Inside Sales and Customer Experience Associate

Customer Service Highland Park, Illinois


Description

Position at Autocar Parts, LLC

 

Summary

 

This position is customer focused and deals with processing customer orders, resolving inquires on credits/returns/warranties by facilitating these requests through the appropriate channels, up-selling/cross selling customers, and serving as an inside sales support acct manager for your designated region. 

 

Key Outcomes

 

The Inside Sales/Customer Service Representative will be responsible for developing new leads, communicating with customers, understanding their needs, and ensuring a smooth sales process, front line phone coverage and processing orders received by phone and through email/ticketing system. You should be able to close sales, meet targets and manage workload received through call center.

 

Essential Duties & Responsibilities and Est. % of Time Spent on Each

                      Communicating with customers through inbound and outbound calls

                      Making outbound calls to potential customers and following up on leads.

                      Understanding customers' needs and identifying sales opportunities.

                      Answering potential customers' questions and sending additional information per email.

                      Order processing

                      Keeping up with product and service information and updates.

                      Creating and maintaining a database of current and potential customers.

                      Explaining and demonstrating features of products and services.

                      Staying informed about competing products and services.

                      Upselling products and services.

                      Researching and qualifying new leads.

                      Closing sales and achieving sales targets

 

Position Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                      Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree strongly preferred.

                      Excellent phone and cold calling skills.

                      Desire to provide the best possible experience for our customers.

                      Thrive in a fast-paced environment with coaching support.

                      Dedicated to excellent attendance.

                      Emotional Intelligence, especially with its application

                      Previous experience with adapting in a growing and changing environment

                      Good interpersonal skills

                      Analytical capacity and problem-solving skills

                      Displays team player characteristics

                      Organizing skills with ability to multi-task

                      Results oriented with solid follow-up skills

                      Possesses a strong desire to learn

                      Detail oriented, able to manage priorities and self-motivated

                      Ability to develop strong working relationships with customers

                      Exhibits solid business acumen

                      Strong Microsoft Excel and Word skills Exceptional customer service skills.

                      Strong listening and sales skills.

                      Ability to achieve targets.

                      Core hours of Monday - Friday, XXXX to XXXX

 

 

Key Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Required Education, Certification, Training

To perform the job successfully, an individual should have or obtain the following education, certification or training:

  • Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree strongly preferred

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 the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.