CUSTOMER SERVICE/COUNTER SALES REPRESENTATIVE

Daikin Comfort Technologies Distribution, Inc. is seeking a professional, skilled Customer Service/Inside Sales Representative for our Branch Operations group at our Clearwater, FL branch.

About the role

The CSR/ISR sells the organization’s products and services to prospective and established customers. Whether at the counter, on the phone, or through email or fax, the CSR handles customers’ needs by finding out what they need, answering questions, creating solutions, and ensuring a smooth and quick sales process.

Benefits

• Benefits are effective on day one for all full-time direct hires
• Training programs are available to help guide team members and develop new skills
• Growth opportunities – there is immense potential to grow your career
• You will be part of a global company – our family brands are backed by Daikin Industries, Ltd.

Responsibilities

• Help the branch build its sales, including new business, by maintaining house accounts through active dealer communication of new product launches, services, supplies, prices, and sales or discounts via outbound calls and in-house counter discussions.
• Conduct outbound calls for 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 – ensure accuracy of information to guarantee correct items are ordered.
• Recommend alternate products based on cost, availability, or specifications as needed.
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed. Coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
• 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 as required. Replenish the showroom stock as needed.
• Assist customers with warranties and returns.
• Collaborate with the Branch Manager to determine the best methods to resolve problems, ensuring customer satisfaction and adherence to the organization’s policies. Coordinate problem resolution with appropriate departments.
• Daily processing of cash drawer, end-of-shift count of money, prepare deposit slip, and place in safe.
• Periodically reach out to customers to determine satisfaction with the organization, 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 keep current with the latest trends within the industry.
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and working as an effective team to deliver the highest level of service.
• Understand and follow work instructions, operating procedures, and company policies.
• May travel to customer locations to follow up, make presentations, or perform demonstrations.
• Assist in the warehouse as needed, including inventory counts and movement of product, including operating a forklift.
• Perform additional tasks as assigned.

Requirements

• 1-3+ years of progressive sales or customer service experience
• 1-3+ years 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
• General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of database applications
• Effective and high-quality customer service/relationship management skills via walk-ins, phone, and email
• Positive, professional attitude; ability to handle difficult customers and diffuse negative situations
• Developing rapport and effective listening skills
• Phone etiquette and email etiquette
• Professionalism – patience, poise, and tact
• Ability to deal with high-volume customer traffic
• Effective verbal skills – must be able to explain fairly technical parts information clearly
• Written skills – must be able to effectively and timely communicate via email with customers and accurately input orders
• Effective organizational skills and time management, including the ability to prioritize and multi-task
• High level of attention to detail and accuracy
• Ability to establish positive working relationships with internal and external customers and employees
• Ability to use good judgment and strong work ethics and integrity on the job
• Ability to assist in the warehouse and operate a forklift as needed while doing so in a safe and efficient manner
• Ability to understand and follow procedures, work instructions, and company policies

Physical Requirements

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