Inside Sales & Customer Service Representative

Job DetailsJob Location: Youngstown Manufacturing Headquarters - Youngstown, OH 44515Summary:   Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, customer supply chain & forecasting support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.

Essential Duties and Responsibilities Includes the following:

Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
Identify and assess customers’ needs to achieve satisfaction
Strong verbal, written communication and presentation skills
Operate as the lead point of contact for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Pricing administration activities to include but not limited to price book data entry, price monitoring, pricing updates, tiered level pricing by segment, reporting
Work with Procurement and Engineering as needed on requotes
Manage Customer Supply Chain Management, stocking requirements & forecasting reviews
Assist Engineering to maintain current drawing specifications on file, item description management
Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
Actively reach out to customer base, setting goals for targeted contact schedules and outbound calling campaigns
Manage specific account sales activities and customer concerns, engage as needed where Regional Sales Representative is not assigned
Lead contact on designated C & D accounts

QualificationsQualification Requirements: 

                Education and/or Experience: 

College education (associate’s degree, Bachelors preferred) recommended but not required
2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
Supply Chain Management, forecasting, stocking program experience preferred        
Strong written and verbal communication skills
Track record of over-achieving quota and excellent teamwork skills

MS Office & Mathematical Skills:  

Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred
Experience using Excel preferred
Basic math and writing/grammatical skills and capabilities

                Reasoning Ability:     

Customer orientation and ability to adapt/respond to different types of characters
Flexible, patient, empathetic to customer issues and situations
Strong capability in reasoning and managing customer issues, and thinking through opportunities to upsell and cross-sell Hynes products and services that are the best fit for both the customer and Hynes       

Physical Requirements:   

Office environment, and may require extended periods of sitting, computer entry and phone call management

Work Environment:

Ability to work in a fast-paced environment while multi-tasking and keeping a positive attitude

Additional Skills/or Abilities:

Strong phone contact handling skills and active listening
Familiarity with CRM and ERP systems and practice
Ability to multi-task, prioritize and manage time efficiently
Effectively think outside of the box to improve processes and procedures

Competencies:

Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly.
Able to learn and properly apply new job-related information in a timely manner.  Has the ability to absorb and comprehend job related information from formal training and other formal and informal learning experiences.
Interact with others in a way that gives them confidence in one’s motives and representations and those of the organization.  Is seen as direct and truthful; keeps confidences, promises, and commitments.
Builds constructive working relationships with customers and others to meet mutual goals and objectives.  Behave professionally and supportively when working with individuals from a variety of ethnic, social and educational backgrounds.
Makes customers and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations
Acts without being asked or required to; achieves goals beyond job requirements; being proactive; taking prompt action to accomplish objectives
Organizes work, sets priorities and determines resource requirements; determines necessary sequence of activities needed to achieve goals
Monitors and checks work to meet quality standard; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy
Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization
Participates as an active and contributing member of a team to achieve team goals.  Work cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments
Sets high standard and well-defined, realistic goals for oneself; displays a high level of effort and commitment towards completing assignments in a timely manner; work s with minimal supervision; is motivated to achieve