Customer Service/ Inside Sales

2 days ago

Richardson, United States Vingcard Full time

Aftermarket Sales Agents create quotes and process sales orders via inbound and proactive telephone calls, emails, store, and faxes.

Essential Duties and Responsibilities:

  • Answers call in a high-volume call center assisting with quotes, converting orders, and addressing any customer service issues from a diverse end-user community.
  • Assist with email inbox directed to the department.
  • Properly enters customer information, document, and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
  • Makes proactive telephone calls to assigned customer base to promote AMS Specials and Promotions.
  • Recruits customers to our eStore, educates them on benefits and promotes eStore Specials.
  • Creates case logs in CRM to log calls and document customer activity.
  • Monitors customer procurement portals on a daily basis and maintains a good working relationship with their key contacts.
  • Responsible for follow-up on all aftermarket sales-related issues, maintain quality assurance of customer tickets or call logs, monitors order status and backlogs for delayed orders.
  • Escalates calls to appropriate departments and senior management as needed.
  • Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
  • Assumes and performs other duties and responsibilities not specifically outlined herein.
  • Projects a favourable image over the phone and face-to-face when interfacing with the internal and external community.

Skill Requirements and Performance Criteria:

  • Excellent phone and interpersonal skills with customers, peers, and management.
  • Must be comfortable and prepared to work in an inbound call queue that averages 150 inbound calls per day.
  • Must be detail-oriented, possess the ability to multitask, be able to organize and prioritize tasks and follow through on commitments.
  • Adaptable to change.

Education and/or Work Experience Requirements:

  • 3 to 5 years of customer service or call centre experience in a fast-paced environment.
  • Working knowledge of the hospitality industry is a plus.
  • High School graduate or equivalent.
  • Some college-level course work up to a 4-year degree is desired.

Software and Technical Skills:

  • Experience with MS Office - Suite, Windows Vista, Window 2003 Server and Windows XP.
  • Network knowledge preferred.
  • Knowledge of Navision is a strong plus or familiarity with other ERP systems.

Physical Requirements:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
  • Must be able to talk, listen and speak clearly on the telephone.

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