CSR Inside Sales 3

Position Responsibilities

May include;

• Superior Customer Service: Whether at the counter, on the phone or through email or fax, the CSR handles customers' needs by finding out what they need, answering questions, creating solutions and ensuring a smooth and quick sales process. Partner with region Territory Sales Managers to help drive territory coverage and maintain positive dealer relationships. Work as part of a team to make Dealers aware of upcoming training, literature availability and ensuring they are happy with the products and services. Recommend alternate products based on cost, availability or specifications as needed. Educate customers about product terminology, features and benefits in order to improve sales and customer satisfaction.

• Sales: Help the branch build its sales including the new business component by helping to maintain house accounts through active Dealer communication of new product launches, services, supplies, prices and new products sales and or discounts via outbound calls and in house counter discussions. Conduct outbound calls of existing and lost customer accounts.

• Conflict Resolution: Handles customer issues including warranties and returns. Under the direction of the Branch Manager, determines best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Coordinates problem resolution with appropriate departments. Informs customers of standard procedures or resolution of issues. Follows up, either verbally or in writing, to ensure customer satisfaction. Must be knowledgeable of the organization's policies, procedures, practices, products and services.

• Order Management: Input and process orders and quote requests, handle cash. Coordinate deliveries as required working with manufacturing, sales, distribution and outside vendors as required. Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.

• Relationship Management: Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.

• Inventory Management: Provide accurate information regarding availability of in-stock items. Conduct cycle counts as required. Replenish the show room stock as needed.

• Other tasks as assigned including assisting in the warehouse, loading and unloading product using the forklift.

Job Grade

R1A5

R1A6

R1A7

Job Code

30008

30009

30010

Job Title

CSR / Inside Sales 1

CSR / Inside Sales 2

CSR / Inside Sales 3

Nature and Scope

• Takes direction from Branch Manager.

• Works within well-defined instructions.

• The inside sales / customer service representative will work cooperatively with sales and other members of the company to grow existing customers, create new customers, increase sales while increasing customer satisfaction.

• In addition to CSR 1 Scope;

• Works within knowledge.

• The CSR 2 will work cooperatively with sales and other members of the company to grow existing customers, create new customers, increase sales while increasing customer satisfaction.

• In addition to CSR 1 & 2 Scope:

• May provide team direction as support to BM or while BM is away.

• The CSR 3 will work cooperatively with sales and other members of the company to grow existing customers, create new customers, increase sales while increasing customer satisfaction.