Inside Sales Representative

3 months ago

East Moline, United States BORNQUIST INC Full time
Job DescriptionJob Description

Position summary:

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.

Duties and Responsibilities:

  • Confers with customers by telephone, fax or email to provide pricing, availability and technical information about products and/or services.
  • Takes, enters, changes, expedites and cancels customer orders as required.
  • Works with engineers to ensure approval of submittals before final release of projects. Once approved, release jobs for order in our enterprise software.
  • Follows up to learn who was awarded the job, once jobs are bid. Notifies salesman responsible for the awarded contractor/wholesaler.
  • Creates and processes quotes using manufacturer’s and supplier’s software/ecommerce sites as necessary.
  • Works with customers and Purchasing Agent to process non-warranty return material requests.
  • Processes A/R debit and credit memo requests to resolve billing issues.
  • Works with sales, purchasing, service department, warehouse, suppliers and customers as necessary to ensure resolution of customer concerns or issues.
  • Records in CRM system details of customer interactions or transactions, quotes, inquiries, complaints, or comments, as well as actions taken.
  • Builds and maintains relationships with manufacturers, suppliers, engineers, contractors, end users and wholesalers.
  • Performs 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. Associates Degree in Technical field preferred.
  • Computer skills required:
  • 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.
  • Other skills required:
  • 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 and the tools they use.
  • Talking to others to convey information effectively.
  • Resolving conflicts, hiring, developing and motivating employees.
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • The ability to accurately assess customer needs, meeting quality standards for services and evaluation of customer satisfaction.
Competencies:
  • Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Physical Demands and Work Environment:
  • Frequently required to stand, walk, and sit.
  • Continually required to utilize hand and finger dexterity.
  • Occasionally required to climb, balance, bend, stoop, or kneel.
  • Continually required to talk or hear.
  • Continually utilize visual acuity to read technical information and use a keyboard.
  • Occasionally required to lift/push/carry items less than 25 pounds.
  • Specific vision abilities required by this job include: close vision; distance vision; depth perception and ability to adjust focus.

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