About this role
Position Objective:
Support the NA Sales/Technical team as a facilitator for new business prospects, ensuring that their first experience with ABMNA is seamless. Lead, teach and coach the Client Service Specialists ensuring outstanding, enthusiastic service for all customers, leading to the development and strengthening of long-term relationships.
Key Result Areas:
Performance Standards
Supervision
- Assist Specialists, when needed, to resolve customer issues.
- Cross-train employees on geographic regions.
- Provide back up for Client Service Manager when specialists or sales need assistance.
- Oversee the order entry process to ensure orders are entered correctly and promptly.
- Assist Client Service Manager with the implementation and training of Specialists when there are new processes or procedures.
Customer Service
- Ability to work in all demographic areas.
- Work closely with field sales team.
- Advise sales of changes in customer ordering patterns.
- Process customer orders for assigned accounts, receive orders and enter them into the automated order processing system.
- Resolve ordering problems such as order tracking, confirming shipments and arrival and determine whether credit should be given on specific orders.
- Respond to all customer request immediately.
- Generate customer correspondence as needed.
Inside Sales
- Oversee all new account set-ups until they are assigned to appropriate CSR.
- Work closely with Supply Chain to resolve customer issues and establish routing for business gains and losses. Ensure inventory is available when needed for new business.
- Provide forecast for new customers and new products for existing customers.
- Identify new sales opportunities within existing accounts.
Reporting
- Review sales trends for assigned geographical area and report any changes.
- Designed departmental reports to better service our customers utilizing the new Data Warehouse/Power BI.
- Maintain CRM accounts.
Qualifications
A COMBINATION OF THE LISTED SKILLS AND KNOWLEDGE IS PREFERRED
- Three to five plus years experience in a customer service/inside sales environment.
- Excellent communication skills: telephone, writing and listening (prefer bilingual).
- Accurate data entry skills.
- Good technology skills and experience with CRM and Microsoft Office products.
- Experience with ERP & CRM tool(s) (i.e. Salesforce.com).
- Strong analytical, time management and organizational skills.
- Thrives in a customer centric environment.
- Ability to work individually and as part of the team.
Working Conditions
- Normal office working environment.
Other Factors
- Travel may be required.