Phone Sales Representative

Dodge Industrial; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading manufacturer in industrial automation is looking for an Inside Sales Representative in Alberta, Canada. The role focuses on providing exceptional customer service to distributors and OEMs, facilitating the entire order process, and acting as a liaison among various teams. Strong communication and troubleshooting skills are essential. Responsibilities include handling complaints, expediting shipments, and ensuring continuous support. This position is critical for maintaining Dodge's leadership in North American automation.

Qualifications

• Strong customer service skills to handle inquiries and complaints.
• Ability to manage a high volume of incoming calls.
• Proficiency in technical communication and collaboration.

Responsibilities

• Facilitate the entire order process for customers.
• Act as a liaison between customers and various teams.
• Expedite shipments through effective communication.

Skills

Customer service excellence

Order processing

Troubleshooting

Technical communication

Time management

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

• Facilitate the entire order process for distributors, OEMs, and sales engineers including quoting, order entry.
• Act as liaison between customers and field sales with manufacturing, engineering, product management, and warehousing.
• Expedite shipment of orders by communicating with multiple Dodge manufacturing facilities and multiple freight carriers.
• Ability to troubleshoot and be responsive to customer issues.
• 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.
• Manage a large number of incoming calls.
• Answer technical questions utilizing available resources including systems, Subject Matter Experts, and catalogs to quickly answer customers’ questions.
• Complete ongoing training on systems, products, and processes to ensure technical knowledge is sufficient to perform the job.
• Ensure continuous, uninterrupted customer support by filling in for teammates’ customers when they are away (absent, in meetings, or in training).
• Identify productivity improvement areas and work with management staff to clear bottlenecks.
• Provide as‑needed support of management issues as they arise.
• Proactively communicate to teammates and management team any business or HR issues that will require being off the phones or away from the work area during the workday.
• Maintain regular attendance and punctuality. On request, presence in the office.
• Be available to customers during the work schedule.
• Adhere to facility and department rules and procedures.
• Maintain well‑organized digital records to ensure quick retrieval of information.
• Support department initiatives around Lean work process and environmental sustainability.
• Demonstrate teamwork by proactively aiding peers when needed.