Description

Organization Responsibilities

Primary Functions

• Inside sales: Answering incoming calls, processing customer orders and requests for information i.e., billing questions, product and technical information, pricing, complaints and problem solving.
• Customer contact and coordination with outside sales personnel.
• Coordination with the shipping and receiving departments.
• Performs proper and efficient office procedures as established by Company guidelines and standards.
• Help and assist your Manager, other employees, or any customer with
• needs relating to your job in a helpful, polite and friendly manner.

Report To: Office Manager and/or District Manager 

Coordinates With: 

• Plant Manager
• Sales Representatives
• Headquarters
• Other Districts
• Other Office/Customer Service Personnel

Supervision Required

Daily supervision and ongoing communication and direction should be anticipated. The level of supervision will vary depending on level of performance, the experience of the individual, the requirements of special programs, and office and market conditions. Every team member is expected to learn his/her job sufficiently to perform duties productively without constant supervision.

Specific Responsibilities

• Inside Sales and Customer Service 
• Receives incoming calls and processes customer orders.
• Customer contact and inside sales (immediate call-back to customers on any service deviation).
• Handle requests for information and resolve complaints.
• Performs various office functions and secretarial duties.
• Coordinates customer contacts with outside sales representatives.
• Attend to needs of visitors.
• Maintenance of customer files (computer and manual).
• Credit and collection calls.
• Answering the telephone and assisting callers in a helpful, polite, and friendly manner. Direct phone messages.
• Prepares Bills of Lading and shipping documents.
• Inspects all reports, invoices, shipping papers, and checks for accuracy.
• Insures all Bills of Lading and invoices are accounted for - all discrepancies investigated.
• Prepares type-written forms and correspondence.
• Responsible for computer data entry and file maintenance.
• File maintenance, report binding and organizing.
• Provides Management with timely and accurate reports, documents.
• Maintains order and neatness within office facilities.
• Responsible for balancing cash receipts, daily deposits, and daily paperwork.
• Coordinates daily bookkeeping procedures with Headquarters.
• Conducts credit checks and collection attempts on customers within Company guidelines and policies.
• Participates in month-end procedures, physical inventory count, and variance investigation.
• Provides Management and Field Sales with information on such matters as customer activity and complaints, competitive activity, sales opportunities, products and suppliers, office expenditures.
• Identify areas for improvement of office operations, facilities, systems or procedures to the Manager.

Other Responsibilities

• Inform your Manager of any peculiarities with customers, suppliers, products, office methods, equipment, etc., so we can remedy the situation.
• Keep open lines of communication with others - develop a spirit of teamwork.
• Continuous education and training. Learn all you can about our products, service, and procedures. Your job will become more interesting and you will be better prepared to handle most situations.
• Always be prepared to fill in for someone else in the event of absence, workload, or job realignment.

Authority Level

• Authority is limited in terms of dealings with non-approved customers, vendors, credit, and capital expenditures.

Qualifications

 Education Background 

High school graduate. College helpful or equivalent experience. 

Courses in general business, computers, bookkeeping, office procedures, and human relations are helpful.

Experience

Related work experience in office, customer service, with exposure to sales, purchasing, computer operations, and

secretarial skills. Product/applications knowledge helpful.

Skills

Must be able to demonstrate capabilities in the following areas: 

• Ability to work well with others.
• Sales and customer relations skills.
• Written and verbal communication skills.
• Human relations skills.
• Basic accounting and recordkeeping skills.
• Computer operations skills.
• Typing skills.
• Office procedure skills.
• Planning and organizing skills
• Credit and collection skills.
• Product knowledge and applications

Performance Measurement

Several factors will be used to evaluate performance as follows:

• Efficient and productive general office operations.
• Inside sales success.
• Accounts receivable collections success.
• Feedback from customers.
• Feedback from employees