Sales & Customer Support Representative

**Purpose**:
Under the supervision of the Manager, Customer Support & Contracts, the Sales & Customer Support Representatives are responsible for ensuring that all pre and post-delivery requirements as specified by each Customer are met and for supporting outside sales activities by coordinating inside sales, order administration and customer support activities.

As a member of the RS team, this position will support an organizational culture that cares for the environment, our communities, and for each other by exemplifying RS's four (4) core values: Safety, Respect, Resilience and Teamwork.

**Generate and Manage Customer Quotations (as per QMP-09 & PFD-030)**:

- Communicate with the appropriate parties (i.e. the Customer, Distributor, Agent and/or the RS Sales Rep.) to confirm opportunity details, requirements and Customer expectations.
- Coordinate with other RS departments to identify the appropriate products and services that are to be quoted, and obtain applicable pricing and lead times.
- Enter and maintain opportunity related information in the CRM.
- Determine the shipping requirements and obtain and manage shipping quotations.
- Track open opportunities that require information prior to quoting and maintain regular communication with the appropriate parties until the issues are resolved and a quote can be issued, or the opportunity is closed.

**Lead the RS Sales Order Fulfillment Process (as per QMP-09 & PFD-015)**:

- Ensure that purchase orders are correct.
- Enter and maintain purchase orders in the ERP system.
- Coordinate with the appropriate parties to ensure:

- Applicable Engineering services are provided (including structural analyses, hardware bill of materials, drawings, etc.).
- Customer expectations are communicated.
- Determine shipping schedule(s).
- Communicate order status and shipping schedules with the Customer.
- Track ON HOLD orders that require information and/or approvals prior to being released for shipment and maintain regular communication with the appropriate parties until the issues have been resolved and the order can be processed.
- Conduct post-delivery follow-ups with Customers.

**General (Departmental) Responsibilities**:

- Create and maintain applicable Customer profiles within the ERP and CRM systems.
- Provide timely and efficient support to customers by:

- Resolving questions and issues.
- Providing technical assistance and advice.
- Supporting outside sales activities.
- Ensuring that all contractual requirements and agreed upon Customer requests are met.
- Requesting outstanding information and approvals.
- Submitting quotations and acknowledging receipt of critical documents and information (i.e. request for quotes, purchase orders, etc.).
- Build and strengthen customer relationships.
- Collaborate with cross-functional teams to raise and resolve issues, define priorities, and confirm deliverables.
- Participate in all required meetings.
- Data Management and Document Control & Retention:

- Ensure the accuracy and integrity of all pertinent data.
- Manage the records and documents saved to the applicable folders on the RS servers and those uploaded to Epicor and Salesforce (etc.).
- Register and maintain RS's online profiles within applicable Customer systems and web portals.
- Participate in the development, maintenance and continuous improvement of systems and processes.
- Support other RS personnel, distributors, agents, etc. as required.
- Carry out other duties and responsibilities as assigned by the supervisor and Senior Management.
- Coordinate with the Sales team to arrange for the shipment of sales literature, samples, etc. to the applicable Sales Rep., Customer, Agent, trade show, etc.
- Research, compile, and analyze databases, spreadsheets, reports and/or other relevant files as required.

**Training / Qualifications**:

- University Degree or Two-Year College Diploma.
- 3+ years of experience working in a related role.
- Important skills include:

- Ability to manage stress in a fast-paced environment.
- Communication, both written and verbal.
- Organization and prioritization. Including the ability to adjust priorities when necessary.
- Attention to detail.
- Problem-solving.
- Active listening, patience, and empathy.
- Above average working knowledge of Microsoft Office (Word, Excel, Outlook, and PowerPoint).

**Working Conditions**:

- Ability to work from home or office.
- Ability to work in front of a computer and type for extended periods of time.
- Ability to work at least eight hours a day.
- Ability to physically, mentally and emotionally manage a dynamic sales environment.

**The following items are not required but will be considered an asset**:

- Proficiency in a second language.
- Experience using the following (or similar) software:

- Enterprise Resource Planning (ERP),
- Customer Relationship Management (CRM),
- Product Data Management (PDM).
- Experience in the electric utility industry.