Sales Customer Service Associate

Earnest-Machine; Rocky River (OH); On-site; USD 38,000 - 54,000; Full time

Job summary

Earnest Machine in Ohio is seeking a Sales Support team member to deliver a consistent customer experience via phone and email, respond to quotes and service requests, and process orders. You will collaborate with Sales, Marketing, Purchasing and Distribution to drive revenue and margin.

You will maintain CRM records, qualify quotes, and ensure timely entry of orders while coordinating with distribution centers for on-time delivery in a fast-paced environment.

Qualifications

• High School diploma; associate/bachelor's degree preferred.
• Able to make decisions independently.
• Comfortable in an inbound/outbound sales environment.
• Grasp basic math and profitability concepts; thrive in a fast-paced growth setting.
• 1–3 years in an inbound/outbound sales environment.
• Experience with Microsoft Dynamics 365.
• Fastener distribution experience is a plus.

Responsibilities

• Maintain accurate CRM item records for orders and quotes.
• Communicate value propositions to assigned customers.
• Collaborate with sales, marketing, purchasing, and distribution.
• Handle inbound/outbound calls and emails from the inquiry box.
• Qualify inbound quotes and ensure timely responses.
• Enter orders into CRM and ensure on-time delivery through distribution centers.

Skills

Inbound/outbound sales

Independent decision making

Excellent communication

Customer service

Basic math

Education

High School Diploma

Associate or Bachelor's Degree preferred

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,andDistribution(&Production)departments.TheSales Supportrolewillreportdirectlyto the Sales Operations Manager and will be eligible to participate in the Sales Incentive Plan annually.

GeneralDaytoDay Activities

• MaintainaccurateCRMitemrecordsforordersandquotesincludingupdates,modifications, and new entries
• UtilizeStandardOperatingProcedurestoensurecomplianceandconsistencyinallactivities.
• MaintaindeepunderstandingofthefullEarnestproductportfolioandeffectivelycommunicate value propositions to assigned customers
• Collaborateandhelpothersalessupportindividualsandaccountmanagers,asneeded,todrive collective revenue and margin Earnest goals
• Complete outbound calls per current customer connection and marketing activities

QuoteandOrderEntry

• Manageandserviceinboundcalls,emails,andcustomerinquiriesthatarereceivedtothe communal inquiry box
• Qualify inbound quotes to ensure timely responses, quote identification (standard, newly sourcedproducts,orblanketorder),andquotecompletionasreceivedtothecommunalinquiry box
• Completeinboundquotesandordersintocommunalinquiryinboxwithin24-hourperiod
• Conductquotefollowup,asappropriate,toassessinterestinquoteandnegotiation
• Escalate to Senior Sales Support or Account Manager to coordinate newly sourced product quotesandunderstandEarnestabilitytosource,timingofsource,anddeterminationonprice alongside Sales Management
• CompleteandenterorderintoCRMoncesubmittedbycustomerforordersreceivedtothe communal inquiry box
• Ensureaccurateandtimelyorderdeliverythatmeetscustomerspecificationsthrough collaboration with the Distribution Centers and communication to customers

KeyPerformanceIndicators

• Exceedindividualquoteandordergoalsasdocumentedwithinthesalescompensationplan
• Ownyourroleinachievingtheteamshippedrevenuegoalsasdocumentedwithinthesales compensation plan
• Customer satisfaction
• Quotetoorderrateof%
• Dailypresenceof7+hoursincall queue

RequiredQualifications

• HighSchooldiploma,Associate/Bachelorsdegreepreferred
• Abletomakedecisions independently
• Comfortablewithworkinginaninbound/outboundsalesenvironment
• Graspbasicmath/profitabilityconceptsAbilitytofunctionwellinahigh-pacedenvironment,comfortablewithambiguity,andenjoysan environment of active growth and change
• 1-3yearsworkinginaninbound/outboundsalesenvironment
• ExperienceworkingwithMicrosoftDynamics365
• FastenerDistributionexperienceaPlus