Inside Sales & Customer Service Representative

HYNES INDUSTRIES INC • Austintown, OH

2d • Onsite

About The Position

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.

Requirements

• 2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
• Strong written and verbal communication skills
• Track record of over-achieving quota and excellent teamwork skills
• Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred
• Basic math and writing/grammatical skills and capabilities
• 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
• 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

Nice To Haves

• College education (associate’s degree, Bachelors preferred) recommended but not required
• Supply Chain Management, forecasting, stocking program experience preferred
• Experience using Excel preferred

Responsibilities

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree