Customer Service/Inside Sales Representative

Position Responsibilities

Help the Division deliver on its sales including the new business component by helping to maintain accounts through active communication of new product launches, services, supplies and new products sales and or discounts via outbound calls.

Provide excellent customer service via face to face, phone calls and e-mails.

Execute all aspects of the sales function including order processing, purchase orders, payment processing, quotes and delivery dates - ensure accuracy of information being entered to guarantee the correct item(s) 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.

Cook up with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies.

Collaborate 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 in order to improve sales and customer satisfaction.

Provide accurate information regarding availability of in-stock items.

Aid customers with warranties and returns.

Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies.

Cook up with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies.

Coordinate problem resolution with appropriate departments.

Periodically reach out to customers to determine satisfaction with the organization, products, and services.

Maintain records and prepare reports on sales activities.

Expand knowledge of HVAC products and keep current with 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 are working as an effective team to deliver the highest level of service possible.

Knowledge & Skills

• Knowledge of HVAC equipment/products is preferred
• General Microsoft Office skills (Outlook, Excel, Word)
• Working knowledge of data base applications
• Effective and high-quality Customer Service/Relationship management skills via walk-ins, phone, and email
• Positive, professional attitude, handling difficult customers with ability to diffuse negative situations
• Good phone etiquette and e-mail etiquette
• Ability to deal with high-volume customer traffic
• Effective verbal skills – must be able to explain fairly technical parts of information clearly
• Written skills – must be able to effectively & timely communicate via e-mail with customers & accurately input orders
• Adequate organizational skills and time management skills including ability to prioritize and multi-task
• Adequate attention to detail and accuracy
• Ability to establish positive working relationships with internal and external customers and employees
• Understand and follow work instructions, operating procedures, and company policies
• Participate in additional projects/activities to support ongoing business needs

Nature & Scope

Works within well-defined instructions
Uses established procedures and works under supervision to perform assigned tasks
Works closely with Branch Manager / Supervisor, Customer Service