08 Oct
Cb Canada
Mississauga
Overview Reporting to the Manager, Inside Sales the primary role of the Inside Sales Representative (ISR) is to position the company as the service leader by: 1. Exceeding customer expectations 2. Providing professional point-of-service contacts 3. Following through on all customer requests including but not limited to: a. Request for Quotes b. Order Acknowledgements c. Follow ups and Escalations 4. Actively participating in continuous improvement initiatives 5. Effectively managing priorities, deadlines, and achieving response time objectives 6. Contributing to a positive culture Detail Management – Ensure your work always takes into account the customer needs and instructions. Assumptions are always documented,
and alternatives are clearly communicated. Time Management – Finish open requests within department expectations. Delays are communicated proactively to all stakeholders. Priority Management – Handling multiple tasks is a day to day reality of the role. Ensure that higher priority items take precedence but that all open tasks are completed on time. Escalate Appropriately – Escalate pending tasks to Supervisor and Managers when further delay will cause us to not achieve our response time goals. Essential Duties and Responsibilities The Company has developed an Inside Sales strategy that focuses on four core concepts: • Speed • Efficiency • Quality • Salesmanship Speed • Achieve department Key Performance Indicators (KPI): o Quote Response Time (QRT) o Average Daily Orders o Average Daily Calls o Open Message & Categorization Rate • Ability to take control of a situation,
gather all pertinent information and communicate with other departments in order to have the customers’ requirements adhered to in a high paced fashion • Follow up on outstanding requests in a timely manner • Provide immediate service to DSM’s by keeping a clear line of communication between ISR – DSM at all times Efficiency • Ensuring your workspace is organized and your notes and tips are easily accessible • The ability to prioritize while maintaining a high level of quality and professionalism • The ability to take on different opportunities while performing daily duties Quality • Achieve department Quality Key Performance Indicator: o Errors Per Thousand (EPT) • Adhere to Cost estimating tools to improve accuracy and efficiency of the cost estimating process • Analyze and price out drawings, renderings, and other documentation ensuring accuracy,
profitability and time sensitivity are the highest priority. • Ensure the highest level of attention to detail when undertaking any task • Ensuring a high level of professionalism is adhered to when communicating with customers (external and internal) • Ensure there is always written documentation when following through with verbal communication Salesmanship • The ability to work well with all departments within the company: o Internal customers are just as important as external customers • Proactively probe for target information • Work alongside DSM in order to help tend to all customers’ needs. The partnership between ISR and DSM is of the utmost importance • Take ownership of all opportunities, challenges,
and mistakes • A willingness to identify personal strengths and weaknesses and accept training, coaching, and criticism • Adhere to business casual dress code • A Positive and friendly phone manner is crucial to an ISR’s persona and success • A high level of Empathy is required in order to identify customer concerns and convert them into a positive experience.
Job Requirements:
Qualifications 1. Education: a. College diploma or; b. 3 years of relevant Inside Sales or Customer Service experience. 2. Communication skills: a. Verbal – Always maintain a calm, professional, and confident phone manner. b. Written – Ensure all correspondences are clear, concise, and correct; are free of spelling and grammar mistakes. c.
Language – Fluent in Canadian English
Technical Skills:
a. Commercial or business math – ability to calculate ratio’s, discounts, margin, etc…
b. Mechanical aptitude & technical acuity
c. Drawing interpretation and/or blueprint reading
d. Ability to analyse opportunities and offer appropriate product & commercial solutions and/or alternatives
Personal Motivation
a. Demonstrate a strong desire to self-educate and develop
b. Be personally motivated to own issues and see them through to a solution
c.. Escalate appropriately
d. Look for multiple ways to say YES before being saying NO
e. Leave negativity at home