Job Description

Position

Inside Sales Representative

Location

Birmingham, AL

Directly reports to

Customer Experience Manager

Position Summary

We are seeking a dynamic and driven Inside Sales Representative (ISR) who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences. This role requires a strong sense of urgency, a consultative approach to customer interactions, and a focus on identifying and delivering tailored solutions that drive customer satisfaction and business growth.

In this role you will:

• Respond promptly and efficiently to customer inquiries and concerns through various channels, including phone, email, and chat.
• Demonstrate a strong sense of urgency in resolving customer issues and addressing immediate needs. Prioritize tasks effectively to ensure timely resolution and customer satisfaction.
• Actively listen to customers to understand their unique needs, challenges, and goals, going beyond the surface to uncover underlying motivations and pain points.
• Apply a consultative sales approach, asking insightful, open-ended questions to gather comprehensive information and provide expert advice and recommendations.
• Accurately process all customer requests including orders, return material authorizations and credit requests in the appropriate database.
• Identify and propose customized solutions that address customer challenges and deliver measurable value, aligning offerings with their specific business objectives or personal needs.
• Guide customers through the process of selecting and utilizing products or services, educating them on features and benefits that align with their goals.
• Handle customer complaints with empathy and professionalism, de-escalating tense situations and striving for positive resolutions.
• Collaborate effectively with internal teams and departments to resolve complex issues and ensure a seamless customer experience.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Proactively identify opportunities for upselling or cross-selling products and services when appropriate, always with a focus on adding value for the customer.
• Stay up-to-date on product knowledge, industry trends, and company policies to provide the most accurate and relevant information.
• Contribute to a positive and collaborative team environment, fostering open communication and knowledge sharing.

Qualifications

Required (Basic) Qualifications:

• Bachelor’s degree from an accredited institution, or equivalent experience.
• Minimum of 1-3 years of customer service or customer support experience, preferably in a role with a solutions-focused or consultative selling component.
• Proven ability to manage a high volume of customer interactions efficiently and effectively.
• Exceptional communication skills, both verbal and written, with the ability to convey information clearly and concisely.
• Strong active listening skills to understand customer needs thoroughly.
• Excellent problem-solving and critical thinking abilities, with a focus on finding practical and effective solutions.
• Demonstrated sense of urgency and ability to prioritize tasks in a fast-paced environment.
• Experience using CRM software and other customer service tools.
• Adaptability and willingness to learn new products, services, and processes.
• Empathy and a genuine desire to help customers, building rapport and trust.
• Experience working in a mechanical or industrial related industry
• Good mechanical aptitude to understand product applications at the end-user level

Preferred Qualifications:

• ERP experience, specifically Microsoft D365
• 3 years inside sales or customer service experience.
• Experience in the waterworks industries.
• Experience with AWWA valves and/or ductile iron pipe and fittings.

Additional Information

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

McWane is a Federal VEVRAA contractor and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA - gender identity or expression, and genetic information) or any other category protected by federal, state or local law.

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. McWane Plant & Industrial. is an EEO/AA employer M/F/D/V. It is the Company's policy to provide equal opportunity for all qualified persons and to prohibit discrimination on the basis of race, color, sex, national origin, religion, age, disability, marital status, sexual orientation, gender identity, citizenship status, or any other legally protected status. We maintain a drug-free workplace and reserve the right to perform substance abuse testing as needed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.