Senior Inside Sales & Customer Service Representative – Diablo Tools

Bosch Group•High Point, NC

About The Position

Diablo Tools Inc. is looking for an extroverted, highly motivated Inside Sales & Customer Service professional with 5+ years of experience who thrives in a fast-paced, competitive environment. This role is ideal for someone with a strong customer service and sales mindset, a passion for customer relationships, and the ambition for long-term growth with a path for promotion. Maintain and develop a multi-state territory for growth and service activities in a fast-pace, multi-tasking, solution-focus inside environment. Focus on all Inside Sales department initiatives such as upselling orders, pre-selling new programs, new product placements, aligning dealers with the portal. Review of day-to-day orders for efficient & accurate processing, working directly with customers, reps, operations, and accounting to correct errors or issues ensuring same day order processing and 100% follow-through support to satisfy our customers. Provide high-level customer service for existing customers, new prospects, outsides sales, end-users, and sales managers to achieve greater customer satisfaction and solutions via phone, email, and portal to cover inbound and outbound calls Continued development of skills to support sales & service initiatives, company growth objectives, compliance, and cultural values. Process and/or assist with all customer claim requests for efficient processing (shortages, overages, RGA’s, buybacks, program credits, advertising Coop, etc.). Support all departmental mitigating control tracking and reviews by providing supporting documents or approvals for processing to assure Inside Sales Department is in full compliance. Assist with resolving order and shipping issues to satisfy customers quickly while identifying corrective actions to avoid moving forward. Manage customer accounts for accurate channel setup and maintenance to ensure updated with latest customer contacts, group associations, and business communication accuracy.

Requirements

5 years of Inside Sales and/or Customer Service experience
A competitive, goal-driven attitude with strong communication skills
The ability to build trust and deliver solutions for customers
A desire to grow and take on increasing responsibility
Bachelor’s degree required, or Associate’s degree with a minimum of two (2) years of relevant experience.
Successful experience working in a fast passed, dynamic environment under pressure while maintaining a positive “calm, cool, & connected” attitude.
Basic Product Knowledge, power tools and accessories.
Excellent organizational and time-management skills to maintain initiatives with ability to multi-task to complete daily tasks and make deadlines.
History of successful problem solving with the ability to manage, train, coach, and resolve issues to support team members, customers, and end-users.
Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
Basic knowledge of construction products and power tools is necessary.

Responsibilities

Maintain and develop a multi-state territory for growth and service activities
Focus on all Inside Sales department initiatives such as upselling orders, pre-selling new programs, new product placements, aligning dealers with the portal.
Review of day-to-day orders for efficient & accurate processing
Provide high-level customer service for existing customers, new prospects, outsides sales, end-users, and sales managers
Continued development of skills to support sales & service initiatives, company growth objectives, compliance, and cultural values.
Process and/or assist with all customer claim requests for efficient processing
Support all departmental mitigating control tracking and reviews
Assist with resolving order and shipping issues to satisfy customers quickly while identifying corrective actions to avoid moving forward.
Manage customer accounts for accurate channel setup and maintenance