Technical Inside Sales

Job description

Inside Sales and Customer Service Specialist -

Responsible to manage customer queries and complaints as well as business to business distributors (national and regionals). This position will also be asked to process orders, modifications, and escalate complaints across a number of communication channels as well as work as an application engineer for manifolds, power units, valves and pumps/motors in both mobile and industrial areas. To do well in this role the candidate need to be able to remain calm when customers are frustrated and have experience working with computers. Knowing about hydraulics and hydraulic products will help to understand customer needs. Customer experience is an important part of the role and having experience with process improvement is a plus

Responsibilities * Maintaining a positive, empathetic, and professional attitude toward customers at all times * Answers customer support messages via telephone or email promptly to enhance the customer service experience * Responding promptly to customer inquiries * Keeps sensitive information and financial records private and confidential * Address customer questions about new products, services, promotions on sales * Processing orders, forms, applications, and requests * Keeping records of customer interactions, transactions, comments, and complaints * Meets regularly with team to give feedback to help improve customer service culture, response time and tools to improve customer experience * Ensures customer satisfaction and provide professional customer support and customer experience * Contributes to bottom lines sales by increasing customer satisfaction * Applies company policy properly to customer solutions * Manages freight pick-ups and BOL documents * Updates customer portals * Attends Trade shows * Collaborates with sales, operations, finance and quality teams * Reviews order reports * Monitors the payments and payment terms * Creates and follows up quotations * Identifies and manages customer risk * Builds and maintains good relationships with customers * Actively collaborate with engineering, sales, marketing and operation teams ensuring revenue and customer satisfaction goals are achieved. * Assist logistics process for the development of new products, inventory maintenance, manufacturing, shipment, and delivery, and returns on products. * Provide technical support and guidance to various internal and external partners promoting service and other departments in achieving stated goals. * Develop, define and education others on product strategy and roadmaps adjusting as customer and business needs warrant. * Develop the core positioning and messaging for the product, education others on this so it may be effectively messaged by others throughout the organization.

Qualifications and Education Requirements * Bachelor’s degree in Business Management, Engineering, Marketing or related field * Previous experience with Customer service, customer experience and hydraulics applications * Previous experience as external sales person is a plus * Previous experience as an application engineer or product manager is a plus * Hands on experience with ERP’s/MRP’s (such as SAP, MRP/ERP, SL8 etc.) * Excel and pivot table power user * Power Bi as a plus * Ability to pass a Criminal Background Check

Preferred Skills * Excellent communication skills including active listening. * Service-oriented and able to resolve customer grievances. * Self-starter * Basic computer skills with the ability to learn new software. Microsoft Office Suite. * Customer service experience as a plus * Interest in the hydraulic industry * Negotiating experience preferred * Critical thinker and problem-solving skills * Ability to stay calm when customers are stressed or upset * Clear and concise written, verbal and interpersonal communication skills that produce desired results. * Capable of reading and interpreting information, such as reports, general correspondence and government regulations, with the ability to share with others as needed. * Capable to read hydraulic schematics and work in complex product offers like power units * Ability to use personal computer and standard business and other work-related software with minimal instruction.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person