JOB PURPOSE

Manages a high volume of phone calls; sells and services new and existing accounts; gathers information accurately from customers while treating them with the highest level of respect; provides cus

tomers with product information to assist them in purchasing decisions; recommends additional products or services to meet customer needs.

 

SUPERVISION/DIRECTION

This position receives direct supervision. For both one-of-a-kind and repetitive tasks the supervisor makes specific assignments that are accompanied by clear, detailed, and specific instructions.

ESSENTIAL FUNCTIONS  

Essential Functions include the following. Other duties may be assigned.

1. Answers incoming sales calls for new and remanufactured parts. Gathers all information necessary for resolution of transactions.
2. Relays appropriate information to manager and supporting departments.
3. Assists counter customers, including providing information regarding products, billing, repair, collections and other types of inquiries. 
4. Solicits and accepts orders by asking questions to determine customer requirements and expectations in order to recommend specific products and solutions.
5. Follows-up with customers in a timely manner after inquiries to close sales.
6. Upselling products by checking the sales catalog; suggesting related and new items. Proactively recommends items to increase customer satisfaction and improve transaction profitability. 
7. Manages wrong/defective parts by initiating a return of the wrong part, crediting the customer for the returned part, identifying the part that is needed, and ordering it.
8. Manages online orders for parts by connecting with the customer, identifying the issue, refunding the incorrect part, and ordering the correct part
9. Interacts with customers to ensure they are highly satisfied with the service they received.
10. Conducts themselves as professionals in appearance, language, attitude, etc. in order to promote a favorable image of the Company.
11. Attends and participates in sales meetings.
12. Attends product seminars and sales training.
13. Develops an understanding of company software.

QUALIFICATIONS AND REQUIREMENTS

1. High school diploma or equivalent; one to two years previous work experience with significant customer contact; or equivalent combination of education and experience.
2. Knowledge of customer service and experience with sales preferred. 

3. Excellent verbal communication skills with the ability to effectively present information and respond to questions from customers, co-workers, and management including the ability to give instructions, speak clearly, effectively, and professionally in positive or negative situations. 
4. Ability to read and interpret documents such as policies, procedures, specifications, and routine business documentation.  
5. Ability to write routine reports and business correspondence.
6. Exceptional telephone skills, including the ability to build rapport and to read the customer over the phone
7. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

Self Management and Organization

1. Ability to take initiative, including asking for and offering help when needed; performs work independently without being prompted.
2. Ability to prioritize and plan work activities; use time efficiently and work within deadlines.
3. Strong attention to detail and focus on quality and accuracy.
4. Ability to maintain confidentiality of customer and company cost information.

Technology and Tools

1. Basic experience with inventory software and office software products, to include word documents, spreadsheets, and email.  
2. Ability to operate basic office equipment, including computer, printer, copier, scanner, multi-line phone system, and fax machine.

Physical Demands and Work Environment

1.  While performing the duties of this job, the employee is regularly required to sit for long periods of time; make repetitive and precise hand and finger movements. Must be able to occasionally lift and move 50 pounds.
2. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is usually well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. The noise level in the work environment is moderate to loud.