Copy Of Inside Sales Representative - Based in Chelsea, MA

Inside Sales Representative

About Baldor

Since our beginnings as part of the iconic Greenwich Village retail store, Balducci’s, Baldor has maintained its original promise – curate and deliver the best ingredients from around the world. For 30 years, we have served the food industry using cutting edge logistics to create a seamless customer experience. Our commitment to service and quality has made us the first choice in distribution for a diverse list of industry leaders that includes hotels, restaurants, county clubs, hospitals, nursing homes.

Position Summary :

As an industry leader in wholesale, retail, and food service distribution, Baldor Specialty Foods continues to grow and evolve at a rapid pace across all departments. The Baldor Inside Sales Representative is a critical front-line member of our customer service and sales support teams. Your inherent customer-service oriented approach to every interaction, passion for food, and desire to grow company sales will inform all aspects of your role. Whether answering phones, responding to emails, or partnering with internal team members on common goals, you will provide above and beyond customer service while resolving issues and delivering a best-in-class customer experience. You will be expected to know Baldor’s products and policies inside out (training will be provided) and use critical thinking to apply this knowledge in a manner that best services our customers. The Inside Sales Representative will report to an Inside Sales Supervisor and provides fantastic opportunities for growth within the Customer Service, Customer Experience, and Sales departments.

Essential Duties and Responsibilities:

• Using your excellent customer service skill set, you will provide industry leading support to current and prospective Baldor customers across multiple communication channels – including but not limited to phone, email, chat, and text messages - ensuring a positive, consistent customer experience with every touch point and interaction.
• Maintain up to date, seasonal product knowledge of Baldor’s extensive catalog as well as expert comprehension of all Baldor policies. You will leverage this knowledge, your love for food, and your passion to deliver amazing customer service to aid in all aspects of your role in supporting our customers and growing sales.
• Key metrics you will be evaluated on may include, but are not limited to, Issue Resolution; Product/Policy Knowledge; Providing Solutions with Options; Upselling; Probing (on back-and-forth communication such as phone and chat); Anticipating Customer Needs; Professionalism; Spelling and Grammar.
• With every interaction, your goal will be first contact resolution whenever possible, and adopting an ‘Above & Beyond’ mindset.
• Field incoming phone calls with a friendly, helpful, and empathetic ear. Leverage your thorough knowledge of Baldor products and policies to ensure customer issues and requests are resolved promptly on the first call.
• Monitor the Baldor Zendesk Customer Support platform to respond to email inquiries in a timely manner that adheres to company Service Level Agreements (SLA). To reduce ticket volume, you will focus on first contact issue resolution to eliminate the need for customers to reply unnecessarily.
  

• Support a dedicated team of Sales Executives to assist with day-to-day needs aimed at increasing customer satisfaction and increasing Baldor sales. This may include order entry, delivery ETA and routing requests, new customer application submissions, customer training and guidance with Baldor’s website, and more.
• Know Your Audience: You will have an in depth understanding of how Baldor customer’s needs, expectations, and communication styles vary across our different business segments. Home Delivery customers, Michelin star chefs, mom and pop restaurants, national retailers, hotel food and beverage managers (just to name a few!) all have varying expectations, and you will be a master at communicating with them all. The one thing they have in common is an appreciation for Above & Beyond service. You will understand this goal and strive to meet it with every interaction.
• You will have a desire to constantly improve. By understanding the value in constructive feedback, you will be an active and engaged participant in ongoing coaching and training sessions aimed at improving your performance, the customer’s experience, and their overall satisfaction with their Baldor partnership.
  

Qualifications:

• Associate Degree preferred.
• Minimum 2 years of Customer Service and Support experience.
• Previous experience in the Hospitality industry is a plus. In the absence of Hospitality experience, previous Customer Service experience will be critical.
• Previous experience with Zendesk is a plus.
• A love for food and the desire and willingness to learn about Baldor’s product catalog.
• Excellent communication skills; both verbal and written along with excellent listening skills.
• Must be proficient in MS Office.
• Strong problem solving and analytical skills.
• Extreme attention to detail.
• Ability to work independently and manage multiple priorities.
• Must be highly motivated and have a positive attitude.
• Ability to speak Spanish is a plus.

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