Job Description

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

Essential Duties and Responsibilities:

• Answers calls 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 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 good working relationship with their key contacts.
• Responsible for follow-up on all aftermarket sales related issues, maintains 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 favorable 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 customer service or call center 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 MS AX is a strong plus or familiarity with other ERP systems.
• Strong technical aptitude.

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 telephone.

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