Inside Sales / Customer Service

Tower Products•Saugerties, NY

1d•Onsite

About The Position

Markertek, a division of Tower Products Incorporated, is a specialized broadcast and pro-audio supply house serving the media industry globally. We work with top names in video production such as NBC, Netflix, and the NFL. We are seeking an Inside Sales - Customer Service Representative (CSR) and offer full training to support a successful career path with growth opportunities within the company. This role requires a responsive and responsible attitude, which our customers rely on. As a CSR with a "Can Do" approach, you will build a foundation for your future professional growth in sales and potentially other areas of the company. You will gain knowledge of our business operations, including marketing, sales, purchasing, manufacturing, shipping, receiving, and accounting. You will learn how to generate revenue profitably, act as the first point of contact for customers, qualify them, and guide them to the best service. You will prioritize customers while keeping Tower's bottom line in mind and be responsible for assisting and supporting all customers, particularly those with assigned transactions. Customers may contact us via phone, email, web, or chat, requiring an ability to prioritize, multitask, and manage all channels effectively. You will have opportunities to enhance your technical skills, deepen your industry knowledge, and build a network of business partners by working with vendors. You will be part of a supportive and collaborative team.

Requirements

Empathy – customer needs to feel they are important and listened to.
Adaptability – ability to remain flexible in a dynamic environment.
Capacity to remain clear-headed and use constructive and encouraging language to steer calls towards a positive outcome.
Adept at clear communication.
Proven active listening skills.
Strong interpersonal and communication (verbal/written) skills.
Ability to prioritize, organize and multitask on the fly.
Proficiency with Response (checking stock and availability, Sales Order status, Purchase Order status, order entry).
Proficiency with Microsoft Office (able to send and respond professionally to emails/word, organize and manage inbox, promptly/effectively respond to customers, vendors & team members).
Ability to navigate the web and utilize third party websites to retrieve relevant order information (shipping quotes, PO status, product information, etc.).
Strong understanding of the need to document open order progress and the importance of efficiency.
Intermediate understanding of the Markertek website and the aptitude to help customers navigate product pages, searches, and through the checkout process.
Conduct themselves professionally both in person and over the phone.

Responsibilities

Prepared to begin working at the start of your shift.
Handle & qualify inbound communications such as calls, sales@ emails, chats.
Direct handling of customers includes but not limited to efficiently providing: Standard pricing and availability, Order status and PO follow-up, Returns assistance, General questions (i.e. operational inquiries, directions), Basic shipping quotes, Basic product recommendations – based on knowledge level, Troubleshooting and reporting website issues, Basic order entry, Call routing to other departments, Receiving & routing tax certs, credit applications, or catalog requests.
Bold Chat handling – will handle all chats. If the customer requires technical assistance, the CSR will either have a Jr. CRM take over the chat or forward the transcript to a Jr. CRM/Operator for further handling.
Returns – will handle all RMAs/Returns/Return follow-up for unassigned accounts/web orders. Will handle Returns-based sales@ emails.
Web – will be responsible for general follow up and customer interaction for open unassigned web orders. Is exempt from handling web orders already being handled by another CSR.
KanBan Rush entry and management.
Contacts – Add, edit, attributes, (de)activate, manage all aspects of contacts.
Order Entry – Become fluent and accurate in all aspects of order entry.
Employee Manual – Know, inquire & understand.
Core Values – Know, inquire & understand.