Inside Sales & Customer Service Representative

Summary:

Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, customer supply chain & forecasting support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.

Essential Duties and Responsibilities Includes the following:

Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting

Identify and assess customers’ needs to achieve satisfaction

Strong verbal, written communication and presentation skills

Operate as the lead point of contact for all matters specific to your customers and outside Sales Reps and Manufacturing Reps Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Pricing administration activities to include but not limited to price book data entry, price monitoring, pricing updates, tiered level pricing by segment, reporting

Work with Procurement and Engineering as needed on requotes

Manage Customer Supply Chain Management, stocking requirements & forecasting reviews

Assist Engineering to maintain current drawing specifications on file, item description management

Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required

Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.

Actively reach out to customer base, setting goals for targeted contact schedules and outbound calling campaigns

Manage specific account sales activities and customer concerns, engage as needed where Regional Sales Representative is not assigned

Lead contact on designated C & D accounts

Qualification Requirements:

Education and/or

Experience:

College education (associate’s degree, Bachelors preferred) recommended but not required2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries

Supply Chain Management, forecasting, stocking program experience preferred

Strong written and verbal communication skills

Track record of over-achieving quota and excellent teamwork skillsMS Office & Mathematical

Skills:

Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred

Experience using Excel preferred

Basic math and writing/grammatical skills and capabilities

Reasoning Ability:

Customer orientation and ability to adapt/respond to different types of characters

Flexible, patient, empathetic to customer issues and situations

Strong capability in reasoning and managing customer issues, and thinking through opportunities to upsell and cross-sell Hynes products and services that are the best fit for both the customer and Hynes

Physical Requirements:

Office environment, and may require extended periods of sitting, computer entry and phone call management

Work Environment:

Ability to work in a fast-paced environment while multi-tasking and keeping a positive attitude

Additional Skills/or Abilities:

Strong phone contact handling skills and active listening

Familiarity with CRM and ERP systems and practice

Ability to multi-task, prioritize and manage time efficiently

Effectively think outside…