Role Summary:
The Customer Service and Inside Sales Representative is responsible for ensuring exceptional customer satisfaction and driving sales growth. This role manages the full sales cycle, from proactively identifying and qualifying new leads to nurturing existing accounts and effectively communicating the value proposition of our products/services to achieve sales targets. A key aspect of this position is providing outstanding customer service, addressing inquiries, and resolving issues to foster customer loyalty and repeat business. This position is in Grand Rapids Michigan and expected to be in the office.
Reporting to: Customer Service Manager
Role Expectations:
- Provide courteous and comprehensive support to customers, distributors, and internal departments.
- Build and maintain strong customer relationships to foster loyalty and repeat business
- Analyze customer problems, determine potential solutions and provide information
- Process customer orders and complete small order fulfillment
- Lead generation management; identifying sales opportunities and prospecting new customers
- Guide and educate customers on how to place small orders using the website.
- Identifying opportunities to sell additional products to existing customers and new customers
- Report on performance and sales metrics for dashboards
General Responsibilities:
- Answering phone calls, and email inquiries to address customer questions and concerns.
- Provides order tracking information to customers and distributors
- Efficiently and accurately enters sales orders into SAP within the specified time frame
- Monitors open orders and ensure they ship in a timely manner
- Monitors open Sales Quotes for follow up and transition into a sales order
- Resolving customer issues, handling complaints, and providing product information.
- Assists accounting with freight invoices, returns, and credit memos.
- Maintaining up-to-date knowledge of products and services.
- Provides product pricing and shipping quotes to customers and distributors as defined by the company
- Organizes and maintains accurate electronic and hard copy records of customer’s history of transactions
- Continuous growth and development applicable to company and departmental goals
- Identifying opportunities to upsell or cross-sell products and services to existing customers.
Minimum Education, Experience and Skill Requirements:
- H.S. diploma, general education degree with related experience
- Has minimum 3 years of ERP experience
- Ability to manage multiple tasks, prioritize, and ensure data is entered accurately and efficiently
- Strong working knowledge of Microsoft Word, Excel, and Outlook
- Excellent written and verbal communication skills
Preferred Education, Experience and Skill Requirements:
- 5 – 10 years related or more experience
- Proficient use of SAP B1
- Experience with using a CRM
- Experience in sales transactions, lead management/ development, quoting and complete sales process
