Summary: Focuses on a select group of large accounts ensuring that they receive the service they need. Makes and receives phone calls with the intent of promoting or selling company products and services. Focuses on creating loyalty to One Stop thru consistent contact and building a personal relationship. Notifies the customer of all promotions. Identifies the customer’s needs and communicates them to the appropriate co-workers in an effort to maximize the relationship. Maintains all the appropriate paperwork. Provides primary support to the Outside Sales Team.
Essential Functions:
- Increase sales using personalized aggressive attention that exceeds customer expectations without pressure. Build loyalty between One Stop and the customer with consistent and frequent contact. Ask for a sale on every call.
- Become knowledgeable on One Stop products, supplies, procedures, policies, systems, services as well as each customer account. Utilizing this knowledge to eliminate the need for a callback or placing the call on hold.
- Know the competition and what our strengths are against them in terms of product mix, service, and pricing.
- Call and inform VIP assigned accounts at least once per month of current and upcoming sales. Adhere to the outbound call procedures for both groups. Make note of the conversation in the inside sales spreadsheet.
- Identify products used in ongoing account programs and record information in the inside sales spreadsheet. Consistently call on and inform accounts of any current product on sale that they may have in a program or items they regularly purchase. Make note of conversation in the spreadsheet.
- Complete follow-up courtesy calls on all OD’s and large orders ensuring that the customer has been taken care of. Sincerely apologize for any error and instill confidence that they can count on us. Make note of the conversation in the inside sales spreadsheet.
- Build rapport with the customers by using the customer’s name, recognizing voices, and learning about their personalities. Become familiar with their buying patterns. Make note of such information in the inside sales spreadsheet, review and use it as necessary when placing or receiving calls.
- Assist customers with their projects and make product recommendations. Work with management on special pricing and with the Buying Department on special orders. Make follow-up calls on special pricing requests to encourage the sale. Complete follow-up calls on special orders that have been shipped ensuring that the customer has been taken care of.
- Identify, resolve, and record consistent patterns of customer issues and ideas with One Stop. Be an attentive sympathetic listener and inform your direct supervisor of such issues and requests.
- Return customer phone calls in a timely manner; assist as needed with regular inbound calls.
- Enter orders for the outside sales department. Act as direct support for the outside sales Reps.
- Capture and enter end-of-month sales statistics on assigned accounts.
- Process VIP account fax, web, and email orders.
Qualifications:
- Two or more years prior customer service experience is required, sales experience is preferred.
- Must have a burning desire to sell, be self-motivated, have self-confidence, and have the ability to work well independently and within a team environment.
- Must meet productivity standards; complete work in a timely manner; strive to increase productivity.
- Proficiency with the internet, Microsoft word, and excel is required.
Must be available to work Monday-Friday during the hours of 8:00 am-6:00 pm.
