Inside Sales/Customer Service Representative
West Coast Laminating - Santa Fe Springs, CA
posted 4 months ago
About the position
The Inside Sales Representative at West Coast Laminating is a pivotal role responsible for delivering exceptional internal and external sales and customer service support within a dynamic contact center environment. This position serves as the primary point of contact for incoming calls, engaging with customers, vendors, Outside Sales Representatives, Credit Representatives, and Operations Managers to ensure a world-class customer experience. The Inside Sales Representative will be tasked with various essential functions, including order input and processing, providing customer quotes, tracking and monitoring orders, and checking stock and inventory levels. In addition to these responsibilities, the Inside Sales Representative will actively promote products and suggest add-ons to customers, emphasizing next-day delivery, one-stop shopping, and online shopping options. The role also involves assisting customers in resolving issues and complaints, addressing product application concerns, and managing delivery issues, including setting up special deliveries. Daily follow-ups on backorders and pending issues are crucial, as is providing technical support to customers and Outside Sales Representatives. The Inside Sales Representative will participate in product and skills training classes, events, and seminars to enhance their product and industry knowledge. This position requires some independent decision-making regarding pricing, product sourcing, prioritizing tasks, and effective time management. Building and maintaining strong working relationships with vendor representatives is essential, as is participation in trade shows and promotional events. The representative will also be responsible for completing required paperwork and reports as requested by the Operations Manager and Inside Sales Manager, assisting in the warehouse as needed, and meeting daily and weekly metrics for service level, response time, order count, and accuracy to ensure the Inside Sales Team meets its goals.
Responsibilities
- Input orders and process them efficiently.
- Provide customer quotes and track orders.
- Check stock and inventory levels regularly.
- Promote products and suggest add-ons to customers.
- Assist customers in resolving issues and complaints.
- Provide technical support to customers and Outside Sales Representatives.
- Participate in product and skills training classes and events.
- Make independent decisions regarding pricing and product sourcing.
- Develop and maintain good working relationships with vendor representatives.
- Participate in trade shows and promotional events as needed.
- Complete required paperwork and reports as requested by management.
- Assist in the warehouse as needed.
- Meet daily and weekly metrics for service level, response time, order count, and accuracy.
Requirements
- High school diploma or GED required; college degree preferred.
- 1-3 years of customer service experience, preferably in a call center or contact center environment.
- Exceptional customer service skills in a contact center environment.
- Strong problem-solving and analytical skills to resolve customer issues.
- Effective communication skills for internal and external customer relations.
- Excellent organizational and time management skills.
- Basic to complex mathematics proficiency using a calculator or computer.
- Experience with order pulling and assisting at a will call counter.
Nice-to-haves
- Experience in a sales environment.
- Familiarity with product application issues.
- Knowledge of inventory management systems.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Paid time off
- Life insurance
