Customer Service Representative/Inside Sales Representative - 1

Overview

Daikin Comfort Technologies Distribution, Inc. is seeking a Customer Service Representative/Inside Sales Representative for their HVAC CSR/Inside Sales Representative position at their Philadelphia, PA branch. The role involves selling the organization's products and services to both new and existing customers, maintaining customer relationships, and meeting sales targets.

Responsibilities

• Help build sales by maintaining house accounts through active Dealer communication.
• 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; includes product/order information, sales, warranties, and returns.
• 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 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.
• Collaborate with the Branch Manager to determine the best methods to resolve problems to ensure 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.
• Maintain records and prepare reports on sales activities.
• Periodically reach out to customers to determine satisfaction with the organization, products, and services.
• Monitor competitive activity and trends within territory.
• 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 date and are working as an effective team to deliver the highest level of service possible.
• Absorb and follow work instructions, operating procedures, and company policies.
• Assist in the warehouse and operate a forklift as needed while doing so in a safe and efficient manner.

Qualifications

• 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, handling difficult customers with ability to diffuse negative situations.
• Developing rapport and effective listening skills.
• Professionalism – patience, poise, and tact and ability to deal with high volume customer traffic.
• Effective verbal and written skills – must be able to explain technical parts information clearly and able to communicate with customers and accurately input orders.
• Effective organizational skills and time management skills including ability to prioritize and multi-task.
• High level of attention to detail and accuracy and compliance oriented.
• Ability to establish positive working relationships with internal and external customers and employees.
• Ability to apply good judgement and strong work ethics and integrity on the job and results driven.
• 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.
• Experience 1-3 years of progressive sales experience.
• 2+ years of customer service experience.