Provides optimum customer service which exceeds customer's expectations. Maintenance and enhancement of existing business and obtaining new business; to service the customer in one contact. Take personal responsibility for every order to ensure that the customer's requirements are met from the initial order receipt until the product is delivered, invoiced and the customer is satisfied. This position serves as a stepping-stone towards an inside sales role, making it ideal for individuals with a passion for driving sales results from within the organization.
Primary Accountabilities (Essential Duties):
Communicates with customers by phone, email, fax, or in person on order/delivery status, stock issues, change orders, and service issues. This includes internal customers.
Reviews all problems or issues with the appropriate department(s) and helps to find a suitable resolution.
Processes EDI as well as emailed, faxed, phoned, and written sales orders.
Processes Daily load shipments and LTL orders. Coordinates with the shipping department.
Process Return Authorizations (RMAs.)
Processes daily receiving, archives POD paperwork, and assorted data entry.
Be an expert on our product lines to provide product recommendations and technical advice to our customers.
Make proactive outside phone calls to prospective customers.
Cultivate strong customer relationships to encourage trust and loyalty.
Work with customers to better understand their needs and goals.
Set and meet sales goals and objectives set by leadership.
Support outside sales team.
Assist the customer and/or Territory Sales Manager with any inquiry or problem concerning their orders. Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.
Ensuring that customers are satisfied with products or services.
Troubleshooting common issues with a product or service.
Working with a team of CSRs and other departments to find appropriate solutions.
Perform other duties as assigned.
Coordinates customers' needs with other departments as required to ensure the need is met, i.e., special orders, shipping, or production instructions.
Liaison between departments internally to provide information in response to inquiries.
Perform other duties as assigned.
Position Qualifications:
To perform this job successfully, an individual must be able to perform each primary accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Education / Experience: (an equivalent combination of education and experience required to successfully complete the primary accountabilities is indicated below)
Degree: HS Diploma or GED. Bachelor's degree preferred or 3 years' experience in a similar role, including inside sales or customer service
Years of Experience: 3-5 Area: Sales or Customer Service, preferably in a manufacturing or warehouse
Competencies / Technical Skills:
Core Competencies: Managing Performance; Building Collaborative Relationships; Customer Orientation; Result Orientation; Personal Credibility, Analytical Thinking
Organizational Competencies: Excellent communication skills, proficient problem-solving and multi-tasking skills, attention to detail, ability to promote teamwork among peers is a must. Ability to answer a high volume of calls and/or emails daily.
Additional Position Competencies (max 4):
Excellent communication skills, both verbal and written
Proficient problem-solving and multitasking skill
Team player and thrive in a collaborative team environment
Ability to answer a high volume of calls and/or emails daily
Technical Skills: Proficient in Microsoft Office applications such as excel and word. Experience with Enterprise Resource Planning (ERP) Systems such as Syteline, Oracle, and SAP.
Licenses / Certifications: None
Physical Requirements:Sit for long periods of time.
Work Conditions
Environment: Field Office Travel: Special Work Conditions: N/A
Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, religion, national origin, arrest record, ancestry, age, physical or mental disability, sexual orientation, transgender status, genetic information, marital status, citizenship status, veteran status, pregnancy, or any other status protected by federal, state, or local law. Upon request and consistent with applicable laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.
