Job Description

SUMMARY The Account Sales Representative maintains current customers and attracts potential customers by answering product and service questions; suggests information about other products and services, and provides customer service and sales assistance to inside and outside departments. They are responsible for managing inbound customer requests, handling customer complaints, selling inbound/outbound products, and providing assistance to scheduling, accounting, sales, and service. They play a key role in maintaining and growing the customer base.

RESPONSIBILITIES

• Manage inbound calls; place orders, check order status, track shipments, and up sell/cross sells products.
• Manage customer accounts within the ERP system by maintaining and updating customer account information and keeping notes within the system.
• Set up new customers in the ERP system.
• Check order statuses and update appropriate person/people if necessary.
• Quote sales prices and check inventories.
• Process product returns for credit, repairs, and warranties.
• Issue, process and close customer returns.
• Work with shipping on back, rush, and error orders.
• Perform outbound calls to customers to provide information on current promotions, increase customer satisfaction and revenue.
• Provide live chat support for website.
• Route rollover calls to appropriate department.
• Maintain focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and make process improvement recommendations to management.

Qualifications

EDUCATION:  High school diploma or equivalent required

EXPERIENCE/SKILLS: 

• Minimum two (2) years experience customer service and/or sales experience
• Prior experience working with an Enterprise Resources Management (ERP) system preferred but not required
• Ability to work effectively independently and in a team environment
• Ability to multi-task and prioritize those tasks
• Excellent customer service skills
• Excellent organizational skills
• Excellent oral and written communication skills
• Excellent problem solving skills
• Proficient with computer knowledge with MS Office (Word, Excel, Outlook, PowerPoint) is preferred.

Additional Information

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.