Client Service Specialist

Socket.dev; St. Louis (MO); On-site; USD 51,000 - 69,000; Full time

Job summary

Socket.dev in Saint Louis, MO seeks an experienced Inside Sales/Customer Service professional to build and strengthen long-term relationships, drive new sales, and ensure repeat business.

You will establish rapport, conduct regular calls, collaborate with Field Sales, process orders, manage CRM data, provide product knowledge, and support revenue growth across assigned accounts.

Qualifications

• 3–5+ years in a customer service/inside sales environment.
• Excellent communication skills: telephone, writing and listening.
• Accurate data entry skills.
• Good technology skills and experience with CRM and Microsoft Office products.
• Experience with ERP & CRM tools (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.

Responsibilities

• Establish on-going rapport with existing and potential customers.
• Conduct regular telephone conversations with all assigned customers; frequency will be determined by size and potential of customers’ business.
• Investigate and trouble-shoot customer service issues by involving the appropriate ABMNA functions.
• Receive customer orders and process them in the automated order processing system.
• Serve as liaison between customers and Field Sales, thereby providing professional account management.
• Review reports to ensure shipping schedules and order data are accurate.
• Maintain high level of product knowledge and product application using various resources and training tools.
• Demonstrate a positive, collaborative approach at all times to meet customers’ needs.
• Research credit/debit memos for individual districts.
• Collaborate with Field Sales and Client Service Manager to determine necessary strategic sales approaches and maximize opportunities.
• Review sales report to proactively catch customer order interruption/increase in demand.
• Ensure follow-up by forwarding leads to Field Sales with action points, dates, customer profile information, etc.
• Follow-up conversation with Field Sales once lead is tied off.
• Make outbound follow-up calls to existing customers to ensure that they are receiving the expected product and service benefits and features.
• Handle inbound, unsolicited prospect calls, and discuss them with Field Sales and/or convert them to sales.
• Visit customers every year to deepen customer relationships and foster the total sales team approach.
• Emphasize products/service, features and benefits, quote established pricing and prepare reports, as needed.
• Maintain and expand CRM database to capture customers’ profile, requirements, annual volumes of ingredients purchased, competitive price points, baking processes, varieties produced, etc.
• Review sales trends for assigned geographical area and report changes to inventory planner and Field Sales.
• Support Field Sales with processing sample requests, customer concerns and price requests – follow-up appropriately.

Skills

Communication

Data entry

CRM software

ERP systems

Salesforce

Analytical skills

Team collaboration

Tools

Salesforce.com

Job description

Job Details

Job Location: Corporate - Saint Louis, MO, Position Type: Full Time, Salary Range: $51143.00 - $69193.00Salary, Job Category: Client Services, Position Objective: Provide outstanding, enthusiastic service by developing and strengthening long-term relationships with customers, resulting in new sales and sustained repeat business.

Key Result Areas

Performance Standards Customer Service

• Establish on-going rapport with existing and potential customers.
• Conduct regular telephone conversations with all assigned customers; frequency will be determined by size and potential of customers’ business.
• Investigate and trouble-shoot customer service issues by involving the appropriate ABMNA functions.
• Receive customer orders and process them in the automated order processing system.
• Serve as liaison between customers and Field Sales, thereby providing professional account management.
• Review reports to ensure shipping schedules and order data are accurate.
• Maintain high level of product knowledge and product application using various resources and training tools.
• Demonstrate a positive, collaborative approach at all times to meet customers’ needs.
• Research credit/debit memos for individual districts.

Inside Sales

• Collaborate with Field Sales and Client Service Manager to determine necessary strategic sales approaches and maximize opportunities.
• Review sales report to proactively catch customer order interruption/increase in demand.
• Ensure follow-up by forwarding leads to Field Sales with action points, dates, customer profile information, etc.
• Follow-up conversation with Field Sales once lead is tied off.
• Make outbound follow-up calls to existing customers to ensure that they are receiving the expected product and service benefits and features.
• Handle inbound, unsolicited prospect calls, and discuss them with Field Sales and/or convert them to sales.
• Visit customers every year to deepen customer relationships and foster the total sales team approach.
• Emphasize products/service, features and benefits, quote established pricing and prepare reports, as needed.

Market Intelligence

• Maintain and expand CRM database to capture customers’ profile, requirements, annual volumes of ingredients purchased, competitive price points, baking processes, varieties produced, etc.
• Review sales trends for assigned geographical area and report changes to inventory planner and Field Sales.

Field Sales Support

• Support Field Sales with processing sample requests, customer concerns and price requests – follow-up appropriately.

Other

Attend periodic sales and product training, when applicable. Other duties as assigned.

Qualifications

• Three (3) to five (5) 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.