Inside Sales Support Specialist – Houston, TX

Job Objective: To support Commercial Sales Managers (CAM), for effective customer on-boarding of new customer, servicing of existing accounts, maintaining long-term customer relationships, growing share of wallet and providing outstanding customer service.

Essential Duties and Responsibilities: In addition to the essential job functions described below, all associates will perform duties as requested by management. Assigned responsibilities and duties may vary based upon location size and operation. This is primarily an inside office-based role, limited in-market travel, aside from sponsored Regional/National meetings, or special “infield projects” requiring assistance in the field.

Customer Relations

• Partner with Commercial Sales Managers to manage assigned accounts and extend the reach of the field sales organization across all channels or designated segments (e.g., Industrial — IG2M).
• Execute day-to-day account management activities including inventory assessments, upselling, shareofwallet expansion, new product introductions, customer onboarding, equipment coordination, AR support, pricing collaboration, operational issue resolution, and billing support.
• Meet or exceed assigned sales and profitability targets for new and existing accounts through proactive shareofwallet growth strategies.
• Monitor and respond to customer inquiries through a shared communications inbox for assigned accounts..
• Support a minimum of three (3) or more Field Sales representatives.
• Establish and maintain a consistent customer call cadence for accounts assigned to supported CAMs..
• Drive lead generation efforts and conduct proactive outbound calls to existing customers on behalf of supported CAMs.
• Maintain accurate and uptodate sales pipeline data for all supported CAMs.
• Deliver yearoveryear doubledigit growth across the supported book of business.
• Proactively reengage lowvolume and lowtouch customers to increase activity and account penetration.
• Ensure timely and accurate followup with customers regarding orders, inquiries, and open issues.
• Develop and manage customer quotes using CPQ tools in partnership with CAMs.
• Complete all required vendor and RelaDyne training programs on a monthly basis.
• Adhere to and perform against the established Sales Support KPI framework.
• Support customer enrollment in promotions, programs, and pricing initiatives

Leadership

• Ensure customer satisfaction
• Promote company capabilities & CVP for share of wallet to customers
• Promote Marketing promotions and programs to customers
• Develop and maintain vendor relations
• Explain company policies and procedures (warranty information, collections policy, return goods policy,liaison for collections as required, etc.)
• Address and resolve customer complaints in a timely basis
• Assist in development of Annual Account Plans to include the sales budget for customer list
• Monitor sales trends and product performance results
• Continually enhance sales skills becoming a resource for customers

Other

• Maintain communication with management with regards to pricing issues in the marketplace
• Maintain communication with supported field sales representatives and management
• Ensure customer account information is accurate in the system
• Provide support and feedback to Operations re; inventory and shipping issues
• Provide support and feedback to Credit Department as it relates to customer accounts
• Review trial balance with Credit Manager monthly
• Always represent the company in a professional manner ensuring quality customer service
• Abide by all policies, rules, and regulations of the company including all applicable safety rules, regulations and procedures
• Support corporate programs, goals & initiatives of the company
• Work overtime as needed
• Perform the essential duties and responsibilities listed in this job description in a manner that would not endanger the health or safety of the employee, other employees, customers, or members of the public

Knowledge, Skills, and Abilities:

• Customer service skills
• Sales skills
• Capable of analyzing issues and developing solutions
• Ability to be creative and innovative
• Excellent communication skills (oral and written)
• Interpersonal skills
• Judgement and decision-making ability
• Listening skills
• Organization and time management skills
• Product knowledge
• Vendor knowledge
• Understand how to interpret reports analysis, channel products, and customers

Performance Measurements:

• Growth of existing account sales and gross profit
• Accounts Receivable status acceptable
• Credits written in timely manner as indicated in Outside Sales Compensation Plan
• Customer feedback
• Sales of strategic products
• Inventory management
• Order management accuracy
• Development and ongoing measurement of sales compared to sales budget

Physical Requirements: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

• Vision: minimum vision required to prevent injury from oneself and others
• Hearing: perceiving the nature of sounds with or without correction
• Talking: expressing or exchanging ideas by means of the spoken word
• Lifting small, weighed objects constantly; 20-pound objects frequently and 20–50-pound objects occasionally
• Climbing ladders, stairs and ramps
• Balancing, pushing and pulling
• Crouching, kneeling, reaching and grasping objects
• Walking: move about inside the office and/or branch facilities as well as airport/travel needs
• Sit/Stand: Must be able to remain in a stationary position 50% of the time

Attendance Requirements: Attendance on a regular, consistent basis is mandatory, including arriving at the time as scheduled

Accommodations: Essential functions of this position may include but are not limited to lifting, reaching, bending, stooping, twisting, kneeling, crouching, carrying objects, ascending/descending stairs and commuting to work location. If you are an individual with a disability and need a reasonable accommodation to perform the essential job functions under the Americans with Disability Act (ADA) or other state or federal law, you may request the accommodation.