2019/04/11
Customer Service and Sales Support
PROVIDE MAXIMUM VALUE TO THE COMPANY BY:
- Collating orders for USA and Canadian sale reps.
- Processing purchase orders
- Providing Line Haul support
- Coordinating and managing demonstration inventory
- Managing CRM software updates
COLLATE ORDERS FOR USA/CANADIAN SALES BY:
- Examining quotes for accuracy I.e. Quantities and Part numbers
- Ensuring all shipping costs, electrical approval and/or training are included with each order, as required
- Checking inventory for product availability and pricing
- Ensuring that shipping and billing addresses are correct
- Sending order confirmations and sale terms and conditions to clients along with delivery date confirmations
- Sending emails to shipping department to release orders when all equipment is available
- Updating client information in the accounting system including contact people, addresses, phone numbers, cell numbers and fax numbers
- Processing order packages and sending to accounting for invoicing
- Providing sales department staff, customer service and clients with accurate delivery dates in order to meet deadlines
- Coordinating all aspects of a sale, from quoting to invoicing
- Coordinating projects with internal departments I.e. Purchasing, Accounting, Service and Shipping
- Regularly communicating and updating General Manager and Sales Representatives
- Liaising with clients regarding confirmed jobs, pending jobs and jobs in progress
PROCESS PURCHASE ORDERS BY:
- Organizing and processing purchase orders for US and Canadian sales staff for drop shipments, custom orders and stock orders, as instructed by the Distribution Centre Manager
- Tracking incoming shipments against purchase orders for accurate delivery dates
- Advising sales representatives when orders can be shipped following receipt of confirmation or of product
- Updating ERP system with ETAs according to vendor changes
- Following-up with vendors on all back-order items
- Orchestrating overseas shipments and drop shipments by obtaining necessary paperwork from custom brokers
- Tracking overseas shipments and communicating arrival dates to shipping and tech support staff for repairs or electrical approval
- Order literature from vendors for tradeshow staff based on show requirements
LINE HAUL SUPPORT BY:
- Coordinating necessary paperwork to bring up shipments from RAF
- Coordinating with shipping department to receive and distribute inventory between stock and RMA
COORDINATE ALL DEMO INVENTORY BY:
- Qualifing needs and urgencies of demonstration requirements and using designated inventory to organize demonstrations for shipment to clients
- Keeping track of inventory and organizing the return of demonstration gear and RMAs for returns
- Processing credits to have inventory returned to correct warehouse
- Working with technical support team to have demonstration kits prepared for inventory, based on Managing Directors approval
- Issuing purchase orders for items required to make up the demonstration kits
- Getting approvals from VP of Operations for all non-kitted items or special request demonstrations clients
- Organizing returns of demonstration gear from warehouses
- Assisting with reconciling sales representativesâ?? warehouses at year-end inventory
COORDINATE ALL DEMO INVENTORY BY:
- Assisting VP of Business Development and VP of Finance with setting up and maintaining CRM (Salesforce)
REQUIRED SKILLS AND ABILITIES:
- Excellent oral and written communication skills
- Excellent telephone manner
- Detail-oriented with excellent organizational skills
- MS Office and MS Outlook (or similar)
- Professional work ethic
- Strong understanding of database concepts
- Ability to multitask, prioritize and meet tight deadlines
- Comfortable working in a fast-paced business environment
- Ability to work well independently or as part of a team
- Experience in customer service and building client relationships
- Spanish language skills would be an asset
- Experience with Business Vision would be an asset
EDUCATION AND WORK EXPERIENCE:
- Minimum of 2 years of related experience and/or training in sales or customer service
- Marketing experience would be an asset
ADDITIONAL SKILLS:
- Ability to read and interpret documents such as sales orders, invoices, packing slips, purchase orders, quotations, operating instructions, safety rules and procedure manuals
- Ability to write professional email and traditional letter correspondence
- Ability to communicate effectively with all levels of staff, including co-workers, Managers, Directors and clients
- Ability to apply sound judgment and understanding to carry out instructions furnished in written, oral and diagram form
- Ability to deal with problems involving highly complex and varied tasks requiring independent knowledge applied in a variety of situations
- Comfortable with occasional stressful deadlines and multiple tasks during peak or rushed periods
