CSRInside Sales Representative works hand-in-hand with outside Account Manager in managing the customer relationship(s). Primary execution of customer activities including daily interaction with customers managing inquiries and addressing customer needs with appropriate Company solutions; quantifies and resolves complaints. Utilize the company's tools and processes including product configuration tools, order entry and business systems. Provide initial point of contact [phone, fax, email, web, or chat modes] for customers (internal and external). Enter customer data into the order management systems, utilize pricing spreadsheets, monitor customer agreements, and employ quality resolution tools. Use greater judgment and initiative to either resolve issues or escalate them to the appropriate Systems Services or the company's entity. Provide additional backup and support to others in team to support Inside Sales functions. Complete key administrative tasks and projects by working independently with little supervision within the Instructions and guidelines.
QualificationsWork Experience:
Minimum 2-4 years of experience in the Customer Support or HelpDesk Field
Excellent telephone and communications skills (written and oral) required.
Team environment skills, ability to multi-task; recognize and generate sales leads from inbound calls, and effectiveness in handling multiple phone lines and electronic messaging required.
Customer oriented personality as well as professional attitude desirable.
High level of expertise with the MS Office suite, Internet Explorer, web navigation, and various other software tools is also required.
Perform additional duties as directed.
PREFERRED QUALIFICATIONS:
Bachelor's Degree in a sales-oriented discipline is preferred; Business, Marketing, Engineering or related fields will also be considered.
Previous experience working in with Industrial clients, Utilities, and/or related industries.
General knowledge of power transmission & distribution products/systems preferred.
Previous experience with business-to-business (B2B) customer support preferred.
Knowledge and skill in utilization of computer databases, applications, & systems.
Interpersonal Skills:
Action oriented; Manage projects; Problem Solving; Professional attitude; Relationships; Teamwork; Technical orientation; Attention to detail; Commitment to excellence; Communicate effectively; Customer orientation; Flexibility and self-learning; Information handling Key Measurements for this Position: Able to efficiently and effectively process a moderate volume of customer service requests [multi-media 50-100 transactions /day] Punctuality plus adherence to schedules (includes attendance), responsive and proactive behaviour Demonstrate responsibility and ownership for customer issues Courtesy and professionalism; working effectively with CSC peers.
Future Expectations/Professional Career Path: Achieve greater level of independence and responsibility; especially with respect to procedure ownership and product overview expert. Inclusive of identification and participation in Service integration projects. Able to train new CSA's and document procedures. Take on special project work in addition to normal customer service activities. Initial assignment may be renewed with possibility of permanent placement.
Challenges Facing this Position: Working in an open team environment; handling a high volume of customer requests and multiplexing tasks/activities Sometimes dealing with irate customers (includes the Company's Affiliates) Utilizing information from multiple resources in order to complete business transactions. The challenge is to maintain composure and a positive, friendly attitude while helping to meet the needs of our customers, balanced with the annual business objectives and order management standards.
