Inside Sales/Customer Service Representative | EGLO

Inside Sales/Customer Service Representative

BASIC FUNCTION

The function of the Inside Sales/Customer Service Representative is to provide direct support to the Sales Managers in the ongoing development of existing & prospective customers to make sure that the department can meet its sales targets. One is responsible for servicing the customer in a professional manner and finding appropriate solutions to issues and problems in an efficient & timely manner.

PRINCIPAL DUTIES

Customer Service:

• Respond swiftly and courteously to customer inquiries via phone or e-mail (stock check, back order ETA, order status, shipping issues, etc)
• Process customer orders manually or via EDI (fixtures, bulbs, replacement parts)
• Make sure that order prices match the prices seen on a customer PO
• Process credits if product is defective or needs to be returned to EGLO - following our company policy (restocking fee, freight charge, re-sellable condition, etc)
• Invoicing
• Capture and update customer information including addresses, phone numbers, e-mails for future communication/follow up
• Build rapport with the customers through friendly, engaging communication

Inside Sales:

• Have extensive product knowledge through training
• Work with all personnel and outside contacts to satisfy clients’ needs and achieve company goals
• Inform customers of upcoming promotions, product launches
• Assist in completing sales projects including proposals and marketing
• Upsell whenever possible
• Review back orders and proactively propose alternative solutions to customers
• Identify areas of improvement in the company and assist in creating and implementing solutions
• Complete sales reports and gather data requested by the respective sales manager within the provided deadlines
• Analyze data requested by the sales managers to help achieve the territory’s targets
• Participate in department meetings and take responsibility for sales improvement initiatives and other assigned action items
• Assist sales managers and supervisor on an as needed basis