Inside Sales/Customer Service Representative-Technical

Job Description

Summary

Responsible for professional level technical sales support and/or the selling of goods.  Interacts with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both, and all other duties as assigned. At this level, tasks and assignments tend to be routine, general in nature and duties are performed under general supervision.

Essential Duties and Responsibilities include the following, but not limited to:

• Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services.
• Answer customers' questions about products, prices, availability, or credit terms.
• Quote prices, credit terms, or other bid specifications.
• Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations.
• Provide customer support and education, working with users to identify needs, determine sources of problems, or to provide information on product use.
• Handles inbound sales lead calls to convert calls into sales.
• May assess potential application of company products to meet customer needs.
• May prepare detailed product specifications for the development and implementation of customer applications/solutions.
• May provide follow-up support to company sales staff and customer personnel by disseminating technical information on specific applications.
• Estimates date of delivery to customer, based on knowledge of own firm's inventory, production and delivery schedules.  Under detailed instruction, submits orders for processing.
• Builds and maintains customer relationships.
• Maintains customer records to ensure effective communication company wide.
• Evaluates customer and order eligibility based on ITAR requirements, as applicable.
• Works with internal departments such as engineering, research, and production departments to ensure company commitments to customer are met.
• Works with outside sales representatives to keep account activities and literature up to date.
• Investigates and resolves customer problems with deliveries.
• Applies company policies and procedures to resolve routine issues.
• Follows standard practices and procedures in analyzing situations or data which can be readily obtained.
• Daily availability to include evenings and weekends when necessary to reach goals and deadlines.

Supervisory Responsibilities                                             

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree (B.A.) from four-year college or university in a technical or engineering field