Job Purpose
Manage a high volume of inbound and outbound customer interactions while selling and servicing new and existing accounts. This role gathers information accurately, treats customers with the highest level of respect, recommends the right parts and solutions, and pursues growth opportunities through consultative selling and dependable follow-up.
Our Foundation: How We Show Up
At Abilene Machine, this role is more than completing tasks - it is about living our Core Values every day:
- Integrity - Do the right thing, every time, especially when no one is watching.
- Driven - Pursue growth relentlessly, always pushing for better results and improvement.
- Team First - Put the success of the team and company above individual wins.
- Coachable - Be open to feedback, committed to learning, and focused on development.
- Humble & Confident - Lead with confidence in your abilities while staying grounded and respectful.
Tagline: Honest. Personal. Service.
This position is responsible for delivering Honest. Personal. Service. on every call while helping Abilene Machine achieve a 12.5% growth mentality through accurate order handling, disciplined follow-up, outbound activity, customer relationship building, and teamwork across departments.
Essential Functions
Essential Functions include the following. Other duties may be assigned.
How this Role Lives Our Values
- Integrity: Provide accurate product, pricing, availability, and order information; document customer activity honestly in CRM, BC, and lost-sales tools.
- Driven: Actively pursues 12.5% growth through disciplined execution, follow-up, teamwork, and continuous improvement.
- Team First: Partner with Inside Sales, Outside Sales, Warehouse, Purchasing, Accounting, and Customer Service to solve customer needs.
- Coachable: Apply sales coaching, call feedback, product training, and process updates quickly.
- Humble & Confident: Build rapport, ask good questions, read the customer, and recommend solutions with professionalism and respect.
Key Responsibilities
Daily Sales Functions
- Answer incoming calls for new, remanufactured, and used parts; gather all information needed to resolve the transaction.
- Assist counter customers with product, billing, repair, collection, and general inquiries.
- Solicit and accept orders by asking questions to understand customer requirements and recommend specific products and solutions.
- Average a minimum of $200,000 in sales per month, with performance expectations aligned to a 12.5% annual growth mentality.
- Participate in outbound calling programs, including promotions, new product launches, upselling current orders, and developing customer relationships.
- Follow up with customers in a timely manner after inquiries to close sales and strengthen trust.
- Check open orders daily, research orders not processed, and resolve issues in a timely manner.
- Log all customer activity in the appropriate systems, including CRM, BC, and lost sales.
- Manage wrong or defective parts by initiating returns, identifying the correct part, and supporting the replacement process.
- Collaborate with Outside Sales Representatives to grow assigned territories and wholesale accounts.
- Research prospective customers, identify decision makers, gather buying information, and build relationships.
- Ask for referrals and identify growth potential through inbound and outbound conversations.
- Represent the company professionally in appearance, language, tone, and attitude.
- Participate in company trade show activity when assigned and follow up on qualified leads.
Administrative and Account Support
- Collect and update customer account information, including new customer setup.
- Enter orders with complete customer, product, quantity, pricing, delivery, and shipping information.
- Maintain daily sales logs, lost-sales entries, and weekly sales reporting as directed.
- Run credit card authorizations and support account paperwork as needed.
- Support collection of past-due accounts and CODs.
- Assist with customer account discrepancies.
Develops Sales Knowledge
- Attend and participate in sales meetings, product seminars, and sales training.
- Develop knowledge of company software, business systems, CRM, inventory tools, and sales processes.
- Identify product-line expansion opportunities from customer conversations and lost-sales patterns.
- Develop deeper expertise in assigned product lines to improve customer confidence and order accuracy.
Other Duties
- Follow the company Returned Goods Authorization program.
- Complete documentation promptly and in full.
- Submit catalog additions and corrections to the appropriate leader.
- Build constructive relationships with co-workers and maintain a positive team-first attitude.
- Participate in customer surveys and special projects as requested.
Performance Expectations
- Average a minimum of $200,000 in sales per month / $2,400,000 yearly, with activity aligned to 12.5% growth expectations.
- Maintain 99% order accuracy.
- Complete lost-sales entries daily, averaging 3 per day worked.
- Maintain phone availability at a minimum of 75%.
- Complete CRM tasks and customer documentation accurately.
- Support safety initiatives and company procedures.
Qualifications
- High school diploma or equivalent; three to five years of previous customer-contact experience preferred, including at least two years of sales experience, or equivalent combination of education and experience.
- Effective sales skills, including prospecting, negotiating, closing, asking for the sale, and developing leads.
- Excellent verbal communication, listening, telephone, and relationship-building skills.
- Ability to read and interpret policies, procedures, specifications, and routine business documentation.
- Ability to make sound decisions, solve practical problems, prioritize work, and know when to involve management.
- Strong attention to detail, quality, accuracy, confidentiality, and follow-through.
- Intermediate experience with inventory software, CRM/business systems, word documents, spreadsheets, email, and standard office equipment.
- Able to perform the physical demands of the role, including regular computer and phone work, movement within the office, and occasional lifting as required.
- Able to work in a fast-paced office environment with frequent interruptions while maintaining professionalism, accuracy, and a positive attitude.
ACKNOWLEDGEMENT
This job description was reviewed with me. I understand management may change this job description with or without notice at any time. I understand if I have any questions regarding my job duties or performance expectations that I should ask my immediate supervisor. I further understand this job description does not alter my employment at-will status, nor does it imply any guarantee of continued employment.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow other job-related instructions and perform other job-related duties requested by their supervisor.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
