Inside Sales Representative

Classification: Non-Exempt

Date Approved/Revised: March 10, 2024

Summary

This position is responsible for customer-initiated calls seeking company-supplied products. Customer requests are researched and matched against available inventory to create sales as well as outsourcing products from vendors for non-stocked items requested to meet customer needs, eventually leading to closing sales and meeting monthly targets.

Essential Duties and Responsibilities

Employee must be able to perform these essential functions of the position satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

• Handles inbound customer requests for pricing and availability.
• Acknowledges and responds to all customer emails within 30-minute to 1-hour timeframe.
• Enters quotes and invoices into the company’s invoicing system.
• Prepares and supplies customers with freight quotes and invoices.
• Locates alternative products that are not in stock from approved vendors.
• Takes ownership of issues that arise and keeps the customer informed of the status of resolution.
• Logs all interactions with the customers, via email, text, phone or in person.
• Ensures client notes are accurate and contain details to provide proper follow up.
• Ensures timely follow-ups on open end user quotes, super end user quotes and other assigned quotes.
• Maintains accurate records of all client follow-up activities.
• Reviews and monitors dormant customers, follows up when necessary.
• Manages quotes, quote follow up and customer service to build a repeat customer base Develops and manages relationships with key accounts, including quote follow up Acknowledges and responds to web and email submitted quote requests.
• Provides consistent, superior customer service; ensures all customer needs are identified and addressed; maintains a high level of customer satisfaction at all times.
• Builds sustainable relationships and trust with customers through open and interactive communication to encourage repeat business.
• Provides input to assist in keeping price lists and catalogs updated.
• Makes outbound calls to previous customers to generate new leads.
• Performs all other duties as assigned.
• Complies with the requirements of the company’s ISO 9001 Quality Management System (when required).

Supervisory Responsibilities

• This position does not have supervisory responsibilities.

Physical Requirements

• Ability to climb, bend and kneel on an occasional basis.
• Prolonged periods of sitting and standing.
• Regular visual effort: concentrated reading of documentation or close viewing of computer displays.
• Able to push, pull and lift up to 10lbs. on an occasional basis.
• This position is not exposed to any hazardous substances.

Competencies necessary to perform this job

• Time Management - Effective time management skills to independently complete tasks with minimal disruption to company users.
• Organization – Ability to prioritize multiple tasks and maintain a smooth work flow.
• Teamwork – Ability to work closely with a variety of employees while maintaining a positive attitude.
• Problem Solving – Identify and resolve problems in a timely manner.
• Communication – Speak clearly and persuasively in positive or negative situations. Ability to ask detailed questions to comprehend requests.
• Safety and Security – Follow safety policies/plans created by the company; utilize tools and equipment in a safe and proper manner.
• Customer Service – Handle customer needs in a timely and respectful manner.
• Multi-Tasking – Ability to prioritize multiple tasks to help keep the Counter Sales staff working smoothly and efficiently.
• Professionalism – Maintain a neat appearance and speak professionally with customers and…