Customer Service Representative

The Account Specialist (AS) approaches customers consultatively and systematically to understand the organizational business objectives and goals. The AS owns geographic territory/accounts and is responsible for maintaining revenue base and providing monthly forecasting. The AS proactively contacts customers at risk and resolves issues through customer needs analysis and leverages account knowledge to locate opportunities to increase revenue over prior year. He/she will conduct daily outbound prospecting and relationship building activities and capture pertinent data to increase our knowledge of customer needs. In addition, the AS enters and updates information in the company database and sets appropriate follow-up and assists assigned customers by answering product questions and account maintenance issues via phone, email, & internet. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
Identifies and supports new business opportunities and accounts in designated territory.
Assists field sales with large account maintenance/growth.
Responsible for lead generation and qualification for assigned territory.
Monitors performance of customers/objectives via daily management and identifies opportunities to increase revenue.
Works with Engineering and Production Control on engineering changes, provides data to help determine change priorities and manages customer expectations
Develops and recommends special order pricing and profit margin determinations within order dollar value and minimum margin requirements.
Responds to customer inquiries via internet, phone, and email.
Under direction, expedites sales orders and inquiries.
Participates in sales promotion, distribution and pricing programs.
Order by order, recommend special order pricing.
BA/BS in a related field with 0-2 years' experience in a sales or customer service environment.
Associates degree with 5 years' experience in a sales or customer service environment.
Strong written and verbal communication skills. Must be able to effectively communicate over the phone, via email/web, and in person.
Strong problem solving skills and data analysis abilities.
Demonstrated organizational, time management and prioritization skills in a fast-paced environment.
Demonstrated ability to understand and communicate basic technical features to customers.
Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success.
Strong listening and influencing skills to identify and address customer needs.
Intermediate to advanced knowledge of MS Office, CRM, ERP, and reporting software, including but not limited to: Outlook, Excel, Word, JDE, Salesforce.com, and Business Objects.
Demonstrated moderate to advanced knowledge and application of professional sales skills, including value selling, project selling, overcoming objections, etc preferred.
May be assigned various projects and responsibilities, at the sole discretion of the Inside Sales Manager.

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