Customer Service Rep
JOB PURPOSE:
The Sales Representative is the primary interface between current and potential customers and Overhead Door. This position encompasses aspects of marketing, sales, promotions, public relations, and customer service as it relates to ensuring positive customer relationships and superior customer service.
The scope of responsibilities of the Sales Representative includes responding to prospect phone inquiries, providing job estimates (service, re-models, and installations), verifying required materials for jobs, promoting additional features and accessories, as appropriate, and generally representing the company to potential and existing customers.
KEY TASKS:
Primary Job Functions:
- Solicit contractors, purchasing agents, homeowners, and architects and promote Overhead Door's products and accessories wherever possible.
- Provide estimates/quotes for work when required and refer to the Division Manager for scheduling.
- Act as primary interface for customer questions or complaints.
- Review phone orders and check for accuracy of material requirements.
- Ensure all scheduled work is performed to the customer's satisfaction and resolve any issues or problems.
Secondary Job Functions:
- Assisting customers by performing minor adjustments or repairs when appropriate.
- Educating customer relative to product and accessory fit to particular needs.
- Assisting with inside counter sales when appropriate.
- Providing appropriate service and maintenance of company vehicle, per company policies.
- Retaining an appropriate level of product knowledge for products offered.
- Attend manufacturer's product training meetings, as required.
- Attending company safety meetings, as required.
- Other duties as assigned.
Services and Products Supplied:
- Provides estimates for residential and commercial customers.
- Acts as primary interface to prospects and customers.
- Provides work order and estimate verification for requested work.
- Acts as primary liaison to ensure accuracy and quality of work performed through personal inspection.
Targets and Performance:
- Performance against objectives established, including sales and profitability.
- Responsiveness to customer needs and overall customer satisfaction.
- Quality of relationships with commercial and residential customers, contractors and purchasing agents.
- Level of product and process knowledge.
- Conformance to safety and regulatory requirements and regulations.
- Rapport and attitude with fellow employees.
- Responsiveness to management initiatives and plans for improvement.
Internal Suppliers and Customers:
- Daily contact with Service Technicians/Installers.
- Daily contact with warehouse personnel.
- Periodic contact with Owners.
External Suppliers and Customers:
- Daily contact with customers.
- Periodic contact with walk-in prospects and customers.
- Periodic contact with outside material and parts suppliers.
Core Competencies:
- Ability to plan, organize, and execute the daily activities required by sales, as well as the ancillary requirements described in the job description above.
- Ability to think strategically and assist in producing business goals and objectives required in the business planning process.
- Ability to treat suppliers and customers with decency and respect and to control personal emotions in confrontational situations.
- Ability to handle stress in a reasonable and effective manner.
- Ability to manage conflict and provide direction to employees in cases of uncertainty or conflict.
- Ability to maintain a positive outlook and attitude with respect to fellow employees and the management team.
Warehouse Personnel General maintenance of our warehouse. Responsibilities include loading and unloading, shipping and receiving, forklift operation, order pulling, packing and stocking. Only dependable team players with clean drivers license, a positive work history and great references need apply.
Overhead Door Company of Bangor is an equal opportunity Employer. |
