Customer Service/inside Sales Representative

3 weeks ago

Mississauga, Canada ergoCentric Seating Systems Full time

***:
Reporting to the Customer Service Manager, the primary purpose of the Inside Sales Representative is to ensure customers’ needs are met. This involves, but is not limited to providing customers with product and service information, resolving product and customer service problems and supporting and assisting the Territory Sales Managers.

**Key Responsibilities**:

- **Quoting**. Prepare quotations for Territory Managers, as needed. Quotes are to be sent within 24 hours after product has been specified.
- **Order Accuracy**. Validate all orders for accuracy, specification, pricing for order that are processed by within your territory. Send order confirmations within 4 hours of receiving them from order entry. Follow up on any alterations to original orders that are subsequently made by the customer.
- **Product Recommendations**. Continuously promote and recommend our products to our dealers, end users and the ergonomic community. Provide product recommendations based upon ergonomic assessments, when needed.
- **Product Knowledge. **Obtain a full knowledge and understanding of all of the Company’s products.
- **Order Management**. Work with order entry, purchasing, scheduling, production, logistics team and installers to ensure orders are manufactured, shipped and installed on time to meet requested delivery dates. Update customers on lead times, delays, and order status.
- **Return Authorizations**. Issue Return Authorization as required. Complete form with Return Authorization number and provide to the receiving clerk. Credits due to RMA’s must be done within 48 hours.
- **Sales Support**. Support front line sales growth by supporting sales team in quoting assistance, product recommendations, and project execution.
- **Culture**. Support a positive, customer-centric culture team wide through regular interaction, personal support, and advancing company goals.

**Requirements**:

- High school diploma, GED or equivalent. Post-secondary education an asset
- A minimum of 5 years related sales or customer service experience.
- Ability to learn quickly and understand product knowledge.
- Excellent interpersonal skills and the ability to build rapport is essential.
- Attention to detail, possessing a sales aptitude and interested in helping the customer and problem solving.
- Ability to multi-task efficiently.
- Demonstrated excellence in organizational and time management skills.
- Able to stay calm under pressure.
- Must be proficient in Microsoft suite of products
- Education in Six Sigma, 5S and other industry relevant programs a plus
- Must be a Canadian citizen, possess a valid driver’s license, and maintain consistent transportation to work

**Goals**:
Individual Performance Goals:

- **Customer Satisfaction (CSAT) Scores**:
Achieve and maintain a high customer satisfaction rating through regular surveys and feedback mechanisms.
- **Revenue Growth**:
Increase the revenue generated from existing accounts through upselling, cross-selling, and expanding product/service offerings.
- **Customer Engagement**:
Establish and maintain strong relationships with key stakeholders within customer accounts.
- **Response Time**:
Respond promptly to customer inquiries, ensuring that no query remains unanswered for an extended period.
- **Product Knowledge and Expertise**:

- **Customer Education and Training**:
Provide training and education resources to customers to ensure they are utilizing products/services to their full potential.
- **Net Promoter Score (NPS)**:
Work towards achieving a high NPS score, indicating strong customer loyalty and advocacy.

*Professional Development Goals:
**1.** **Education**

a. Pursue continuous learning and professional development to stay updated on industry trends, best practices, and new technologies.

**2.** **Product Knowledge and Expertise**

a. Stay updated on all products and services offered by the company to effectively communicate their value to customers.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Mississauga, ON L5T 2L6: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- Six Sigma, 5S and other industry relevant programs a plus: 1 year (preferred)
- proficiency in Microsoft suite of products: 1 year (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Mississauga, ON L5T 2L6: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- related sales or customer service: 5 ye

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