Customer Sales and Service Representative

SUMMARY OF POSITION

The Customer Sales & Service Representative's primary responsibilities are to provide inside sales and customer service support to assigned accounts. Working in collaboration with the direct sales force and independent sales agencies, the CSSR actively seeks to increase sales revenue opportunities while providing service and support to distribution, end-users, and sales. The essential support requirements are inclusive of all aspects of order management as dictated by standard work instructions. The essential sales requirements are soliciting and prospecting at assigned accounts to meet the growth & profitability goals for the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Order Management

Enters orders in SAP and performs pricing validation
• Order changes (additions, cancellations, ship date, & special instructions changes.)
• Logs relevant customer and order information inside the SAP order and/or customer master texts
• Communicates order status, shipping/delivery information, re-promising notifications, pricing, inventory availability, expedites and other requests as generated by customer calls or emails. Follows up on backorders and stock outages.
• Performs pre-quotation of freight charges using online carrier quoting tool
• Handles all aspects of order management as dictated by department work procedures and instructions.
• Communicates as necessary with the Returns/Credit coordinator to ensure replacement orders and customer credits/debits are completed.
• Supports online ordering and other Distributor Portal functionality as needed.
• Processes and files sample requisitions as needed
• Performs other CSSR territory back-up as well as other duties as assigned.

Customer Relations

• Acts as liaison between Sales, Scheduling, Marketing, Shipping, Manufacturing, Logistics, Purchasing and customers.
• Develops customer intimacy as a priority.
• Performs competitive cross reference matching to Shurtape products for product recommendation
• Provides general product, application and technical support to distributors and end users. In more technical situations owns the issue until the customer receives the answer from the appropriate source.
• Manage customer inquiries, both calls and email, providing timely exceptional service
• Responsible and accountable for keeping current on all changes and being knowledgeable of all products, services, and promotions to communicate accurately to our customers and other personnel
• Complaint workflows for credits, debits, and other resolution to customer issues.
• Performs OS&D tasks and enters replacement order as needed.
• Organize workload for follow-up and prioritization of tasks.

Inside Sales

• Build trusting relationships with targeted distributor accounts and end users
• Prospect and solicit from a portfolio of targeted assigned accounts as assigned.
• Maintain existing account relationships and provide mutually beneficial solutions to meet targeted account needs
• Serve as tape solutions specialist to proactively create incremental pull-through sales
• Contact existing accounts to educate distributors on the various products and services as well as creating engagement for promotional programs as assigned or directed.
• Create and define value for distributors by understanding their business model as assigned.
• Enhance sales performance by acquiring product and industry knowledge on a continuous basis and building capability as an inside salesperson as assigned
• Negotiate pricing programs with new and existing distributors to gain consistent revenue growth while protecting profitable margins
• Quote pricing using company guidelines and tools
• Create STQ quotes and price records for primary accounts and supports TSMs and IRs as needed
• Prepare presentations and conduct sales meetings via teleconference and the internet
• Create growth goals and conducts key performance indicator reviews with assigned distributor base
• Create new customer workflows as needed
• Participates in ongoing and continual product training
• Continuously learning about the market and competitors
• Utilize the company's unique selling propositions and differentiators
• Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales
• Reporting monthly sales progress as assigned
• Document and report sales activity within the company's CRM system
• Understand and support of the company mission, goals, and purpose so that all strategic direction is followed

QUALIFICATIONS

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.

JOB REQUIREMENTS

• Education
  • College degree or relevant experience preferred

• Skills
• Self-motivated, competitive, and enthusiastic with a flexible, open-minded, positive attitude.
• You are proactive and self-reliant.

• Computer expertise with Microsoft Office products and previous experience with Salesforce and SAP is a definite plus
• Excellent verbal and written communication skills including presentation skills

• • Interpersonal skills with the ability to work in a team environment with various personalities
  • Exhibits business professionalism when dealing with people at all levels, both inside and outside the organization
• Abilities
  • Ability to maintain a courteous, professional demeanor to demonstrate customer care and build customer intimacy
  • Ability to grow and maintain genuine relationships
  • Ability to multi-task, prioritize and balance workload to hit short deadlines and changing priorities at a fast pace while paying close attention to detail
  • Ability to work independently.
  • Well-developed problem-solving skills and confidence in making decisions.
  • Demonstrated ability to work independently, manage several assignments simultaneously, and complete tasks using effective problem-solving skills
• Experience
  • Minimum of 2 years' experience in use of world-class Customer Service skills (excluding retail).
  • 2 years of sales/telemarketing experience (excluding retail sales) in the past four years is preferred (Preferable demonstrated experience in solution selling where the value is communicated over product features and functionality)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting for extended periods
• Typing
• Talking on the telephone
• Ability to lift and work with office supplies that may be more than 25 pounds (Printer/Copier paper, etc.)

WORK ENVIRONMENT

This is a fast-paced work environment with consistent pressure to complete duties as outlined above which requires ability to manage multiple projects at a detailed level and provide support to many internal departments in a fast-changing environment. Many duties listed above are time-sensitive and have strict deadlines for completion.

Shurtape Technologies, LLC is proud to be an Equal Opportunity and Affirmative Action employer. Shurtape Technologies, LLC does not discriminate based on race, religion, color, national origin, gender (including identity & expression), medical condition, sexual orientation, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business requirement.