Summary
Interacts with customers and Account Executives in an administrative and sales support capacity and builds lasting relationships with customers by performing the following duties
Job Type: Full-time
- Works directly with Account Executives to provide concierge-level support to customers.
- Builds relationships with customers through phone calls, video calls, and emails and records information in customer relationship management software.
- Receives RFQs from customers and Account Executives, forwards to Quoting for pricing, and returns completed quote to customer in a timely manner.
- Serves as a point of contact for assigned customers by responding to inquiries such as status of orders, expedites, products, lead times, sending and receiving quotes and purchase orders.
- Ensures information, such as revision, part number, quantity and lead time are quoted accurately before returning quote to customer for legacy customers and prospects that don’t pass the sales filter.
- Works to onboard new customers including ensuring completion of new customer form, customer folder, and sending credit information to Accounting.
- Ensures all pertinent order information is documented on the customer purchase order and email and provides all relevant information to Operations for processing.
- Schedules First Order Follow-ups with new customers for Account Executives.
- Answers telephone calls from leads and prospects who have been solicited through internet marketing and other lead sources.
- Helps to secure payment for Accounting for pre-paid customers.
- Submits customer reports of defects or other quality issues or concerns to Operations.
- Executes non-disclosure agreements with customers and potential customers, as needed.
- Completes and submits supplier surveys as requested by customers and potential customers.
- Updates and maintains various Customer Concierge and sales support resources and reference documents, as needed.
- Updates customer relationship software daily with quote and order information.
- Provides customers with technical support with the assistance of the Operations Division.
- Checks to ensure that appropriate actions have been taken to resolve customer issues.
- Helps to train new team members, as needed.
- Obtains information about customer businesses through online research.
- Maintains and references information for each customer’s preferences.
- Completes sales support projects as assigned.
- Performs other related job duties as assigned.
Supervisory Responsibilities
This position does not have any supervisory responsibilities.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Skills
In order to successfully accomplish the essential duties of this position, an individual must have basic language skills.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one and small group situations, to customers, clients, and other team members.
Mathematical Skills
In order to successfully accomplish the essential duties of this position, an individual must have basic mathematical skills.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent, and to draw and interpret graphs.
Reasoning Ability
In order to successfully accomplish the essential duties of this position, an individual must have intermediate reasoning ability.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills
To perform this job successfully, an individual should have knowledge of word processing software, spreadsheet software, internet software, email software, contact management systems and customer relationship management software.
Education & Experience Requirements
The minimum level of education and/or experience required to satisfactorily perform this position is a High school diploma/GED and at least one year of related experience.
Equipment
An individual in this position uses standard office equipment such as a multi-line telephone, computer, printer, calculator, and copy and fax machine.
Knowledge, Skills, & Abilities
- Attention to detail
- Time management
- Professionalism
- Customer relations
- Active listening
- Organization
- Inductive reasoning
- Deductive reasoning
- Cooperation
- Oral and written communication
- Problem solving
- Service orientation
- Negotiation
- Interpersonal skills
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to sit, use hands, and talk and hear regularly. Individuals may be required to stand, walk, and reach with hands and arms occasionally. This position may require an individual to lift or move 30 pounds occasionally. These physical and sensory functions required to complete the essential functions of the positions must be able to be executed with or without a reasonable accommodation.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
