Sales Representative

Inside Sales Representative

We are seeking a dynamic and driven Inside Sales Representative (ISR) who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences. This role requires a strong sense of urgency, a consultative approach to customer interactions, and a focus on identifying and delivering tailored solutions that drive customer satisfaction and business growth.

In this role you will:

• Respond promptly and efficiently to customer inquiries and concerns through various channels, including phone, email, and chat.
• Demonstrate a strong sense of urgency in resolving customer issues and addressing immediate needs. Prioritize tasks effectively to ensure timely resolution and customer satisfaction.
• Actively listen to customers to understand their unique needs, challenges, and goals, going beyond the surface to uncover underlying motivations and pain points.
• Apply a consultative sales approach, asking insightful, open-ended questions to gather comprehensive information and provide expert advice and recommendations.
• Accurately process all customer requests including orders, return material authorizations and credit requests in the appropriate database.
• Identify and propose customized solutions that address customer challenges and deliver measurable value, aligning offerings with their specific business objectives or personal needs.
• Guide customers through the process of selecting and utilizing products or services, educating them on features and benefits that align with their goals.
• Handle customer complaints with empathy and professionalism, de-escalating tense situations and striving for positive resolutions.
• Collaborate effectively with internal teams and departments to resolve complex issues and ensure a seamless customer experience.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Proactively identify opportunities for upselling or cross-selling products and services when appropriate, always with a focus on adding value for the customer.
• Stay up-to-date on product knowledge, industry trends, and company policies to provide the most accurate and relevant information.
• Contribute to a positive and collaborative team environment, fostering open communication and knowledge sharing.

Qualifications

Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution, or equivalent experience.
• Minimum of 1-3 years of customer service or customer support experience, preferably in a role with a solutions-focused or consultative selling component.
• Proven ability to manage a high volume of customer interactions efficiently and effectively.
• Exceptional communication skills, both verbal and written, with the ability to convey information clearly and concisely.
• Strong active listening skills to understand customer needs thoroughly.
• Excellent problem-solving and critical thinking abilities, with a focus on finding practical and effective solutions.
• Demonstrated sense of urgency and ability to prioritize tasks in a fast-paced environment.
• Experience using CRM software and other customer service tools.
• Adaptability and willingness to learn new products, services, and processes.
• Empathy and a genuine desire to help customers, building rapport and trust.
• Experience working in a mechanical or industrial related industry
• Good mechanical aptitude to understand product applications at the end-user level

Preferred Qualifications:

• ERP experience, specifically Microsoft D365
• 3 years inside sales or customer service experience.
• Experience in the waterworks industries.
• Experience with AWWA valves and/or ductile iron pipe and fittings.