Inside Sales Rep (it's really a CSR)

Customer Service Rep / Inside Sales Representative

Direct hire

Industry: Manufacturing

Location: Franklin, MA

Onsite daily

$27- $29hr

Must haves:

-2+ years of customer service or inside sales experience in a corporate setting doing inbound and outbound calls/emails

-Strong verbal and written communication skills

-MS Office

Preferred

-Syteline ( Infor CSI)

-Microsoft Dynamics

-Manufacturing

-Has worked at a company with many products and SKU's

-Bilingual (Spanish)

The Inside Sales / Customer Service Rep provides prompt, professional customer service & sales support to internal and external customers with accuracy and efficiency. Major responsibilities include supporting Regional Sales Managers and agents in attaining sales goals through effective relationship building with customers, developing quotes & pricing, order entry, and post-sales support. Additional responsibilities require data entry skills and attention to detail with contract/purchase order review to ensure orders are processed correctly. The ideal candidate may coordinate the repair of customer-owned equipment, in addition to timely and efficient communication of billing, order status and delivery to customers. Must be detail-oriented, organized, capable of multi-tasking with a focus on providing a high level of service.

Job Functions:

• Works within a team environment to build strong customer relationships to achieve monthly/annual sales targets and customer retention
• Develops customer quotes, pricing and follow-up using a CRM system. Utilizes CRM to communicate sales pipeline and development of short-range product forecasts.
• Works with Regional Sales Manager to build strong customer relationships.
• Manages an existing book of business and development of new customers within a defined territory by identifying both customer & product trends.
• Performs outbound calling and lead prospecting as required.
• Manages customer adoption rate and sign-up for our eCommerce platform.
• Manages incoming customer phone calls and email inquiries from customers, company representatives, and sales managers.
• Primary point of contact for setting up new customers, manages customer orders in an ERP system and provides post-sales support for technical assistance, repair or returned items
• Reviews and enters customer orders received via email, fax, or phone, into ERP.
• Coordinates order shipment dates and follows through with Planning and/or Manufacturing
• Reviews active customer accounts to ensure CRM system is current and aligned with ERP, ensure pricing is current, responsible for changing discount codes and/or fixed price structure, verify commission, and meets all internal compliance controls.
• Identifies duplicate accounts and makes recommendations to consolidate.
• Updates customer comments in a timely manner to ensure consistent up-to-date customer status.
• Manages the electronic filing of all related documents and approvals within customer account.
• Manages multiple email inboxes to facilitate inquiries, execute requests, and follows up by responding to customer.
• Reviews purchase orders to ensure the payment terms, part numbers, pricing and shipping methods are correct.
• Issues and process Return Merchandise Authorization (RMA’s) and sales orders for customer repairs through ERP. Provides customers with order confirmations and correspondence on status as needed.
• Once RMA is received, follows up with internal departments as needed and manages the correspondence throughout process until resolution or shipping occurs.

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