Inside Sales Representative

Douglas Dynamics; Rockland (ME); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

401(k) match

Profit sharing

Ongoing learning and development opportunities

Job summary

Douglas Dynamics in Rockland, Maine, is looking for an Inside Sales Representative to manage customer relationships and ensure superb service via telephone and email. Responsibilities include processing orders and maintaining customer files in both hard copy and electronic formats.

The ideal candidate will have a high school diploma with relevant experience, strong communication skills, and a desire for continuous personal and professional growth. The position offers a competitive salary, generous 401(k) match, and ongoing development opportunities at Douglas Dynamics University.

Qualifications

• High school diploma and one to three years of related experience.
• Ability to communicate efficiently with internal and external customers.
• Desire to grow and improve skills continuously.

Responsibilities

• Manage relationships with customers via phone and email.
• Process orders and address customer inquiries promptly.
• Maintain customer files in hard copy and electronic format.

Skills

Traffic/shipping industry knowledge

Mechanical aptitude

Basic mathematical skills

Communication skills

Interpersonal skills

Education

High School diploma or equivalent

College degree preferred

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

ERP systems

CRM software

Job description

Inside Sales Representative

• Manage relationships with customers via telephone and email communication.
• Maintain superior customer service by following up on all customer inquiries promptly and addressing concerns.
• Direct customers to the correct department for further investigation and process orders in a timely fashion.
• Receive telephone calls and answer questions pertaining to inventory availability, order status, ship dates, vehicle applications, distributor location referrals, pricing, invoice inquiries, product inquiries, freight inquiries, promotions and programs, and literature requests.
• Process orders received via telephone, fax, e-commerce, e-mail, and postal mail into TCM (ERP System); solicit sales of new or additional services.
• Maintain customer files via hard copy and electronic format.
• Help manage an effective and cost-sensitive freight schedule with direct supervisor and scheduling coordinators.
• Track missing orders and handle complaints related to billing, service, shipping errors, damage, freight claims, shortages, and voice mail messages; record errors into CARMA database and generate RMA records when appropriate.
• Gather materials needed for program/promotional mailings to distributors; assist/manage/implement other projects as needed with minimal supervision.
• Follow all safety rules, maintain a safe work area and equipment, and report or resolve unsafe conditions promptly.
• Follow all company and department procedures and policies.
• Complete other reasonably related duties as assigned.

Education and Experience

• High School diploma and one to three years of related experience and/or training; or equivalent combination of education and experience.
• College degree or equivalent experience preferred.

Skills and Knowledge

• Developing traffic/shipping industry knowledge.
• Developing ability to apply mechanical aptitude.
• Ability to apply basic mathematical skills such as discount and percentage calculations.

Computer Skills

• Developing ability to use Microsoft Outlook, Excel, and Word.
• Developing ability to utilize ERP and proprietary software for searches, reports, order details, shipping schedules, etc.
• Developing ability to use CRM software for searches, reports, and customer interactions.
• Developing ability to navigate and use company and related industry websites and software such as eCommerce, CARMA database, Match programs.
• Developing ability to educate and train customers on company and industry websites and software.

Manufacturing and Industry Knowledge

• Developing understanding of sales forecasting, production scheduling, and supply chain.
• Developing understanding and application of Available to Promise in customer service and order management.

Development and Growth

• Developing ability to apply complex product and industry-specific topics and leverage the material to service customers.
• Follow and utilize departmental Standards of Work.
• Participate in creation, revision, and release of Standards of Work.

Quality Focus

• Developing ability to record data such as customer orders, complaint records, warranty registration, and other relevant data efficiently and accurately.
• Developing ability to maintain and contribute to 5S goals.
• Developing ability to articulate the significance of Lean concepts and 5S to business success.

Communication and Interpersonal Skills

• Communicates efficiently, effectively, and professionally with internal and external customers.
• Maintains high energy and enthusiasm perceived by customers.
• Accepts and supports changes in procedures, products, and services, offering constructive feedback.
• Works effectively with varied personalities, resolving conflict diplomatically.
• Operates effectively in a team across disciplines and geographies.

Decision Making and Judgment

• Think logically and practically before making decisions.
• Seeks advice when appropriate.
• Maintains confidentiality when required.
• Resolves heated disputes with customers diplomatically.

Leadership and Development

• Desire and performance to continuously grow and improve skill set and add value to the organization.

What We Offer You

• A fulfilling career with an industry leader.
• Competitive salary commensurate with experience.
• Generous 401(k) match.
• Profit sharing for all full-time employees.
• Ongoing learning and development opportunities, including access to Douglas Dynamics University (DDU).

Douglas Dynamics, LLC is an Equal Opportunity Employer and does not discriminate against qualified applicants based on race, color, sex, age, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.