1. POSITION OBJECTIVE/ DESCRIPTION

The Inside Sales Representative (ISR) serves as a liaison between our Customers and IEF's Planning, Operations and Quality Departments. They focus on developing relationships with and providing support for their customers by advocating for them internally. They manage the day-to-day business, from order acknowledgement through fulfillment, in coordination with their Outside Sales Teammates and act as IEF's advocate to the Customer in resolving scheduling, production and technical issues as they arise. They are responsible for coordinating and driving activity related to ongoing development of new business with our existing and prospective customers to ensure that their territory and the department meets its growth targets.

1. MAJOR AREAS OF ACCOUNTABILITY (describe major functions of this job)

• BUSINESS MANAGEMENT
  • Act as the primary Customer contact regarding business activity related to order entry, status updates, changes, over-short runs, customer request date management and releases.
  • Advocate for the Customer within IEF and to the Customer in resolving technical, quality logistical, scheduling and operational issues that arise in the course of day-to-day business.
• DOCUMENT MANAGEMENT -
  • Prepare and submit required forms related to new accounts creation (NAN), business development (008's / BDO's) and orders (Pre-order Confirmation)
  • Coordinate art approvals for related to new business and going revisions.
  • Review and distribute order acknowledgements.
• DRIVE BUSINESS DEVELOPMENT
  • Respond to customers' request for pricing, product availability, and requests for samples & trial orders.
  • Champion all opportunities (BDO's) for assigned Customers. Plan, guide and manage the work of the team assigned to each Opportunity within the specified timeline. The primary challenge of the role is to identify and break down barriers to progress in order to achieve the project goals within the given constraints in the most expedient manor possible.
  • Manage communications, in conjunction with their Outside Teammate(s) between our organization and the Customer during all phases of the project.
• CUSTOMER SATISFACTON
  • Enter Customer Complaints immediately upon receipt and drive thru to timely resolution by engaging Teammates across the Division and engaging Management as required.
  • Address Invoice & quantity discrepancies in a timely manner.
  • Coordinate the order release process to insure OTD and communicate with IEF Credit /AR department Outside Sales Teammate(s)and Customers as required to address current and ongoing AR issues.
• VALUE CREATION
  • Assist customers in selecting products based on their needs, processes, product specifications and application. Emphasize features and benefit of IEF's products and manufacturing capabilities. Provide hand samples and products literature / data sheets as appropriate.
  • Manage Inventory (Min/Max) & Make-n-Hold programs by working closely with the Customer and the IEF Planning department.
  • Create and distribute Customer specific reports to satisfy their requirement, as well as to assist in IEF's ongoing business management needs.
• Communications
  • Proactively follow up with customers to ensure that they are satisfied with the products and service we provide.
  • Work to preempt issues by immediately addressing questions or concerns regarding production and delivery of current open orders.
  • Work with Customers, Sales teammates and IEF Management to anticipate and avoid supply disruptions related to operational and market conditions.
  • Work in partnership with the Outside Sales Teammate(s)
  • Participate and/or coordinate, internal and external, conference calls and video meetings as required to achieve stated objectives of the position.
• OTHER
  • Other duties as assigned.

1. QUALIFICATIONS

• Prior experience in Inside Sales / Customer Service in a manufacturing / B2B environment is preferred, but not required. NOTE: for the ISR2, minimum experience of 4 years is required.
• Degree or equivalent experience of sufficient length to prove competency in the required skills and qualifications.
• Demonstrated ability to multi-task, prioritize and manage time effectively.
• Ability to work with a dynamic team.
• Good math skills.
• Position requires strong interpersonal skills.
• Ability to remember facts and procedures.
• Ability to work in loud environment.
• Knowledge of Value-Added Selling methods and techniques.
• Strong organizational skills and attention to detail
• Must demonstrate strong written and verbal communication skills.
• Experience in communicating with individuals at multiple levels and across disciplines with the Customer' and our own organization.
• Must possess energy, enthusiasm, the ability to self-motivate and a strong work ethic.
• Ability to understand, communicate and execute process flows.
• A working knowledge of CRM systems preferred.
• Experience with AS400 & web-based ERP / business management systems preferred.
• Proficiency in Microsoft Office Products, with a working knowledge of pivot-tables and reports.