What are the responsibilities and job description for the Sales Specialist position at Nan McKay & Associates?
RESPONSIBILITIES
Under direction of the sales manager, the Sales Specialist (“SS”) will be the initial and primary contact for all Nan McKay & Associates’ (“NMA”) post-sales clients. The SS will be responsible for all email sent to the sales@nanmckay.com email address. As well as the 800 telephone lines posted to all NMA client communications for customer service. The SS will enter all customer service issues into NMA’s Customer Relationship Management (“CRM”) system. Typical post-sales support includes order tracking, and answer-fetching.
Additionally, as secondary responsibilities, the SS will support NMA’s online training component through the administration of our online system. This includes setting users up in the web-based system, providing access to online users, and running various reports as scheduled.
POSITION CHARACTERISTICS
The primary emphasis for this position is excellent customer service with and through regular contact with customers, both over the telephone and via electronic communications; often where the customer may have complex problems or be in situations where the atmosphere is strained.
Duties for this position are performed on the basis of the following principles:
Service focus should be on results which add value to customers (both internal and external); patience and politeness are to be used in all instances of customer interaction. The SS will maintain ownership of all customer service issues, only closing the case when the client has accepted the outcome, or when the operations manager deems the matter is concluded.
All abilities and company knowledge are expected to be continuously improved over time.
EXAMPLES OF DUTIES
- Answering and returning all incoming, calls to the sales number, email and voice mailbox;
- Replying to all sales emails;
- Entering all customer service issues into the Dynamics CRM;
- Escalates difficult cases as appropriate;
- Communicates with other NMA departments, employees, and systems in order to provide appropriate answers to customer questions;
- Outbound calls;
- Performs other duties as required.
QUALIFICATIONS
Minimum Qualifications:
Equivalent to graduation from high school and two (2) years of general clerical experience which has included extensive customer service and interaction, including complaint resolution.
Desirable Qualifications:
College level courses in general business subjects such as business practices, business accounting, information technology, project management and related subjects are highly desirable. Successful completion of classes in Customer Service Dispute/Conflict Resolution is desirable.
Note: The level and scope of the knowledge and skills listed below are related to job duties as defined under Position Characteristics.
Knowledge of:
- Correct English usage, including spelling, grammar and punctuation;
- Standard office management practices and procedures, business letter writing, standard format for typed materials, design of filing systems and the operation of standard and computer systems;
- Thorough knowledge of customer service and sales;
- Microsoft Office suite (Outlook, Excel, Word, PowerPoint);
- Basic business operations, business ethics, basic arithmetic and data review and reconciliation techniques;
- Use of conflict resolution, problem solving and mediation techniques.
- Knowledge of Dynamics, Sharepoint, and/or Great Plains a plus.
Skill in:
- Effectively and tactfully soliciting information and responding to the need for information and assistance for both internal and external customers;
- Communicating effectively, both verbally and in writing; organizing and with others in developing customer service protocols;
- Establishing, organizing and maintaining record keeping systems;
- Organizing and prioritizing work to meet deadlines, and dealing tactfully and effectively with both internal and external clients;
- Using initiative and sound independent judgment within established guidelines;
- Prioritizing work; and
- Establishing and maintaining productive working relationships with those contacted in the course of the work.
Responsible for these Regular Reports:
- Annual report of customer service issues and time to resolution;
- Quarterly report of customer service issues and time to resolution;
- Quarterly report of departmental training plan status;
- Quarterly recommendations for improvement to customer service and departmental processes;
- Quarterly vacation schedule;
- Monthly review of telephone logs for number of incoming and outgoing calls, with average call durations;
- Monthly report of customer service issues and time to resolution; and
- Daily report of all open customer service cases.
M-F 8-5PM
Temporary covering for a leave of absence