CSR INSIDE SALES 3

About the role

Stevens Equipment Supply, a member of Daikin Industries Inc., is a wholesale distributor of HVAC equipment, parts, and supplies. The Customer Service/Inside Sales Representative supports branch operations by selling products and services to prospective and established customers through counter interactions, phone calls, emails, and faxes. This role focuses on addressing customer needs, creating solutions, and ensuring a smooth sales process.

Responsibilities

• Help the branch build sales, including new business, by maintaining house accounts through active communication of new product launches, services, supplies, prices, and promotions via outbound calls and in-person discussions.
• Conduct outbound calls to existing and lost customer accounts.
• Maintain sales programs within assigned territory by keeping customers informed about available services, supplies, prices, and new products.
• Provide excellent customer service via walk-ins, phone calls, and emails.
• Execute all aspects of the sales function, including order processing, purchase orders, payment processing, quotes, and delivery dates, ensuring accuracy of information.
• Recommend alternate products based on cost, availability, or specifications.
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed; coordinate with manufacturing, sales, distribution, and vendors.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Educate customers about product terminology, features, and benefits to improve sales and customer satisfaction.
• Provide accurate information regarding availability of in-stock items; conduct cycle counts and replenish showroom stock as needed.
• Assist customers with warranties and returns.
• Collaborate with the Branch Manager to resolve problems while ensuring customer satisfaction and adherence to organizational policies.
• Process daily cash drawer, perform end-of-shift money counts, prepare deposit slips, and secure funds.
• Periodically reach out to customers to gauge satisfaction with products and services.
• Monitor competitive activity and trends within the territory.
• Maintain records and prepare reports on sales activities.
• Expand knowledge of HVAC products and stay current with industry trends.
• Work positively with all levels of management and peers to ensure effective teamwork and high service levels.
• Understand and follow work instructions, operating procedures, and company policies.
• Travel to customer locations for follow-ups, presentations, or demonstrations as needed.
• Assist in the warehouse, including inventory counts, product movement, and forklift operation.
• Perform additional tasks as assigned.

Requirements

• 5+ years of progressive sales and customer service experience preferred.
• 5+ years of experience in the HVAC industry preferred.
• High School diploma or GED equivalent; some college preferred.
• HVAC certification preferred.

Skills

• Knowledge of HVAC equipment/products is preferred.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and database applications.
• Strong customer service and relationship management skills via walk-ins, phone, and email.
• Positive, professional attitude with the ability to handle difficult customers and diffuse negative situations.
• Effective rapport-building and listening skills.
• Strong phone and email etiquette.
• Professionalism, patience, poise, and tact.
• Ability to manage high-volume customer traffic.
• Clear verbal communication skills, including explaining technical parts information.
• Strong written communication skills for timely and accurate email correspondence and order input.
• Effective organizational and time management skills, including prioritization and multitasking.
• High attention to detail and accuracy.
• Ability to establish positive working relationships with internal and external customers and employees.
• Good judgment, strong work ethic, and integrity.
• Ability to assist in the warehouse and operate a forklift safely and efficiently.
• Ability to understand and follow procedures, work instructions, and company policies.

Benefits

• Benefits effective on day one for all full-time direct hires.
• Training programs to guide team members and develop new skills.
• Growth opportunities within a global company backed by Daikin Industries, Ltd.
• Comprehensive benefits package, including healthcare and dental insurance, life and long-term disability insurance, and 401K.
• Various types of paid time off.

Pay

Pay rate range is $20.00 - $26.00 per hour based on experience.

Physical Requirements / Work Environment

Must be able to perform essential responsibilities with or without reasonable accommodations.