National Sales Associate

The West Music National Business Unit primarily works with Elementary General Music teachers in all 50 states and multiple countries, as well as with individual, educational, and other customer types with a focus on the classroom instruments and methods found in the elementary classroom, such as Orff Schulwerk instruments and materials, World Drums, recorders, general classroom print materials, ukuleles, and more.

By handling inbound calls, emails, click to chat and other communication methods, the National Sales Associate role is to provide quality, professional product, sales quote, and sales order information that consistently meets or exceeds West Music’s standards of excellence and customer expectations. As the first interaction many customers will have with West Music, the National Sales Associate is critical to West Music’s success.

Essential Duties and Responsibilities include but are not limited to the following. Other duties may be assigned as business needs dictate: 

• Responsible for meeting sales goals for the National division.
  • Answers incoming calls from unassigned customers, assesses customer needs, and proactively provides product solutions including suggestive selling of additional or complementary items to our customers.
  • Communicates with customers by telephone, fax, web ordering platforms, or email to provide information about products and  services, prepares sales quotes, receives and/or enters orders, modifies customer information, and responds to customer questions and concerns. 
  • Generates new and repeat sales by providing product, promotional, and technical information in a timely manner utilizing email, voice, online chat, assigned social media, and other communication methods.
  • Leverages and maintains CRM data and information to manage leads, opportunities, deals, and follow up.
  • Modifies and keeps detailed and accurate records of all customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Proactively suggests add on items, up-sells the customer, suggests alternative products based on cost, availability, and/or specifications, and cross-sells based on customer needs.
  • Advises customers of current promotions.
  • Follows West Music Sales Process and regularly works with supervisor to determine goals, close ratio, follow-up needs, and more.
  • Partners with Customer Service to resolve account issues.
• Coordinates with other departments when necessary to ensure positive customer experiences.
• Assists as needed with convention and workshop staffing.
• Other related duties as assigned

Education, Experience & Qualifications 

Desired Qualifications

• 6 months – 1 year sales experience. Experience may include telephone or face to face sales of any product or service.
• Knowledge of elementary classroom musical instruments and materials and/or concert and marching percussion
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

Key competencies:

• Relationship Sales Focus– demonstrates a personal commitment to delivering high quality, professional, responsive service to customers and co-workers
• Communication – shares and receives information using clear oral, written, and interpersonal skills. Demonstrates active listening with co-workers and customers to achieve results.
• Team Player/Collaborative – collaborates with fellow associates to achieve West Music goals. Recognizes and shows respect for the strengths and contributions of others with the ability to develop effective working relationships with co-workers. 
• Results oriented – a "can-do" attitude with a desire to take on an increasing level of responsibility and a drive to meet project deadlines.
• Adaptable – thrives in a fast-paced environment; responds positively to evolving priorities or work assignments; open to feedback. 

Physical Demands – 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is occasionally required to stand and walk. The employee is frequently required to sit. Will use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms. The employee must infrequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

West Music is an equal opportunity, equal access employer committed to a diverse workforce. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.