Customer Service/ Inside Sales - After Market (SAP a plus)

Vingcard; Plano (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Vingcard is seeking an Inside Sales Agent to create quotes and process orders via inbound and proactive calls, emails, store and faxes. You will assist with email inboxes, verify customer orders, and promote specials to drive revenue.

Responsibilities include logging activities in CRM, maintaining relationships with customers and procurement portals, and following up on aftermarket issues while escalating as needed. A strong focus on accuracy and customer service is required.

Qualifications

• 3 to 5 years customer service or call center experience in a fast-paced environment.
• Working knowledge of the hospitality industry is a plus.
• High School graduate or equivalent. Some college coursework desired.

Responsibilities

• Answers calls in a high-volume call center assisting with quotes, converting orders and addressing any customer service issues from a diverse end user community.
• Assist with email inbox directed to the department.
• Properly enters customer information, document and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
• Makes proactive telephone calls to assigned customer base to promote Specials and Promotions.
• Recruits customers to our eStore, educates them on benefits and promotes eStore Specials.
• Creates case logs in CRM to log calls and document customer activity.
• Monitors customer procurement portals on a daily basis and maintains good working relationship with their key contacts.
• Responsible for follow-up on all aftermarket sales related issues, maintains quality assurance of customer tickets or call logs, monitors order status and backlogs for delayed orders.
• Escalates calls to appropriate departments and senior management as needed.
• Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
• Assumes and performs other duties and responsibilities not specifically outlined herein.
• Projects a favorable image over the phone and face-to-face when interfacing with the internal and external community.

Skills

Excellent phone skills

Interpersonal skills

Multitasking

Organizational skills

Education

High School graduate or equivalent

Some college coursework

4-year degree desired

Tools

MS Office

MS AX

ERP systems

Networking knowledge

Job description

Inside Sales Agents create quotes and process sales orders via inbound and proactive telephone calls, emails, store and faxes.

Essential Duties and Responsibilities:

• Answers calls in a high-volume call center assisting with quotes, converting orders and addressing any customer service issues from a diverse end user community.
• Assist with email inbox directed to the department.
• Properly enters customer information, document and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
• Makes proactive telephone calls to assigned customer base to promote Specials and Promotions.
• Recruits customers to our eStore, educates them on benefits and promotes eStore Specials.
• Creates case logs in CRM to log calls and document customer activity.
• Monitors customer procurement portals on a daily basis and maintains good working relationship with their key contacts.
• Responsible for follow-up on all aftermarket sales related issues, maintains quality assurance of customer tickets or call logs, monitors order status and backlogs for delayed orders.
• Escalates calls to appropriate departments and senior management as needed.
• Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
• Assumes and performs other duties and responsibilities not specifically outlined herein.
• Projects a favorable image over the phone and face-to-face when interfacing with the internal and external community.

Skill Requirements and Performance Criteria:

• Excellent phone and interpersonal skills with customers, peers, and management.
• Must be comfortable and prepared to work in an inbound call queue that averages 150 inbound calls per day.
• Must be detail oriented, possess the ability to multitask, be able to organize and prioritize tasks and follow through on commitments.
• Adaptable to change.

Education and/or Work Experience Requirements:

• 3 to 5 years customer service or call center experience in a fast-paced environment.
• Working knowledge of the hospitality industry is a plus.
• High School graduate or equivalent.
• Some college level course work up to a 4-year degree is desired.

Software and Technical Skills:

• Experience with MS Office - Suite, Windows Vista, Window 2003 Server and Windows XP.
• Network knowledge, preferred.
• Knowledge of MS AX is a strong plus or familiarity with other ERP systems.
• Strong technical aptitude.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to talk, listen and speak clearly on telephone.