Job Description
Job DescriptionDescription:
The Inside Sales / Customer Service Representative is responsible for supporting customers by processing orders, responding to inquiries, resolving issues, and identifying sales opportunities. This role serves as a primary point of contact for customers, ensuring exceptional service while helping achieve company sales and revenue goals.
Requirements:
Customer Service
- Respond to customer inquiries via phone, email, and online channels in a professional and timely manner.
- Process customer orders, returns, credits, and exchanges accurately.
- Resolve customer concerns and complaints while maintaining high customer satisfaction.
- Provide product information, pricing, availability, and delivery updates.
- Maintain accurate customer records and account information in CRM and ERP systems.
- Coordinate with operations, purchasing, and shipping departments to ensure timely order fulfillment.
Inside Sales
- Develop and maintain strong relationships with existing customers.
- Generate sales through inbound and outbound customer interactions.
- Identify upselling and cross-selling opportunities to increase revenue.
- Prepare and follow up on quotations and proposals.
- Track sales opportunities and maintain an active sales pipeline.
- Meet or exceed monthly sales and customer retention goals.
- Support outside sales representatives by managing customer accounts and requests.
Administrative Support
- Enter and maintain accurate order and customer data.
- Prepare reports, customer correspondence, and sales documentation.
- Assist with inventory inquiries and product availability updates.
- Follow company policies and procedures related to customer service and sales operations.
Qualifications
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- 2+ years of customer service, inside sales, or account management experience preferred.
- Strong communication and interpersonal skills.
- Proficiency with Microsoft Office Suite and CRM software.
- Excellent organizational and multitasking abilities.
- Strong problem-solving and conflict-resolution skills.
- Ability to work independently and as part of a team.
Knowledge, Skills, and Abilities
- Customer-focused mindset with a commitment to service excellence.
- Sales aptitude with the ability to identify customer needs and recommend solutions.
- Strong attention to detail and accuracy.
- Effective verbal and written communication skills.
- Ability to prioritize tasks in a fast-paced environment.
- Professional and positive attitude.
Performance Metrics
- Customer satisfaction scores.
- Order accuracy and processing efficiency.
- Sales growth and revenue generation.
- Customer retention rates.
- Response and resolution times.
- Achievement of sales and service goals.