What are the responsibilities and job description for the Inside Sales Representative position at Shafer, Troxell & Howe, Inc?
Cougar USA is a leading supplier of water control systems for commercial building applications, specializing in Pre-Engineered and Custom-Designed solutions for water pressure, level, temperature, flow, and quality.
We are currently seeking a new Inside Sales Representative to join our team! This role will handle customer quotes, follow-up and generate profit from inbound leads and retrofit projects from but not limited to emails, phone calls and marketing events. When this role is executed well, customers will receive prompt and high-quality service leading to repeat business.
Key Job Responsibilities:
- Deliver on the Cougar Promise
- Respond quickly with accurate and thorough quotes to inbound sales
requests/RFQs from customers external and internal - Follow-up on open inbound sales quotes within a timely fashion
- Accurate and detailed order handoff to Order Entry with proper documentation and thorough, complete information in CRM and ERP system
- Drive and maintain profit margin with existing and new customers
- Document transaction details in Box, NetSuite and any other productivity tool the
company uses - Technical understanding of products and ability to learn new products
Metrics/KPIs:
- Quote Response Time: KPI: Percentage of quotes sent within 24 hours. Target: 90% or more.
- Quote Follow-Up: KPI: Percentage of follow-ups completed within 48 hours. Target: 95% or higher.
- Order Handoff Accuracy: KPI: Percentage of error-free handoffs to Order Entry. Target: 98% or higher.
- Profit Margin: KPI: Maintain gross profit margin on quoted materials. Target: 20% margin on average.
- Transaction Documentation: KPI: Percentage of transactions documented in CRM/ERP systems. Target: 100% of transactions properly documented.
- Customer Satisfaction: KPI: Customer feedback rating on responsiveness and accuracy. Target: 4.5/5 or higher.
