The Customer Service/Inside Sales Representative’s primary role is to support the Sales Department through direct interaction with customers by handling incoming calls, quotation requests and orders via phone, fax, and e-mail. Customer service duties include entering quotations and orders in the system, informing customers of back-orders and other relevant information, and providing data and submittals regarding the product.
Provides support, order processing, back-order information, and other relevant information to customers.
Answers customer questions, resolves customer concerns, and directs customers to co-workers who can provide further support.
Duties and Responsibilities
Receives, reviews, and enters customer orders.
Facilitates resolution of inquiries and customer concerns related to the order delivery process.
Responsible for building and maintaining relationships with an established base of accounts through excellent customer service.
Handles inquiries about status, shipping, and standard pricing of products and/or services for all customers.
Supports order tracking, price quoting, and scheduling.
Responds to complaints and disputes within a reasonable limit of authority, and recognizes when to escalate customer service issues to the supervisor.
Supports customers with referrals to the appropriate specialist for technical support and/or problem resolution when appropriate.
Presents product promotions to customers to increase sales and customer awareness of products and services.
Uses the computer system to provide information on pricing, availability, and alternate product selection to complete transactions.
Resolves pricing situations encountered during customer transactions using current sales policies.
Works effectively with others in a team-based environment to accomplish organizational goals and to identify and resolve problems.
Works with outside sales on pricing, problem solving, and projects.
Other duties as assigned.
4-year college degree or equivalent
- Minimum 2 years experience in B2B-related field