Inside Sales Support Representative - Fairburn, GA

JOB TITLE:  Inside Sales Support Representative - Fairburn, GA 

DEPARTMENT: Domestic Customer Service / Sales Administration

REPORT TO: Manager Customer Service Domestic

REVISION DATE: 04/01/24

SUMMARY:

Provides support via phone, email, and live chat to manufacturer representatives, distributors, company sales representatives, consumers and internal employees. Efficiently utilizes systems and resources for: stock status, purchase order processing/inquiries, purchase order changes, delivery dates, general questions, and application of products.

DUTIES AND RESPONSIBILITIES:

• Resolves product/service problems and provides follow-up to ensure satisfactory resolution                                                                                               
• Meets and/or exceeds departmental KPIs within a team environment to increase customer satisfaction. 
• Work diligently to achieve self-development KPIs"                                                               
• Utilizes TOTO's internal operating system, web based order management tools, shipment tracking/freight estimation tools, etc. to efficiently process purchase orders, track shipments, and review supply/demand                                                                       
• Understands different shipping options and the customer requirements to effectively communicate specific shipping requirements for specialized services.                                  
• Maintains proficient knowledge to effectively answer customer inquiries regarding key features, functions and benefits of TOTO's products.  Maintains a working knowledge on product warranties, spare parts, and components                                                                                  
• Remains diligent in reviewing and understanding: product bulletins, sales programs, sales bulletins, and lead times                                                                                          
• Works with the Claims department  to ensure all claims are processed in a timely manner as it relates to reshipping products                                                                          
• Represent TOTO to the general public and customer base with the utmost professionalism.  Provides accurate, courteous and timely information when responding to customer concerns, comments, and/or questions                                                                                                                                                    

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities

QUALIFICATIONS:

• Minimum Education Level:  GED / High School Diploma and some college
• (2 to 3) years of customer service experience / inside sales support are required.   
• Must possess excellent interpersonal, verbal, and written communication skills. 
• Exposure to a CRM tool, or similar software, would be a plus.  
• Must be comfortable speaking with the general public, have good problem solving skills, possess empathy, be able to multitask, and have reliable internet.   
• Requires attention to detail, accuracy, Excel experience, organization skills, information retention, problem solving skills, outstanding follow up skills, and a customer first attitude.

Regardless of Position/Title, all employees are expected to provide the highest level of customer service and kindness for the TOTO organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.