Purpose:
Under the supervision of the Manager, Customer Support & Contracts, the Sales & Customer Support Representatives are responsible for ensuring that all pre and post-delivery requirements as specified by each Customer are met and for supporting outside sales activities by coordinating inside sales, order administration and customer support activities.
As a member of the RS team, this position will support an organizational culture that cares for the environment, our communities, and for each other by exemplifying RS's four (4) core values: Safety, Respect, Resilience and Teamwork.
Generate and Manage Customer Quotations (as per QMP-09 & PFD-030):
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Communicate with the appropriate parties (i.e. the Customer, Distributor, Agent and/or the RS Sales Rep.) to confirm opportunity details, requirements and Customer expectations.
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Coordinate with other RS departments to identify the appropriate products and services that are to be quoted, and obtain applicable pricing and lead times.
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Enter and maintain opportunity related information in the CRM.
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Determine the shipping requirements and obtain and manage shipping quotations.
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Track open opportunities that require information prior to quoting and maintain regular communication with the appropriate parties until the issues are resolved and a quote can be issued, or the opportunity is closed.
Lead the RS Sales Order Fulfillment Process (as per QMP-09 & PFD-015):
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Ensure that purchase orders are correct.
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Enter and maintain purchase orders in the ERP system.
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Coordinate with the appropriate parties to ensure:
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Applicable Engineering services are provided (including structural analyses, hardware bill of materials, drawings, etc.).
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Customer expectations are communicated.
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Determine shipping schedule(s).
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Communicate order status and shipping schedules with the Customer.
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Track ON HOLD orders that require information and/or approvals prior to being released for shipment and maintain regular communication with the appropriate parties until the issues have been resolved and the order can be processed.
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Conduct post-delivery follow-ups with Customers.
General (Departmental) Responsibilities:
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Create and maintain applicable Customer profiles within the ERP and CRM systems.
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Provide timely and efficient support to customers by:
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Resolving questions and issues.
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Providing technical assistance and advice.
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Supporting outside sales activities.
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Ensuring that all contractual requirements and agreed upon Customer requests are met.
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Requesting outstanding information and approvals.
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Submitting quotations and acknowledging receipt of critical documents and information (i.e. request for quotes, purchase orders, etc.).
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Build and strengthen customer relationships.
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Collaborate with cross-functional teams to raise and resolve issues, define priorities, and confirm deliverables.
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Participate in all required meetings.
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Data Management and Document Control & Retention:
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Ensure the accuracy and integrity of all pertinent data.
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Manage the records and documents saved to the applicable folders on the RS servers and those uploaded to Epicor and Salesforce (etc.).
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Register and maintain RS's online profiles within applicable Customer systems and web portals.
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Participate in the development, maintenance and continuous improvement of systems and processes.
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Adhere to all RS processes and policies and apply these along with applicable laws, rules, and regulations to daily activities.
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Support other RS personnel, distributors, agents, etc. as required.
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Carry out other duties and responsibilities as assigned by the supervisor and Senior Management.
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Coordinate with the Sales team to arrange for the shipment of sales literature, samples, etc. to the applicable Sales Rep., Customer, Agent, trade show, etc.
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Research, compile, and analyze databases, spreadsheets, reports and/or other relevant files as required.
Training / Qualifications:
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University Degree or Two-Year College Diploma.
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3+ years of experience working in a related role.
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Important skills include:
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Ability to manage stress in a fast-paced environment.
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Communication, both written and verbal.
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Organization and prioritization. Including the ability to adjust priorities when necessary.
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Attention to detail.
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Problem-solving.
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Active listening, patience, and empathy.
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Above average working knowledge of Microsoft Office (Word, Excel, Outlook, and PowerPoint).
Working Conditions:
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Ability to work from home or office.
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Ability to work in front of a computer and type for extended periods of time.
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Ability to work at least eight hours a day.
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Ability to physically, mentally and emotionally manage a dynamic sales environment.
The following items are not required but will be considered an asset:
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Proficiency in a second language.
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Experience using the following (or similar) software:
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Enterprise Resource Planning (ERP),
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Customer Relationship Management (CRM),
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Product Data Management (PDM).
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Experience in the electric utility industry.