Industrial Pro Customer Service and Inside Sales Representative
April 23, 2018
Fort Collins, Colorado
Full Time - Experienced
2 Year Degree
SUMMARY: The Industrial Pro (IP) Customer Service and Inside Sales Representative position is responsible for supporting the Industrial Pro division of Forney Industries with emphasis on the industrial & welding/gas distribution channel in North America with pre-sales, order entry, post-sales, quotations, technical troubleshooting and technical/product related inquiries. This position will work closely with IP Sales, Forney Customer Service, Product Management, Warranty/Technical Service and Operations on sales, technical, warranty and delivery/service related activities. Involves a higher level of product knowledge, communication competency and administrative functionality than Customer Service Representative (CSR) Level 1 or Customer Service Specialist (CSS). She/he is the “face” of the Industrial Pro division of Forney Industries daily and it involves daily problem solving, assisting with new company/division initiatives and hands-on leadership.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
1. Exhibit the Forney Industries Culture internally and externally.
2. Provide sales and technical customer service for IP products to distributors, channel partners and end users including pre-sales, order entry, post-sales, quotations, technical troubleshooting and technical/product related inquiries.
3. Develop and maintain a strong, thorough knowledge of company’s & channel partner products, applications, processes, services, and policies.
4. Cultivates a professional and trusting rapport with the IP distributor and channel partner network ensure continued business and profitability.
5. Provide inbound and outbound customer support via phone, email, instant messaging and other forms of appropriate communications; including but not limited to:
a. order entry and information gathering to enable order processing,
b. inquiries, inventory availability, backorders, pricing, terms & conditions of sale and product information,
c. promotional or special incentives,
d. competitive cross references,
e. cross selling of products, and
f. delivery, shipment delays, and shipment tracking.
6. Meet IP distributors, channel partners and end users needs and requirements by:
a. asking appropriate questions and listening,
b. recommending appropriate products, processes and services,
c. coordination of special pricing with assistance from product line manager on individual orders,
d. coordinate order handling/delivery requirements with assistance from operations personnel on individual orders,
e. properly handle new business opportunities providing clear communications to customers, IP sales and internal personnel,
f. process customer returns and product change outs according to established division/department policies and procedures,
g. assists in the resolution of customer issues, communicating with various departments to research and determine corrective action/solution within company/division/department policy & best practices, and
h. properly providing follow-up as committed and/or necessary.
7. Inside Sales:
a. proactively communicates with customers to promote IP product and initiatives as identified in a revenue generation capacity,
b. provides advance or follow-up to sales personnel visits as necessary,
c. enhances the continued IP distributor relationship,
d. explores new business opportunities within new and existing customers, and
e. cross-sells as appropriate.
8. Technical Support for:
a. IP sales personnel,
b. IP distributors (industrial and welding/gas distributors),
c. IP product portfolio and channel partners portfolios,
d. solid understanding of welding terminology, standards, processes and applications,
e. tier-1 and tier-2 technical service, troubleshooting capability and knowledge of products, processes and applications, and
f. backup support for Forney retail customer service as available.
9. Knowledge and experience:
a. strong knowledge and experience in welding, abrasives and safety/PPE required and demonstrable,
b. knowledge competency with emphasis on welding (supplies), and
c. knowledgeable with SDS and OSHA requirements
10. Partner with IP sales personnel to meet and exceed revenue targets/goals/initiatives:
a. assist with sales support and technical assistance,
b. assist with customer bids and quotations,
c. enter sales data, quotes and other relevant information into ERP and CRM programs,
d. create and fulfill sales opportunities, and
e. timely follow up.
11. Identify and convey IP market needs to IP sales and product management including but not limited to:
a. competitive product information,
b. competitive pricing, and
c. applications and processes,
12. Provides timely feedback to the Customer Service Supervisor, IP sales and product management:
a. regarding service levels
b. regarding service failures, and
c. regarding customer concerns.
13. Continuous improvement:
a. demonstrate competency in all systems in use by Customer Service and IP division,
b. exhibit proactive data gathering/sharing capabilities within the team to make a stronger team/unit, and
c. update knowledge on all Forney, IP and channel partner product lines by working closely with product management.
14. Works in conjunction with Welding Warranty Service and Engineering/Technical Services on processing claims and returns as well as technical assistance to the customer.
15. Works in conjunction with Accounts Receivable on processing credits, resolving outstanding balances and other financial issues assisting the customer.
16. Participate as required:
a. weekly IP team meetings,
b. industry tradeshows,
c. customer training,
d. IP product and channel partner training,
e. sales meetings
f. department and interdepartmental process improvement teams, and
g. in-house or throughout the US when required.
17. Be a positive contributor to the achievement of assigned company/division/departmental sales targets/goals/initiatives.
Education and/or experience:
High school diploma or GED equivalent. Five (5) years' related experience and/or training or equivalent combination of education and training. Minimum of two (2) years’ experience in customer service and/or sales experience. Technical customer service experience in welding field required. Understanding of welding and associated accessories and their applications is desired. Preference given to individuals with welding, industrial, or safety sales experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1) Knowledge of proper customer relationships and customer service practices.
2) Ability to multi-task in a high-volume setting
3) Strong analytical and communication skills, both verbal and written.
4) Team player with the ability to work well with different personalities.
5) Strong Understanding of Microsoft Word, Excel & Outlook.
6) Negotiation skills with the ability to close sales.
Ability to read and understand instructions. Ability to follow, understand, and assess policies and procedures. Ability to converse with customers/sales personnel in person and through telephone conversations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. Ability to effectively communicate with customers and co-workers via email, instant messaging and other forms of electronic communications, in a clear, concise and comprehensive way. Fluent Spanish language skills would be a plus.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to work with and understand the technical aspects of the products and communicate technical information in a clear and concise manner to all levels of external and internal customers.
Other skills and abilities:
The ability to organize and manage multiple priorities. Problem analysis and resolution at a functional level. Excellent PC/system skills. Proficient in MS Office Suite. Strong customer orientation. Excellent interpersonal and communication skills. Must be a self-starter and be able to perform tasks without direct supervision. Strong team player. An ability to enable sales on the telephone. Good business sense. Maintaining strict confidentiality always. Experience in performance excellence and process improvement would be helpful. Develop skills for Social Media (Facebook, Twitter) as well as live chat to assist and respond to customer requirements via electronic communication.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally asked to stand, walk, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision and peripheral vision.
The work environment is a traditional office setting with the occasional need to perform duties in a warehouse/packaging/distribution environment and occasionally be exposed to fumes or airborne particles, risk of electrical shock and vibration. The noise level in the work environment is usually low to moderate. Office dress is business casual. Adherence to proper safety PPE standards in lab or application setting is required and provided.