Inside Sales & Customer Service Representative

Hynes Industries; Youngstown (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Hynes Industries in Youngstown, OH is seeking a Customer Service and Order Management Specialist to support quoting, order processing, and forecasting for key accounts.

You will act as the lead contact for customers, coordinate with Sales Reps and Manufacturing, and help maintain accurate records in our CRM/ERP systems while delivering accurate information and timely resolutions.

Qualifications

• 2–4 years in customer support and order management
• Experience in the made-to-order steel or steel service center industries preferred
• Supply chain management, forecasting, stocking experience preferred
• Strong written and verbal communication skills
• Track record of meeting quota and strong teamwork abilities

Responsibilities

• Manage calls, order processing, inquiries, and CRM data
• Identify customer needs to achieve satisfaction
• Lead point of contact for customers and outside sales reps
• Maintain records in CRM/ERP and quotations
• Assist with pricing, quotes, and expediting orders
• Manage customer supply chain and forecasting reviews
• Collaborate with engineering on drawings and specifications
• Keep customer interactions and quotes well-documented

Skills

Customer service

Order management

Communication skills

CRM / ERP familiarity

Supply chain management

Forecasting

Teamwork

Education

Associate degree or bachelor's preferred

Tools

MS Office suite

Job description

Job Location

Youngstown Manufacturing Headquarters - Youngstown, OH 44515

Summary

Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, customer supply chain & forecasting support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.

Essential Duties and Responsibilities

• Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
• Identify and assess customers’ needs to achieve satisfaction
• Strong verbal, written communication and presentation skills
• Operate as the lead point of contact for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Pricing administration activities to include but not limited to price book data entry, price monitoring, pricing updates, tiered level pricing by segment, reporting
• Work with Procurement and Engineering as needed on requotes
• Manage Customer Supply Chain Management, stocking requirements & forecasting reviews
• Assist Engineering to maintain current drawing specifications on file, item description management
• Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
• Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
• Actively reach out to customer base, setting goals for targeted contact schedules and outbound calling campaigns
• Manage specific account sales activities and customer concerns, engage as needed where Regional Sales Representative is not assigned
• Lead contact on designated C & D accounts

Qualifications

• College education (associate’s degree, Bachelors preferred) recommended but not required
• 2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
• Supply Chain Management, forecasting, stocking program experience preferred
• Strong written and verbal communication skills
• Track record of over-achieving quota and excellent teamwork skills

MS Office & Mathematical Skills

• Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred
• Experience using Excel preferred
• Basic math and writing/grammatical skills and capabilities

Reasoning Ability

• Customer orientation and ability to adapt/respond to different types of characters
• Flexible, patient, empathetic to customer issues and situations
• Strong capability in reasoning and managing customer issues, and thinking through opportunities to upsell and cross-sell Hynes products and services that are the best fit for both the customer and Hynes

Physical Requirements

Office environment, and may require extended periods of sitting, computer entry and phone call management

Work Environment

Ability to work in a fast-paced environment while multi-tasking and keeping a positive attitude

Additional Skills/or Abilities

• Strong phone contact handling skills and active listening
• Familiarity with CRM and ERP systems and practice
• Ability to multi-task, prioritize and manage time efficiently
• Effectively think outside of the box to improve processes and procedures

Competencies

• Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly.
• Able to learn and properly apply new job-related information in a timely manner. Has the ability to absorb and comprehend job related information from formal training and other formal and informal learning experiences.
• Interact with others in a way that gives them confidence in one’s motives and representations and those of the organization. Is seen as direct and truthful; keeps confidences, promises, and commitments.
• Builds constructive working relationships with customers and others to meet mutual goals and objectives. Behave professionally and supportively when working with individuals from a variety of ethnic, social and educational backgrounds.
• Makes customers and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations
• Acts without being asked or required to; achieves goals beyond job requirements; being proactive; taking prompt action to accomplish objectives
• Organizes work, sets priorities and determines resource requirements; determines necessary sequence of activities needed to achieve goals
• Monitors and checks work to meet quality standard; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy
• Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization
• Participates as an active and contributing member of a team to achieve team goals. Work cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments
• Sets high standard and well-defined, realistic goals for oneself; displays a high level of effort and commitment towards completing assignments in a timely manner; work s with minimal supervision; is motivated to achieve