Inside Sales & Customer Experience Specialist

Malema, a PSG brand; San Jose (CA); On-site; USD 75,000 - 84,000; Full time

Job summary

Malema, a PSG brand, located in San Jose, seeks an Inside Sales & Customer Service professional to manage order processing from inquiry to shipment, utilizing CRM/ERP systems and supporting cross-functional teams. The role requires effective communication, pricing, and coordination with engineering for part numbers.

Onsite work with standard hours, focus on quote-to-cash processes, export documentation, and ensuring timely order status and customer satisfaction.

Qualifications

• A bachelor’s degree in science or a related technical field is preferred. Equivalent industry experience will also be considered.
• Proficient computer skills and working knowledge of MS Excel and Office.
• Working knowledge of CRMs, including Salesforce.
• Strong written and oral communication skills.
• Ability to work independently as well as within a cross-functional team.
• Strong organizational skills, with the ability to handle numerous projects simultaneously, while maintaining high attention to detail.
• Must be able to treat highly confidential information with the utmost integrity.
• Ability to build and manage collaborative relationships.

Responsibilities

• Execution of order management from inbound inquiry through shipment.
• Includes but is not limited to inbound Sales call conversion to leads and orders through effective communications, costing requests, order processing, order tracking, expediting, and providing shipment information all utilizing CRM, ERP, customer portals, and other standard business systems.
• Interfaces with engineering to create customer part numbers as needed. Establish list and discount pricing for new and existing part numbers using established price lists.
• Field customer inquiries, determine if inquiries are qualified for direct sales, and manage referrals to distribution if necessary.
• Understand and communicate to customers PSG terms & conditions and other sales policies.
• Provide support to Outside Sales Leaders and Management, including daily and monthly reports of order, quote, and shipment activity as needed.
• Provide timely order status communications to customers and internally on expedited requests.
• Act as point person for issue management by coordinating and consulting with internal resources ensuring timely and effective issue resolution. Escalate issues as required to ensure commitments are met.
• Monitor and communicate assigned account ER status for critical projects elevating as appropriate if issues arise.
• Effectively communicate technical product specifications to customers/distributor partners as well as communicate customer expectations to internal and external stakeholders.
• Cross-departmental collaboration to ensure exceptional customer experience throughout the entire quote-to-cash process.
• Ensures all pre and post-export documentation is completed and properly filed per PSG’s export policies.
• Performs customer audits and other Dover/PSG compliance-related tasks as required.
• Follow all PSG policies, including safety policies.
• All other duties assigned.

Skills

CRM

ERP systems

Salesforce

Order management

Customer service

Communication

Cross-functional teamwork

Education

Bachelor's degree in science or related field

Tools

MS Excel

Office software

Job description

Malema, a PSG brand, located in San Jose, seeks an Inside Sales & Customer Service professional to manage order processing from inquiry to shipment, utilizing CRM/ERP systems and supporting cross-functional teams. The role requires effective communication, pricing, and coordination with engineering for part numbers.

Onsite work with standard hours, focus on quote-to-cash processes, export documentation, and ensuring timely order status and customer satisfaction.