Inside Sales Representative

Dodge Industrial; Alberta; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leader in industrial automation seeks a customer service representative to facilitate the order process for distributors and OEMs. You will act as a liaison between customers and multiple departments, troubleshoot issues, and ensure excellent customer support. The ideal candidate should possess strong communication skills and show initiative in improving processes. This is an opportunity to be part of a team dedicated to customer satisfaction and operational efficiency in the mechanical power transmission sector.

Qualifications

• Customer service excellence towards distributors, OEMs, and end users.
• Ability to troubleshoot and be responsive to customer issues.
• Strong organization and communication skills.

Responsibilities

• Facilitate the order process for distributors and OEMs including quoting.
• Act as a liaison between customers and various departments.
• Expedite shipment and manage customer inquiries effectively.

Job description

Position Summary

The ISR provides customer service excellence to authorized distributors, OEMs, end users, along with supporting Dodge field sales engineers to support sales growth of mechanical power transmission products. The position provides a critical role in ensuring that Dodge is the leader in North America industrial automation.

Job Duties

1. Facilitate the entire order process for distributors, OEMs, and sales engineers including quoting, order entry.
2. Act as liaison between customers and field sales with manufacturing, engineering, product management, warehousing.
3. Expedite shipment of orders by communicating with multiple Dodge manufacturing facilities and multiple freight carriers.
4. Ability to troubleshoot and be responsive to customer issues.
5. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents
6. Manage large number of incoming calls.
7. Answer technical questions utilizing available resources including systems, Subject Matter Experts, and catalogs to quickly answer customers questions.
8. Complete ongoing training on systems, products, and processes to ensure technical knowledge is sufficient to perform job.
9. Ensure continuous, uninterrupted customer support by filling in for teammates’ customers when they are away (absent, in meetings, or in training)
10. Identify productivity improvement areas and work with management staff to clear bottlenecks.
11. Provide as-needed support of management issues as they arise.
12. Proactively communicate to teammates and management team any business or HR issues that will require being off the phones or away from work area during the workday.
13. Regular attendance and punctuality. On request, presence in the office.
14. Available to customer during work schedule.
15. Adhere to facility and department rules and procedures.
16. Maintain well-organized digital records to ensure quick retrieval of information.
17. Support department initiatives around Lean work process and environmental sustainability.
18. Demonstrate teamwork by proactively aiding peers when needed.