What are the responsibilities and job description for the Inside Sales Representative position at Fortifi Food Processing Solutions?
Responsibilities
Customer Engagement & Relationship Management
Education & Experience
Customer Engagement & Relationship Management
- Provide exceptional customer service by promptly responding to customer phone calls and emails.
- Communicate directly with customers using an empathetic, consultative approach to understand operational challenges and specific aftermarket needs.
- Develop and maintain long-term relationships with remote customers to strengthen loyalty and mitigate isolated price or delivery concerns.
- Maintain frequent contact with customers in geographically remote locations where in-person visits are not practical.
- Utilize the Nothum Aftermarket Sales Playbook, Fortifi Formula, analytics, and reporting tools to identify customers who have not purchased entitlement parts within the past 12 months.
- Proactively engage targeted customers to understand purchasing gaps and barriers to entitlement parts adoption.
- Identify and document root causes for lost or reduced aftermarket wallet share, including pricing, availability, delivery, or awareness gaps.
- Develop and execute customer-specific strategies to regain entitlement parts wallet share and drive sustainable aftermarket growth.
- Collaborate with Aftermarket Account Managers (AAMs), Sales, and Service team members to understand customer history, equipment usage, and service activity.
- Leverage internal resources to align customer recommendations with equipment requirements and service insights.
- Communicate findings and customer feedback to internal stakeholders to support continuous improvement.
- Synchronize daily work activities with Aftermarket Account Managers in the Eastern & Western Region to maximize part sales & customer service to their full potential.
- Recommend appropriate aftermarket parts or approved substitutions based on customer needs and equipment specifications.
- Accurately generate quotes, pricing, and orders using CRM and ERP systems.
- Apply basic mathematical skills to pricing, discounts, quoting, and order accuracy.
- Ensure timely follow-up on quotes, orders, and customer inquiries to support revenue conversion.
- Utilize CRM and ERP systems to document customer interactions, track opportunities, and maintain accurate records.
- Analyze customer purchasing data to prioritize outreach and support strategic planning.
- Maintain confidentiality of customer, pricing, and company information in accordance with company policy.
- Follow all company policies, procedures, and safety guidelines.
- Maintain a clean, organized, and safe work environment.
- Perform other related duties as assigned to support business needs.
Education & Experience
- High school diploma or equivalent required.
- Preferred: Five (5) or more years of experience in aftermarket parts sales, service, or customer support.
- Strong knowledge of aftermarket parts, preferably within industrial equipment, automotive, or powersports environments, including part interchangeability and technical specifications.
- Customer-focused mindset with the ability to manage a high volume of customer interactions, strategic planning, and issue resolution.
- Proficient in sales techniques, including proactive selling, upselling, and negotiation.
- Technical aptitude to interpret machine drawings and bills of materials (BOMs) and translate customer-provided information into accurate and timely parts and service quotes.
- Excellent written and verbal communication skills for professional interaction via phone, video conference, and email.
- Strong attention to detail with effective organizational and time-management skills.
- Proficiency with CRM/ERP systems, pricing tools, and Microsoft Office applications.
- Ability to follow established policies and procedures consistently.
- This position is primarily office-based and requires regular use of a computer, telephone, and standard office equipment.
- Ability to sit for extended periods and perform repetitive hand and wrist movements.
- Occasional lifting of materials up to 20 pounds may be required.
- Reliable transportation to and from work is required.
- Travel requirements are minimal, estimated at 0–5% as business needs dictate.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.