Position : Customer Service / Inside Sales Specialist (Bilingual)

Department : Customer Service

Reports To : Customer Service Manager

Overview :

The Inside Sales Specialist is a hybrid role combining the responsibilities of a Customer Service Representative and a Sales Representative. This position enhances customer satisfaction and drives sales growth through proactive client engagement, data management, effective communication, and seamless customer service.

Client Experience Responsibilities :

• Customer Inquiries and Order Processing:
  • Handle customer inquiries, quotes, order processing, expediting, and returns.
  • Source parts and assist in generating sales.
• Product Knowledge:
  • Maintain in-depth knowledge of our products and services.
  • Communicate product benefits and features effectively to customers.
• Proactive Notifications:
  • Ensure clients receive timely updates regarding their orders, including shipment schedules and any potential delays.
  • Provide regular status updates to keep clients informed and engaged.
• Backorder Management:
  • Monitor and manage backorder situations, promptly informing clients of any delays.
  • Coordinate with supply chain and inventory teams to resolve backorder issues efficiently.
• Open Order Reports:
  • Generate and review open order reports regularly.
  • Communicate any outstanding orders or potential issues to clients to set realistic expectations.
• Customer Salesforce (SF) Data Management:
  • Maintain and update customer information within Salesforce (SF) to ensure data accuracy.
  • Oversee data integrity and manage any discrepancies promptly.
  • Review Salesforce data weekly to identify and address any quality assurance issues or complaints.
  • Generate and analyze reports to ensure high service standards are met.
• Customer Relationship Building:
  • Develop and maintain strong relationships with existing customers.
  • Understand customer needs and provide tailored solutions to meet those needs.
  • Create new business opportunities while supporting and strengthening relationships with current customers.

Inside Sales Responsibilities :

• Customer Interaction:
• Sales Collaboration:
  • Work closely with the sales team for new product launches and updates.
  • Communicate new product information and relevant notifications to clients promptly.
  • Collaborate with Sales Representatives to develop and implement selling strategies to achieve budgeted goals.
• Sales Process Management:
  • Use CRM software to track sales activities, opportunities, and customer interactions.
  • Generate sales reports and provide insights on sales performance.
  • Analyze customer feedback and market trends to improve sales strategies.