Inside Sales/Customer Service Representative

ROLE :

A CSR is responsible for providing service and support for our customers. CSR’s learn product, process orders, answer questions, solves problems and does what it takes to promote and maintain goodwill between the company and our customers. This builds strong customer relationships, loyalty, and retention.

KEY RESPONSIBILITIES:

• Greet customers as they enter the retail area
• Retrieve product from the warehouse for the customer
• Accept payment for counter sales
• Open, Close and Balance the cash drawer
• Handle customer inquiries
• Provide support to warehouse in functions of material handling
• Provide support to Branch Manager on daily operations
• Constant training and learning of our industry and all the products we sell and support
• Identify and source proper item for our customer’s applications and/or needs
• Enter customer orders and quotations
• Answer the phone and respond to emails
• Reach out to customers and be proactively selling our company, our products and our services
• Expedite customer orders
• Process supplier purchase orders
• Process customer returns
• Participate in product and sales technique training
• Review website and identify improvements/corrections needed
• Use CRM and enter customer personal information in the system
• Follow-up on quotes and various promotions sent out
• Handle account manager requests

QUALIFICATIONS:

• Strong leadership and team-building skills.
• Knowledge of warehouse operations, logistics, and inside sales.
• Ability to operate company vehicles and make deliveries as needed (valid driver’s license required).
• Proficiency in inventory management systems and sales software.
• Excellent communication, problem-solving, and decision-making skills.
• Valid driver’s license
• Computer literate and competent in Word, Excel, and Outlook
• General electrical and industrial product knowledge

PERSONAL CHARACTER TRAITS:

• Must possess our pillars of success: humble, hungry, smart and reliable
• A person of integrity who is driven by treating people like they want to be treated
• Ability to exhibit a positive, friendly and helpful attitude while being a good listener
• Customer oriented and with excellent communication, organization, and problem-solving skills
• Must be an excellent communicator
• Must be able to handle conflict resolution
• Must be a motivator and lead by example
• Accuracy of work is essential
• Able to prioritize and manage multiple tasks and deadlines
• Must have the desire, ability, and aptitude to learn
• Must be confidential and discreate when necessary
• Team oriented and a relationship builder

EXPECTATIONS:

• Be one of our go-to sales representatives
• Grow our sales by providing excellent customer service; particular to contractors
• Have general knowledge on all the products we supply our customers
• Increased amount of repetitive customers
• Increased customer retention
• Widen the number of products customers are purchasing from us
• Successfully introduce and succeed in selling product promotions
• Adhere to and commit to all aspects of our quality policy

WORK SCHEDULE:

Monday through Friday most weeks with possible overtime to meet customer and company needs. Work schedule can vary but will normally be scheduled during regular work hours sometime between 7:00am - 5:00 pm. CSR might have to stay longer than five to get orders in the system occasionally. Average work week- 42-1/2 to 45 hours. Possible weekends on rare occasion.

PHYSICAL REQUIREMENTS:

• Some Travel to other branches, customer locations, job sites, trade shows, and networking events.
• Lifting and carrying of product samples, promotional materials, or equipment (typically up to 25-50 lbs).
• Walking, bending, stooping, and reaching when inspecting inventory or assisting customers in warehouse/showroom settings.
• Office-based tasks, such as sitting at a desk, working on a computer, and making phone calls for extended periods.