Sales And Customer Support Representative

Sales and Customer Support Representative

Fulfill internal and external customer needs as a Sales and Customer Support Representative through a high volume of complex phone calls (averaging 25 - 40 calls a day), while also handling electronic requests (averaging 10 - 20 e-mail tasks weekly). The Sales and Customer Support Representative provides unscripted, customized professional service with the expectation that the Representative has sole ownership over the resolution within a 24-hour window. Schedule alternates between 8:00 AM EST - 4:30 PM EST, 8:30 AM EST - 5:00 PM EST, and 9:30 AM EST - 6:00 PM EST depending on business needs Monday through Friday.

Essential Functions & Responsibilities:

• Support the sales force to resolve complex situations
• Problem solves delivery issues, probe and fact find for key elements, and track orders to delivery
• Process phone orders (40 - 50 orders daily) and electronic orders (10 - 15 orders weekly)
• Responsible for all account maintenance (inclusive, but not limited to account contact information, account tracking, pricing requests, etc.)
• Read and decipher notes in order entry
• Follow the escalation procedure for outstanding tasks
• Control the phone calls (direction, pace, tone)
• Diffuse irate callers
• Review customer Purchase Orders (PO) for order entry when necessary
• Accurately place text-based, customer PO, and e-mail chain orders
• Champion problem solving to improve errors made by team and self. Drive to root cause and implement sustainable countermeasures.
• High level of multitasking and prioritizing complex tasks
• Discern commission decisions at order entry and take action as necessary
• Communicate with vendors to obtain order status and product information
• Determine freight charge routing and allocation to properly apply freight charges to customers
• Interpret customer purchase orders to identify long-term contracts and sales agreements
• Establish connection for sales agreements and enforce maximum purchasing amount

Supplemental Responsibilities:

• Develop and share best practices with team
• Understand and adapt to changes in processes and procedures.
• Ability to understand lean manufacturing metrics as they relate to daily performance measures
• Additional duties as assigned
• Other duties as assigned

Other Information:

• Comprehensive 60-day training program
• Cross training in other areas within the department
• 18-24 months' commitment to Corporate Services
• Development opportunities for company growth if so desired

Knowledge & Skills:

• Technical, analytical skills and business knowledge
• Communication and interpersonal skills; teamwork and leadership
• Organizational skills; self-management
• Critical thinking and attention to detail
• Ability to handle a fast-paced environment
• Clear phone diction
• Professional phone and email etiquette
• Consistently communicate with supervisor and team regarding status of daily workload
• Positive attitude during stressful situations and ability to handle multiple interruptions
• Ability to build rapport and relationships with customers
• Confident interaction with other departments and senior leadership
• Open to change and learning

Education & Experience:

• High School Diploma or GED required.
• Associate degree or bachelor's degree preferred.
• 3-5 years of business and/or customer contact center experience preferred.
• Spanish verbal and written skills a plus, but not required.

Physical Demands:

• Constantly required to sit and occasionally required to walk, stand, climb (includes stairs), balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell.
• Constantly using hands and fingers to handle, feel or operate objects, and computer keyboards.
• Routinely required to reach with hands and arms, squat, turn/twist, or reach, lift, carry, push, or pull up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions & Environment:

• Consists of an indoor work office environment with good ventilation, adequate lighting, and low noise levels.

At Will Statement:

Employment with the company is on an at-will basis, which means that either the employee or the company can terminate the employment relationship at any time and for any reason (or no reason), with or without notice, unless the employee and the company have entered a written agreement signed by the employee and a duly authorized representative of the company.

Equal Opportunity:

The company is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any characteristic protected by law.