Inbound Call Admin

About M&D

M&D has been leading the aftermarket in remanufacturing innovation since 1938, focusing on addressing technological advancements and evolving customer needs. Over the past few decades, M&D has expanded its offerings to include exclusive partnerships with leading OEMs and manufacturers such as Bosch, Garrett, Federal Mogul, Cummins, Stanadyne, Holset, BorgWarner, Delphi, Yanmar, Mitsubishi, and Denso. These partnerships have enabled M&D to offer new, no-core options in various diesel engine components, including fuel injectors, fuel pumps, cylinder heads, blocks, crankshafts, connecting rods, turbos, inframe overhaul kits, and aftertreatment parts.

Position Summary

As an Inbound Call Administrator, you will support M&D's success by following established systems and providing exceptional customer service. You will handle inbound calls professionally, adhere to procedures to maintain smooth operations, and have opportunities for growth within the sales department. If you are detail-oriented, eager to learn, and thrive in a dynamic environment, we would welcome your application.

Essential Duties and Responsibilities

• Create Netsuite Prospects for new inbound call customers
• Begin creating Estimates for the sales team to process
• Answer phones
• Check email
• Affirm Customer Records are accurate
• Assist with customer questions
• Provide excellent customer service
• Willingness to learn and grow within the company
• Meet or exceed key performance indicators
• Work the 5p - 6p shifts in rotation with other upper level sales staff
• Transfer calls to a Tech or the parts department based on customer needs
• Follow the HHP system and report any problems to management immediately

Requirements

• Minimum Qualifications (Knowledge, Skills, and Abilities):
  • Knowledge of Microsoft Office programs
  • Knowledge of typing, grammar, and basic written/verbal communication skills
  • Knowledge of basic customer service principles

Key Competencies and Standards

• Attention to detail and accuracy
• Organizational skills
• Information management
• Problem analysis and problem solving skills
• Teamwork
• Adaptability
• Persuasiveness
• Competitive
• Stress tolerance
• Goal driven
• Eager to learn

Physical Demands and Work Environment

• Prolonged periods of sitting
• Office environment
• Perform work at a workstation by Computer and Telephone
• Cubicle environment with exposure to noise throughout the shift
• Typing and entering data
• Inbound and Outbound Calling
• Ability to lift up to 15 pounds

Equal Employment Opportunity

M&D provides equal employment opportunity to all qualified applicants and employees without regard to race, color, sex, religion, national origin, age, sexual orientation, gender identity, marital status, familial status, disability, military status, and genetic information.

Job Posting Details

This job posting does not state or imply that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by their leader.