Customer Service Representative/Inside Sales 1

Thermal Supply Inc. is a Daikin Comfort Technology Company operating in the Pacific Northwest. Our highly skilled and knowledgeable staff is dedicated to bringing you the industry’s best products. We have 23 locations throughout the Pacific Northwest spanning Alaska, Idaho, Montana, Oregon, and Washington. Thermal Supply Inc. is a wholesaler of refrigeration, heating, air conditioning equipment, parts, and supplies.

About the role

The CSR/Inside Sales Representative sells the organization’s products and services to prospective and established customers. Whether face-to-face, 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. Must be knowledgeable of the organization’s policies, procedures, practices, products, and services. The CSR/Inside Sales Representative collaborates with the Regional Manager or Branch Manager to help drive territory coverage and maintain positive dealer relationships.

Responsibilities

• Help the Division deliver on its sales—including the new business component—by maintaining accounts through active communication of new product launches, services, supplies, and new product sales or discounts via outbound calls.
• Provide excellent customer service via face-to-face interactions, 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.
• 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 organizational 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 the latest 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.
• Participate in additional projects or activities to support ongoing business needs.

Requirements

• 1–3 years of progressive sales experience.
• High school diploma or GED equivalent; some college preferred.
• 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 with the ability to handle difficult customers and diffuse negative situations.
• Good phone and email etiquette.
• Ability to manage high-volume customer traffic.
• Effective verbal skills—must be able to explain technical information clearly.
• Strong written skills—must be able to communicate effectively and timely via email and accurately input orders.
• Effective organizational and time management skills, including the ability to prioritize and multitask.
• 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, strong work ethics, and integrity on the job.
• 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 available to help guide team members and develop new skills.
• Growth opportunities—immense potential to grow your career.
• Part of a global company—backed by Daikin Industries, Ltd., an organization with over 60,000 employees worldwide.

Pay

$20.00–$23.00 per hour.

Work Environment

• Works within well-defined instructions and established procedures under close supervision.
• Must be able to perform essential responsibilities with or without reasonable accommodations.