Customer Service Representative Inside Sales Representative

About This Role

The Customer Service Representative and Inside Sales Representative sells the organization's products and services to prospective and established customers. This role involves handling customer needs through various channels, answering questions, creating solutions, and ensuring a smooth sales process, while also meeting established sales quotas.

Responsibilities

• Help the Division deliver on its sales, including new business, by maintaining accounts through active communication of new product launches, services, supplies, and new product sales or discounts via outbound calls
• Provide excellent customer service via face-to-face interactions, phone calls, and emails
• Execute all aspects of the sales function, including order processing, purchase orders, payment processing, quotes, and delivery dates, ensuring accuracy of information entered to guarantee correct item(s) are ordered
• Recommend alternate products based on cost, availability, or specifications as needed
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed
• Coordinate with manufacturing, sales, distribution, and vendors regarding shipments
• Generate new and repeat sales by providing product and technical information in a timely manner
• Educate customers about product terminology, features, and benefits to improve sales and customer satisfaction
• Provide accurate information regarding availability of in-stock items
• Assist customers with warranties and returns
• Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies
• Coordinate problem resolution with appropriate departments
• Train new customer service and inside sales representatives
• Periodically reach out to customers to determine satisfaction with the organization, products, and services
• Maintain records and prepare reports on sales activities
• Expand knowledge of HVAC products and keep current with latest trends within the industry
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible
• Understand and follow work instructions, operating procedures, and company policies
• Participate in additional projects/activities to support ongoing business needs

Requirements

• Extensive knowledge of HVAC equipment/products is required
• General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of database applications
• Effective and high-quality Customer Service/Relationship management skills via walk-ins, phone, and email
• Positive, professional attitude, handling difficult customers with ability to diffuse negative situations
• Good phone etiquette and email etiquette
• Ability to deal with high-volume customer traffic
• Effective verbal skills – must be able to explain fairly technical parts of information clearly
• Written skills – must be able to effectively and timely communicate via email with customers and accurately input orders
• Effective organizational skills and time management skills including ability to prioritize and multi-task
• High level of attention to detail and accuracy
• Ability to establish positive working relationships with internal and external customers and employees
• Ability to use good judgment and strong work ethics and integrity on the job
• Ability to understand and follow procedures, work instructions, and company policies
• 1-3+ years of progressive sales experience
• High School diploma or GED equivalent
• Legally authorized for employment in the United States

Nice to have:

• 1-3+ years in the HVAC industry preferred
• Some college preferred
• HVAC certification preferred

Benefits

• Benefits are effective on day one for all full-time direct hires
• Training programs are available to help guide team members and develop new skills
• Growth opportunities
• Part of a Global Company backed by Daikin Industries, Ltd.

About the Company

Daikin Comfort Technologies Distribution, Inc. is seeking a professional, skilled individual for its branch operations group.