a fundamental role in delivering our high levels of Customer Service. You will be dealing with incoming orders and enquiries from our existing customers and building strong, lasting business relationships with them. You will administer the sales order book, liaising with the warehouse to have orders picked and shipped out and then invoicing them accordingly.
You will be in regular touch with our UK office to check status of inward board freight from our UK manufacturing facility.
You will be familiar and comfortable with taking and making telephone calls, working with our existing customer data base and prospective new customers to take orders and follow up email campaigns.
This is an office based role working within an experienced team of sales & customer service professionals. However, some external travel may be required on an irregular and infrequent basis - for example attending exhibitions 1 or 2 times per year.
Key Responsibilities:
- Undertake customer service and sales administration activity for existing customers
- Regular phone calls to key and repeat customers
- Help new sales opportunities through inbound and outbound telephone calls and emails, providing initial quotations when appropriate
- Follow up eMarketing campaigns with targeted phone calls and emails
- Build strong relationships with key customers
- Follow up quotations
- Update CRM system - opportunities, contact information, interactions etc
- Understand the customer needs and requirements and advise accordingly, if required discuss with Sales Manager or Technical department
- Responsible for maintaining and developing customer portfolio with a keen focus on account management to capitalise on customer relationships
- To be team member and work as a team and assist others when required.
Key Requirements:
- Proven inside sales / customer service experience
- Strong and confident phone presence
- Experience of CRM systems
- Excellent verbal and written communication skills
- Ability to manage time effectively
- Able to accurately undertake key sales administration tasks
- IT Literate - able to use Microsoft suite of products and business admin software
- Assisting off-site at occasional exhibitions and/or customer visits.
Nice to have skills and experience:
- Experience writing and posting social media content. Ad hoc assistance to UK and US marketing teams
- Experience liaising with IT support.
Other Information:
- 10 paid vacation days per year
- 5 PTO days per yer
- 401k after probationary period
- Health & Dental plan contribution after probationary period
- Monday - Friday, 8.30am - 5.00pm
Job Type: Full-time
Pay: $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
Shift:
- Day shift
Work Location: In person
Salary : $55,000