| Description |
IMPORTANT: This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders. Other applicants need not apply.
| Location: |
White River Junction, VT |
| Exempt/Non-Exempt: |
Non-Exempt |
| Benefits: |
Full Benefits Package |
| Employment Type: |
Full Time |
| Department: |
Distribution |
| Description: |
Assist Sales Reps (both Regional Account Managers and Inside Sales Reps) in entering, tracking and following up on all orders. Assist sales team with the day-to-day customer interaction (pricing, availability, terms, setting up accounts, and setting up line of credit). Manage interaction with operations for internal purchasing, shipping and inventory issues. |
| Duties: |
1. Assist sales team with day-to-day account management issues including:
a. Product availability, pricing, entering orders and payment terms (following standard guidelines).
b. Work with Sales Team to convert estimates into orders. Provide Dealers with order confirmations and availability status on estimates.
c. Verify with customer (or sales rep) sales order ship to address and ship date. Coordinate sales order changes with Operations.
d. Deliver price changes and new pricelists to sales team and Dealers.
e. Set up new dealer accounts, accept new applications from Dealers, enter data into NS, process credit requests with accounting.
f. Coordination with accounting of credit increases requests.
g. Administer RAP sales orders: coordinate with accounting to set-up and process.
h. Generate reports as needed from the CRM system.
i. Assist the sales team with admin functions.
2. Enter in NetSuite and track all sales orders through to completion, including open orders, back orders and drop ship orders, RMA’s, replacement product due to damages and warranty claims. Use NetSuite to report, track and document all important internal and customer communication.
3. Primary dealer point of contact inquiries related to order status, product availability, shipment tracking, delivery changes, billing, line of credit, RMA’s, damaged shipments, replacement product, warranty, and basic pricing, availability product info. Deliver timely and accurate information to customers.
4. Work closely with Operations to:
a. Ensure that open and drop ship orders are closed,
b. Track open orders, and gather shipping information.
c. Respond to customer requests, track and ensure closure on RMA’s, warranty replacement products, mis-shipments and products damaged during delivery. Track the info and forward to the appropriate person in Operations.
d. Gather timely and accurate info as needed to update customers and sales team on order status.
e. Submit part number requests (Inside sales will also submit these)
f. Communicate changes to sales orders
5. Manage new dealer leads – respond via email and/or phone to new dealer inquires and coordinate sending and receiving of info packets, applications, and terms and conditions forms. Enter all dealer lead data into NetSuite for sale team. Manage the entry and tracking of tradeshow dealer leads into NetSuite. Coordinate end-user leads for dealers – coordinate the distribution and forwarding of all sales leads to dealers following the guidance of the sales team. |
| Qualifications: |
• Computer skills using the internet, ERP or CRM applications and MS Office suite of products.
• Customer service skills – ability to identify, manage and rectify customer concerns, problems and issues in a timely and proactive manner. Comfortable receiving complaints from customers. Able to stay calm and focused on resolution while treating customers in a friendly, supportive and attentive fashion.
• Excellent at multitasking – managing many tasks from many different sources/persons at the same time.
• Organization skills – keep organized while tracking multiple requests and tasks. Timely documentation and tracking of all items related to assigned tasks.
• Phone skills – able to communicate with fellow staff and customers in a friendly and professional manner
• Email communication skills
• Attention to detail
• Good follow up skills – when assigned a task, follow up until resolution.
• Reporting skills – notate all activities and communications with customers and internal staff into NS.
EXPERIENCE/EDUCATIONAL REQUIREMENTS:
• High school diploma
• 2 years of customer service experience working in a high stress, highly demanding environment
• Experience dealing directly with customers managing customer service issues.
• 2 years of computer skills using MS Office, internet and a CRM or ERP application.
• Microsoft Word and Excel
• Internet browsers
• Knowledge of NetSuite is beneficial . |
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