Job Description
JOB SUMMARY Build sustaining, long-term relationships with the client's distributors by serving as the primary interface for them and providing information and follow-up activities as required to ensure exceptional customer experience.
HOURS & PAY - Days: Monday - Friday
- Times: 8:00 AM - 5:00 PM
- Pay Range: $19.00 - $20.00 hourly
- No remote or hybrid capabilities for this position
- Must be willing to work onsite during scheduled work hours (position located in the Mandarin area of Jacksonville, FL)
ESSENTIAL DUTIES AND RESPONSIBILITIES - Provide interface support for all groups with the client's contact - distributors, end-users, external sales reps, internal sales reps, and vendors - guiding each call as appropriate for further action or resolution
- Educate customers about terminology, features, and benefits of products in order to improve product related sales and customer satisfaction
- Prepare special reports as specified by customers
- Facilitate freight quote requests as requested by customers, submit FQRs for Logistics to complete
- Follow-up with Purchasing on open drop ship orders on behalf of customers
- Monitor order status for customers. Provide information regarding order entry to verify entry accuracy
- Monitor open orders to ensure that all action is being taken to fulfill those orders.
- Monitor scheduled shipment dates to ensure timely delivery and expedite as needed
- Open new customer accounts by recording account information into Salesforce and SAGE and maintain customer records by updating account information
- Maintain product information / product pricing spreadsheets to support sales or customer service
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Communicate to the purchasing department unexpected increases or decreases in demand for products
- Receive incoming telephone sales leads, gather the necessary information, enter the information into SalesForce and direct them to a distributor (prospective end-user) or to a sales rep (prospective distributor).
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution
- Request freight claims for damaged or last shipments and provide all necessary supplemental information / photos to Logistics so they can file the necessary claims
- Determine customer requirements and expectations in order to recommend specific products and solutions
- Present price, credit, and terms in accordance with standard procedures and customers' profiles
- Identify trends in customer satisfaction or dissatisfaction
- Fill requests for catalogs, information, or samples
- Provide accurate information regarding the availability of in-stock and non-stock items
- Perform in-person trainings / presentations to maintain technical knowledge of all new and existing products, to be able to answer questions to customers and end-users
- Maintain a detailed log of phone calls and written communications (through SalesForce and other virtual platforms)
- Make outbound and receive inbound phone calls
EDUCATION & EXPERIENCE REQUIREMENTS - High School Diploma or equivalent required; some college coursework in written composition preferred
- Advanced experience using Microsoft Office software to prepare correspondence, develop reports, utilize spreadsheets, and create presentations required
KNOWLEDGE / SKILLS / ABILITIES - Core Values - represents the company's core values:
- Serve the customer
- Work hard. Work smart
- Innovate
- Do the right thing
- Support the team
- Have fun
- Team Orientation & Interpersonal - highly motivated, passionate, and creative team-player with ability to develop and maintain collaborative relationships with all levels within, and external to, the organization
- Communication - able to effectively and persuasively express self verbally and in writing, using correct language and grammar in a professional, diplomatic, and tactful manner
- Organization & Time Management - able to work independently with minimal supervision, planning, scheduling, and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail
- Systems & Software - proficient knowledge of Microsoft Office, Sage, and SalesForce software applications
Job Tags
Hourly pay, Monday to Friday,