Sales Customer Service Associate

Earnest Machine; Rocky River (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

Earnest Machine in Rocky River, OH is seeking a Sales Support team member to deliver a consistent customer experience. The role handles phone and email communications, responds to quotes and service requests, and processes orders in collaboration with Sales, Marketing, Purchasing and Distribution teams.

You will manage inbound/outbound inquiries, maintain CRM records, qualify quotes, and ensure timely order delivery while supporting revenue growth and margin goals under the Sales Operations

Qualifications

• High School diploma; Associate/Bachelors degree preferred.
• Able to make decisions independently.
• Comfortable with inbound/outbound sales environment.
• Grasp basic math and profitability concepts.
• 1-3 years working in an inbound/outbound sales environment.
• Experience working with Microsoft Dynamics 365.
• Fastener Distribution experience a Plus.

Responsibilities

• Maintain accurate CRM item records for orders and quotes.
• Communicate value propositions to customers and collaborate with teams.
• Collaborate with account managers to drive revenue and margins.
• Handle inbound/outbound calls and emails; respond to inquiries within 24 hours.
• Qualify inbound quotes and coordinate quote/price discussions with Sales Management.
• Enter orders into the CRM and ensure timely delivery with Distribution Centers.

Skills

Inbound/outbound sales

CRM proficiency

Communication skills

Analytical thinking

Education

High School diploma

Associate's degree

Bachelor's degree

Tools

Microsoft Dynamics 365

Job description

The world is still held together by nuts and bolts, and also great people. Since 1948 Earnest Machine has been at the heart of the industry with a mission of Creating the Best Customer Experience Possible and our reputation has been built on the people delivering it. To continue our growth we are looking to add a Sales Support to our team to help serve the market. This role will deliver a consistent customer experience that includes phone and email communications, responding to quotes and service requests, and processing orders. All of our teams work across departments to make things work.

The Sales Support team member will work in conjunction with Earnest Sales & Marketing teams, Purchasing, and Distribution (& Production) departments. The Sales Support role will report directly to the Sales Operations Manager and will be eligible to participate in the Sales Incentive Plan annually.

General Day to Day Activities

• Maintain accurate CRM item records for orders and quotes including updates, modifications, and new entries
• Utilize Standard Operating Procedures to ensure compliance and consistency in all activities.
• Maintain deep understanding of the full Earnest product portfolio and effectively communicate value propositions to assigned customers
• Collaborate and help other sales support individuals and account managers, as needed, to drive collective revenue and margin Earnest goals
• Complete outbound calls per current customer connection and marketing activities

Quote and Order Entry

• Manage and service inbound calls, emails, and customer inquiries that are received to the communal inquiry box
• Qualify inbound quotes to ensure timely responses, quote identification (standard, newly sourced products, or blanket order), and quote completion as received to the communal inquiry box
• Complete inbound quotes and orders into communal inquiry inbox within 24-hour period
• Conduct quote follow up, as appropriate, to assess interest in quote and negotiation
• Escalate to Senior Sales Support or Account Manager to coordinate newly sourced product quotes and understand Earnest ability to source, timing of source, and determination on price alongside Sales Management
• Complete and enter order into CRM once submitted by customer for orders received to the communal inquiry box
• Ensure accurate and timely order delivery that meets customer specifications through collaboration with the Distribution Centers and communication to customers

Key Performance Indicators

• Exceed individual quote and order goals as documented within the sales compensation plan
• Own your role in achieving the team shipped revenue goals as documented within the sales compensation plan
• Customer satisfaction
• Quote to order rate of %
• Daily presence of 7+ hours in call queue

Required Qualifications

• High School diploma, Associate/Bachelors degree preferred
• Able to make decisions independently
• Comfortable with working in an inbound/outbound sales environment
• Grasp basic math/profitability concepts
• Ability to function well in a high-paced environment, comfortable with ambiguity, and enjoys an environment of active growth and change
• 1-3 years working in an inbound/outbound sales environment
• Experience working with Microsoft Dynamics 365
• Fastener Distribution experience a Plus