After Market Sales Agent / Inside Sales / Customer Service

$52,000 - $52,000/Yr

Assa Abloy Global Solutions - Richardson, TX

Full-time - Entry Level

Richardson, TX

Fabricated Metal Product Manufacturing

About the position

The Inside Sales Agent position at ASSA ABLOY Global Solutions involves creating quotes and processing sales orders through various communication channels, including inbound and proactive telephone calls, emails, and faxes. This role is critical in a high-volume call center environment, where the agent will assist customers with quotes, convert orders, and address any customer service issues that arise from a diverse end-user community. The agent will also manage an email inbox directed to the department, ensuring that customer information is accurately entered and verified for invoicing and tracking purposes. In addition to handling incoming calls, the Inside Sales Agent will make proactive calls to an assigned customer base to promote specials and promotions, as well as recruit customers to the eStore by educating them on its benefits. The agent will create case logs in the CRM system to document customer activity and monitor customer procurement portals daily, maintaining strong relationships with key contacts. Follow-up on all aftermarket sales-related issues is essential, as is maintaining quality assurance of customer tickets or call logs, monitoring order status, and addressing any backlogs for delayed orders. The role requires the agent to escalate calls to appropriate departments and senior management when necessary and to provide input on processes to assist in the development of standard operating procedures aimed at gaining efficiencies. The Inside Sales Agent is expected to project a favorable image both over the phone and in face-to-face interactions with internal and external communities, ensuring a positive customer experience.

Responsibilities

• Answer calls in a high-volume call center assisting with quotes, converting orders, and addressing customer service issues.
• Assist with email inbox directed to the department.
• Properly enter customer information, document, and verify customer orders, billing, and shipping addresses for invoicing and tracking purposes.
• Make proactive telephone calls to assigned customer base to promote specials and promotions.
• Recruit customers to the eStore, educate them on benefits, and promote eStore specials.
• Create case logs in CRM to log calls and document customer activity.
• Monitor customer procurement portals daily and maintain good working relationships with key contacts.
• Follow up on all aftermarket sales-related issues and maintain quality assurance of customer tickets or call logs.
• Monitor order status and backlogs for delayed orders and escalate calls to appropriate departments as needed.
• Provide input on processes and assist with the development of standard operating procedures to gain efficiencies.
• Assume and perform other duties and responsibilities not specifically outlined herein.
• Project a favorable image over the phone and face-to-face when interfacing with the internal and external community.

Requirements

• 3 to 5 years of customer service or call center experience in a fast-paced environment.
• High School graduate or equivalent; some college-level coursework up to a 4-year degree is desired.
• Experience with MS Office Suite, Windows Vista, Windows 2003 Server, and Windows XP.
• Strong technical aptitude and working knowledge of ERP systems, particularly MS AX is a strong plus.

Nice-to-haves

• Working knowledge of the hospitality industry is a plus.
• Experience in inside sales for 3 years is preferred.
• Experience in after-market sales for 1 year is preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance