Customer Service/Sales Support Representative

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Job Type

Full-time

Description

Sargent and Greenleaf delivers proven security solutions that protect people and assets at home, at work, and in communities around the world. For the past 160+ years, their high-security locks and industry expertise have been trusted by governments, banks, and businesses of all kinds to meet their security needs and counter emerging threats. S&G's portfolio of high-quality electronic and mechanical locks are used in a wide range of applications including gun safes, commercial safes, ATMs, vaults, and highly sensitive SCIF environments.

Our unique portfolio of locks and locking systems serves a wide range of our customers' security needs across industries and applications. Together, we are on a mission to make the world more secure today and in the future.

Job Summary

The Global Customer Service/Tech Support Manager leads a global team of customer service As a Customer Service/Sales Support Representative, you'll play a pivotal role in ensuring customer satisfaction and contributing to sales growth. You'll be responsible for addressing customer inquiries, providing product information, processing orders, and assisting the sales team in achieving targets. Your communication skills, attention to detail, and ability to multitask will be essential in delivering exceptional service to our customers.

Requirements

Responsibilities:

Customer Assistance

• Respond promptly to customer inquiries via phone, email, or chat.

• Provide accurate information about products, pricing, and availability.

• Assist customers in placing orders, tracking shipments, and resolving issues.

• Handle returns, exchanges, and refunds according to company policies.

• Build rapport with customers and ensure a positive experience at every interaction.

Sales Support

• Collaborate with the sales team to meet revenue targets and objectives.

• Generate sales leads and identify upselling or cross-selling opportunities.

• Follow up on leads and inquiries to convert them into sales opportunities.

• Provide sales representatives with administrative support, including preparing quotes and proposals.

• Maintain accurate records of customer interactions and sales activities in the CRM system.

Order Processing

• Process orders accurately and efficiently, ensuring timely fulfillment.

• Coordinate with logistics and warehouse teams to arrange shipments and deliveries.

• Monitor order status and proactively address any issues or delays.

• Ensure compliance with shipping regulations and customer requirements.

Product Knowledge

• Develop a comprehensive understanding of the company's products and services.

• Stay updated on product features, specifications, and promotions.

• Educate customers on product usage, benefits, and troubleshooting tips.

Team Collaboration

• Work closely with other departments, including marketing, operations, and finance, to resolve customer issues and improve processes.

• Provide feedback to the sales and marketing teams based on customer interactions and market trends.

• Participate in team meetings, training sessions, and professional development activities.

Minimum Requirements:

• High school diploma or equivalent; bachelor's degree preferred.

• Proven experience in customer service, sales support, or a related field.

• Strong communication skills, both verbal and written.

• Excellent interpersonal skills and ability to build rapport with customers.

• Proficiency in using CRM software and other relevant tools.

• Attention to detail and ability to manage multiple tasks simultaneously.

• Problem-solving and conflict resolution skills.

• Flexibility to adapt to changing priorities and work in a fast-paced environment.

• Knowledge of the industry and product offerings is a plus.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 40 pounds at times.

• Must be able to navigate various departments of the organization's physical premises.

S&G Vision & Values:

S&G is a passionate team with a continuous improvement culture dedicated to delivering trusted and transformative locking solutions while consistently exceeding customer expectations.

Must be a champion of the S&G corporate values of accountability, integrity, respect, teamwork, community, innovation, and leadership.

S&G is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Salary Description

$40,000 - $55,000