Customer Service Representative/Inside Sales Representative

Position Overview

The Customer Service Representative (CSR) plays a crucial role in ensuring superior customer service across various communication channels, including in-person, phone, email, and fax. The CSR is responsible for understanding customer needs, answering inquiries, creating solutions, and facilitating a smooth sales process. This position involves collaboration with Territory Sales Managers to enhance territory coverage and maintain positive relationships with dealers. The CSR will also educate customers about product features and benefits to improve sales and satisfaction.

Key Responsibilities

• Handle customer needs by answering questions and creating solutions.
• Partner with Territory Sales Managers to drive territory coverage and maintain dealer relationships.
• Inform dealers about upcoming training and literature availability.
• Recommend alternate products based on cost, availability, or specifications.
• Help build branch sales by maintaining house accounts through active communication with dealers.
• Conduct outbound calls to existing and lost customer accounts.
• Resolve customer issues related to warranties and returns under the direction of the Branch Manager.
• Input and process orders and quote requests, and handle cash.
• Coordinate deliveries with manufacturing, sales, distribution, and outside vendors.
• Monitor scheduled shipment dates to ensure timely delivery.
• Provide accurate information regarding the availability of in-stock items.
• Conduct cycle counts and replenish showroom stock as needed.
• Assist in the warehouse, including loading and unloading products using a forklift.