Customer Service / Inside Sales - After Market

Inside Sales Agents create quotes and process sales orders via inbound and proactive telephone calls, emails, store and faxes.

Essential Duties and Responsibilities :

• Answers calls in a high-volume call center assisting with quotes, converting orders and addressing any customer service issues from a diverse end user community.
• Assist with email inbox directed to the department.
• Properly enters customer information, document and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
• Makes proactive telephone calls to assigned customer base to promote Specials and Promotions.
• Recruits customers to our eStore, educates them on benefits and promotes eStore Specials.
• Creates case logs in CRM to log calls and document customer activity.
• Monitors customer procurement portals on a daily basis and maintains good working relationship with their key contacts.
• Responsible for follow-up on all aftermarket sales related issues, maintains quality assurance of customer tickets or call logs, monitors order status and backlogs for delayed orders.
• Escalates calls to appropriate departments and senior management as needed.
• Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
• Assumes and performs other duties and responsibilities not specifically outlined herein.
• Projects a favorable image over the phone and face-to-face when interfacing with the internal and external community.

Skill Requirements and Performance Criteria :

Education and / or Work Experience Requirements :

Software and Technical Skills :

Physical Requirements :