Inside Sales Support Specialist

Reports to: Customer Service Manager

Position Title: Inside Sales Support Specialist

Position Summary:

As an Inside Sales Support Specialist, you will represent Roberts-Gordon and Reznor brands and drive best-in-class product knowledge, and customer assistance with responsiveness and professionalism.  This position offers broad exposure to multiple departments within a manufacturing business providing the building blocks and experience for career development in customer service & inside sales.

Position Responsibilities:

• Understand product operation and maintenance and be able to explain to various customers via phone and e-mail.
• Serves as company liaison with customers on administrative matters.
• Interpret customers’ needs and clarify problem resolution to internal departments, teams and managers.
• Team with production personnel to resolve problems and maintain a high-quality manufactured product.
• Assist or lead customer product training sessions in person or via video meetings.
• Assist customers with order status inquiries or product knowledge.
• Provide support to Sales team members by instituting a winning selling process for outbound sales
• Carry out sales strategies in tandem with Sales Team and Marketing based on sales and market trends
• Advise team on strategies to improve sales performance, achieve goals and meet expectations
• Identify and participate in customer facing meetings and activities as-appropriate, both virtually and in-person.
• Collaborate with field sales team to build synergy within both inside and outside sales efforts
• Develop account strategies in tandem with outside sales people.  Assist with implementing annual strategies and initiatives within assigned responsibilities.
• Assist with identifying new business opportunities and develop strategies to optimize new potential business
• Assist sales team in building development and penetration strategies for their accounts
• Attend to required order management tasks and escalated post sales activities
• Create team-oriented sales environment that rewards success and supports continuous improvement
• Participate and potentially lead projects and/or task forces
• Effectively communicate up, down and through the organization as required
• Ensure policies and procedures and code of conduct are adhered and create a culture of accelerated growth, including building on the corporate culture
• Ensure a superior experience for each customer
• Actively engage and participate in customer facing activities/meetings
• Proactively build solid business relationships with strategic customers and partners
• Perform other activities as needed in assigned responsibilities or with assigned accounts.

Position Qualifications:

• Associate’s Degree or equivalent experience
• Minimum 5 years inside sales experience
• Strong leader and cross-functional team builder
• Excellent customer care skills with a “customer first” mentality
• Adaptable, ability to lead through change
• Excellent verbal and written communication skills
• Employer will train on the job.
• Desire to learn and develop skills across various aspects of manufacturing business including engineering, customer care, manufacturing process and inside sales.

Preferred Skills:

Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions, interpret instructions furnished in written or oral form

• Be self-directed with the ability to assist customer and meet established deadlines with occasional supervision, as well as thrive in team atmosphere
• Strong organizational and time management skills
• Computer skills including Microsoft Office with a high degree of proficiency
• Experience operating professional and proven selling systems; expected to establish similar systems
• SAP experience preferred
• Technical knowledge of HVAC systems is a plus
• Determine priorities given by supervisor based on requirements and take appropriate action. 
• Must be able to work in a fast paced, deadline driven environment