JOB PURPOSE
Manages a high volume of phone calls; sells and services new and existing accounts; gathers information accurately from customers while treating them with the highest level of respect; provides customers with product information to assist them in purchasing decisions; recommends additional products or services to meet customer needs.
SUPERVISION/DIRECTION
This position receives direct supervision. For both one-of-a-kind and repetitive tasks the supervisor makes specific assignments that are accompanied by clear, detailed, and specific instructions.
ESSENTIAL FUNCTIONS
Essential Functions include the following. Other duties may be assigned.
Daily Sales Functions
Answers incoming sales calls for new and remanufactured parts. Gathers all information necessary for resolution of transactions.
Relays appropriate information to manager and supporting departments.
Assists counter customers, including providing information regarding products, billing, repair, collections and other types of inquiries.
Solicits and accepts orders by asking questions to determine customer requirements and expectations in order to recommend specific products and solutions.
Follows-up with customers in a timely manner after inquiries to close sales.
Checks open orders daily, researches orders not processed, and resolves any issues in a timely manner.
Upselling products by checking the sales catalog; suggesting related and new items. Proactively recommends items to increase customer satisfaction and improve transaction profitability.
Manages wrong/defective parts by initiating a return of the wrong part, crediting the customer for the returned part, identifying the part that is needed, and ordering it.
Manages online orders for parts by connecting with the customer, identifying the issue, refunding the incorrect part, and ordering the correct part.
Builds constructive relationships with customers and asks for referrals.
Interacts with customers to ensure they are highly satisfied with the service they received.
Conducts themselves as professionals in appearance, language, attitude, etc. in order to promote a favorable image of the Company.
Collaborates with the Assistant Sales Manager to establish sales goals and meets or exceeds the goals.
Generates profitable sales orders and relationships by asking questions to build rapport and assess needs, accurately reading the customer, and providing accurate information.
Daily Administrative Functions
Collects basic account information to facilitate setting up new customers, and updating existing customer information.
Enters orders into the computer system to include customer information, products, quantity, pricing, delivery date, and shipping information.
Maintains a daily sales log which includes lost sales, and completes a weekly sales report for the Assistant Sales Manager.
Runs credit card authorizations.
Accounting Support
Develops Sales Knowledge
Attends and participates in sales meetings.
Attends product seminars and sales training.
Develops an understanding of company software.
Other Duties
Complies with company Returned Goods Authorization (RGA) program.
Completes all required documentation promptly and in its entirety.
Submits additions and corrections to the Sales Manager to maintain the sales catalog.
Maintains a positive attitude and builds constructive relationships with co-workers.
Participates in inbound customer surveys, as requested.
Assists with special projects, as requested.
QUALIFICATIONS AND REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, competency, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge and Experience
High school diploma or equivalent; one to two years previous work experience with significant customer contact; or equivalent combination of education and experience.
Knowledge of customer service and experience with sales preferred.
Communication and Reading Skills
Excellent verbal communication skills with the ability to effectively present information and respond to questions from customers, co-workers, and management including the ability to give instructions, speak clearly, effectively, and professionally in positive or negative situations.
Ability to listen to others and get clarification to ensure understanding.
Ability to read and interpret documents such as policies, procedures, specifications, and routine business documentation.
Ability to write routine reports and business correspondence.
Exceptional telephone skills, including the ability to build rapport and to read the customer over the phone.
Cognitive Abilities: Reasoning, Problem Solving, Analysis
Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to make good decisions, including exhibiting sound and accurate judgment; supporting and explaining reasoning for decisions; including the appropriate people in decision-making process; making timely decisions; and identifying when issues should be referred to appropriate management.
Interpersonal Skills
Excellent customer service skills with the ability to interact in a positive and professional manner; the ability to develop and maintain strong working relationships with customers, co-workers, and management; the ability to respond promptly to customer needs and requests for service and assistance; and ability to meet commitments.
Exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team atmosphere.
Ability to manage conflict.
Ability to manage difficult or emotional customer situations; involve management before situation escalates; respond promptly to needs; and solicit feedback to improve service.
Ability to quickly develop a rapport with customers over the phone.
Self Management and Organization
Ability to take initiative, including asking for and offering help when needed; performs work independently without being prompted.
Ability to prioritize and plan work activities; use time efficiently and work within deadlines.
Strong attention to detail and focus on quality and accuracy.
Exhibits dependability, including following instructions; responding to management direction; and taking responsibility for own actions.
Ability to organize work, information and paperwork in a way that is efficient and easily accessible.
Ability to use resources efficiently and work effectively.
Ability to maintain confidentiality of customer and company cost information.
Technology and Tools
Basic experience with inventory software and office software products, to include word documents, spreadsheets, and email.
Ability to operate basic office equipment, including computer, printer, copier, scanner, multi-line phone system, and fax machine.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for long periods of time; make repetitive and precise hand and finger movements. Must be able to occasionally lift and move 50 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is usually well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. The noise level in the work environment is moderate to loud.
