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Customer Service
Customer Service
Inside Sales | Customer Service

Overview: The inside sales/customer service representative will work cooperatively with outside sales and other members of the distribution team to grow existing customers, create new customers and meet or exceed monthly sales quotas at the appropriate gross margin while increasing customer satisfaction.


Duties and Responsibilities:

  • Generate new and repeat sales by providing product and order information in a timely manner.

  • Determine customer requirements and expectations in order to recommend specific products and solutions.

  • Recommend alternate products based on cost, availability or specifications.

  • Present price, credit and terms in accordance with standard procedures and customers’ profitability profiles.

  • Accurately process customer transactions such as orders, quotes or returns.

  • Provide accurate information regarding availability of in-stock items.

  • Obtain accurate information from vendors relating to shipment dates and expected date of delivery.

  • Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability.

  • Increase sales and average order size by means of cross-selling, up-selling, add-on sales and offering promotional sale items.

  • Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction.

  • Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.

  • Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.

  • Fill requests for catalogs, information or samples.

  • Remain current on consumer preferences, changes in local codes and product developments by attending sales meetings, vendor training and trade shows, or reading trade journals.

  • Setup and maintain customer files.

  • Identify trends in customer satisfaction or dissatisfaction

  • Manage time effectively, meet personal goals and work effectively with other members of the sales and production teams.

  • Maintain proficiency in using personal computer, data entry terminal and other common office equipment and software.

  • Follow company policies and procedures.

  • Present a professional image at all times to customers and vendors.

  • Perform other duties as assigned.


Skills and Qualifications:

  • Outstanding communications skills both oral and written.

  • Ability to effectively communicate and interface with peers as well as executive level management.

  • Ability to work well under pressure.

  • Excellent organizational skills, able to set priorities, and responsive to customer requests.

  • Demonstrated ability to execute results against strategy and meet critical deadlines.

  • Demonstrates business knowledge, perspective and ethical behavior.

  • Highly self-motivated and enthusiastic.

  • Knowledge/experience in Ad Specialties, Screen Print, Embroidery, or Printing Industries preferred.

  • Strong computer skills in Microsoft Outlook, Word, Excel, and PowerPoint.

  • Knowledge of Adobe Illustrator and Adobe Photoshop preferred.

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