Inside Sales/Customer Service - HVAC/Plumbing

About the role

This position is responsible for interacting with customers to provide information in response to inquiries about products and/or services and to address and resolve customer issues. Inside Sales Representatives also enter and release orders obtained via phone, fax, e-mail and Outside Sales. Additionally, this position also assists in less technical product and system troubleshooting and replacement parts identification.

Responsibilities

• Confer with customers by telephone, fax or email to provide pricing, availability and technical information about products and/or services.
• Take, enter, change, expedite and cancel customer orders as required.
• Work with engineers to ensure approval of submittals before final release of projects. Once approved, release jobs for order in our enterprise software.
• Create and process quotes using manufacturers and suppliers software/ecommerce sites as necessary.
• Work with customers and Purchasing Agent to process non-warranty return material requests.
• Process A/R debit and credit memo requests to resolve billing issues.
• Work with sales, purchasing, service department, warehouse, suppliers and customers as necessary to ensure resolution of customer concerns or issues.
• Record in CRM system details of customer interactions or transactions, quotes, inquiries, complaints, or comments, as well as actions taken.
• Build and maintain relationships with manufacturers, suppliers, engineers, contractors, end users and wholesalers.
• Monitor open order reports available in ERP to ensure timely closure of customer orders.
• Perform other related duties as assigned by management.

Qualifications

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Associate's Degree (AA) or equivalent from a two-year college or technical school, or six months to one year related experience and/or training, or equivalent combination of education and experience is preferred.

Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality required.
• Proficiency utilizing Enterprise software preferred (Prophet 21 by Epicor). Training can be provided.
• Excellent customer service skills with a strong desire to go above and beyond to exceed customer expectations.
• Strong mechanical aptitude and understanding of the systems and equipment technicians are working on.

Benefits

• Medical (HMO, HSA & PPO options)
• Dental
• Vision
• Generous Profit Sharing and 401k Program
• Short Term & Long Term Disability
• Employee Assistance Program
• Employee Discounts through ADP LifeMart/LifeCare
• Paid Time Off