Inside Sales and Customer Service

Cleveland, Ohio, United States

Posted on 03/22/2020


Position Details

Type:

Permanent

Industry:

Manufacturing & Dist / Automotive

Function:

Customer Support / Client Care

Job Level:

Experienced Professional (Non-Manager)

Education:

Associate's Degree

Salary:

$85,000-$95,000 + bonus

Reference ID:

OH-TECH-CS-10

If you are an experienced Inside Sales and Customer Service professional working with a technical product base in the industrial market and looking for an exciting and innovative company that offers a dynamic work environment with the corporate and plant locations on the same site, with a talented group of technical professionals, then we need to speak with you.

 

The role is a well balanced and challenging role responsible for traditional customer support, technical support, inside sales prospecting, working within the CRM to identify trends and items that need followed up on.  The Role will also be working with other departments to help with scheduling, expediting orders, working with scheduling, following up on quality issues and supply chain and order entry.  The individual will work directly with outside sales representatives to help grow existing accounts and create relationships with new customers and work closely with the operations team to ensure customer needs are met on a timely basis.

 

Description of Job Duties:

  • Own the customer experience-think and act in ways that put our customers first.
  • Develop knowledge of company products and their uses.
  • Direct outreach activities such as warm calls or sending emails to existing and prospective accounts.
  • Nurture & grow customer relationships.
  • Maintain detailed follow-up notes for prospects and appointments.
  • Perform sales analytics, forecast trends, competitive analysis in order to provide recommendations on how sales/marketing should proceed with current and prospective customers.
  • Communicate product and pricing information to customers.
  • Process customer orders, inquiries and requests for quotes accurately.
  • Communicate accurate information to customers regarding product specifications, pricing, and lead times.
  • Communicate and work closely with the operations team.
  • Regularly update the customer with current order status.
  • Make recommendations on products that best meet customer requirements.
  • Educate customers about product options, features, and specifications.
  • Offer alternatives to ensure customer needs are most appropriately met.
  •  Work with outside sales representatives as needed.
  • Works to standardize and improve processes to ensure customer satisfaction, quality and efficiency.
  • Sells additional services by recognizing opportunities to up-sell accounts; explaining advantages of different or new features.
  • Promotes and recommends company products and services based on a logical relationship to the customer's needs and interests.
  • Manage and qualify inbound inquiries to generate appointments so our team can respond to customers quickly and efficiently.
  • Participate in/complete product training.
  • Listen for sales cues to provide recommendations and convert calls into additional product and service upgrades.
  • Other duties as required.

 

Required Knowledge / Skills / Experience:

  • Must have 3-5 years of experience and practical knowledge in customer service and sales support required.
  • Bachelor’s degree or equivalent experience required.
  • Ability to work with, sell and promote a technical engineered solution required
  • Must have an entrepreneurial attitude – no job is too small, and no project is too big
  • Has strong listening skills and can uncover potential sales opportunities.
  • Familiarity with CRM and marketing/lead technologies or ability to learn new systems quickly required
  • Strong attention to detail.
  • Ability to think creatively and with innovation.
  • Experience making data driven decisions.
  • Excellent verbal and written communication skills.
  • Strong computer skills including Microsoft Office.
  • Strong organizational skills.
  • Comfortable working as part of a collaborative team.
  • Up to 10 – 20% travel potential. Primarily domestic, possible international.
  • This position will be based out of our Cleveland, Ohio facility.