Senior Inside Sales & Customer Service Representative - Diablo Tools

Diablo Tools • High Point, NC

20h • Onsite

About The Position

Diablo Tools, known as "The Game Changers", provides best-in-class cutting tool and power tool accessory solutions for professional users, prioritizing innovation, quality, performance, and safety. The company fosters a "People First" culture, investing in ongoing training and professional development, and has been recognized as a Top Workplace in 2024 for professional development, employee well-being, and appreciation. Diablo Tools Inc. is seeking an extroverted, highly motivated Inside Sales & Customer Service professional with 5+ years of experience who thrives in a fast-paced, competitive environment. This role requires a strong customer service and sales mindset, a passion for customer relationships, and a desire for a long-term growth path with promotion. The position involves maintaining and developing a multi-state territory for growth and service activities within an inside sales environment.

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.
• Indefinite U.S. Work authorized individuals only. Future sponsorship for work authorization unavailable.

Nice To Haves

• Management experience and desire for a long-term growth path with promotion.

Responsibilities

• 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.
• Work 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.

Benefits

• Comprehensive benefits package
• Health plans
• Dental plans
• Vision plans
• Health savings accounts (HSA)
• Flexible spending accounts
• 401(K) retirement plan with an generous employer match
• Wellness programs
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Paid time off
• Parental leave
• Adoption assistance
• Reimbursement of education expenses
• Additional bonus compensation based on territory sales, in accordance with company bonus plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior