Inside Sales Representative Aftermarket Services

What you’ll do:SummaryThe Customer Service Representative will interface with clients to identify and recommend for purchase, parts and services associated with all product lines produced and capable of being serviced by the company. Answer inbound calls and perform outbound calls which identify new business opportunities, generate parts quotations and sales. Check for accuracy on all electronic orders and approve/release EDI sales orders. Address client concerns and resolve with accuracy, speed, and commitment to the result. Issue and process return goods authorizations and facilitate timely payments. Will work independently as well as part of a team to ensure all interactions are completed to the customer’s satisfaction. This position may have the ability, at management’s discretion to work remotely and or as part of a hybrid work environment.Job ResponsibilitiesCommunicate issues to Technical Engineering support for solution.Coordinate with buyer for special part purchases.Determine vehicle specifications (on-line, file, or other data management systems).Expedite and follow-up on customer orders.Initiates sales calls to existing customers to assess the need for replenishing inventories.Know and understand the competitive landscape and communicate actively with leadership.Meet or exceed all individual including but not limited to 96% First Pass Answer Rate, and departmental performance metrics as defined by leadership. Order parts using company ERP system, on - line parts manuals, engineering prints, and photographs.Participate actively in special initiatives that contribute to sales, profit, process, procedure, and performance improvements.Prepare, issue, and follow up on all parts sale’s quotes with intent on quote conversion to a sale.Process sales orders and meet assigned individual sales quota.Provide support and guidance to shipping department personnel.Resolve customer service-related issues.Respond promptly, accurately, and professionally to customer inquiries (phone, e-mail, fax, EDI, Salesforce).Work collaboratively with vehicle sales teams to understand client expectations and deliver on service level commitments.Work directly with customers, identify solutions, leverage cross-selling and up-selling programs to maximize revenues.Develop new and existing relationships with existing and prospective customers (internal/external), suppliers and industry professionals in order to increase revenue opportunities.Work toward client relationship development, client sales growth and supporting the outside sales team(s)During customer interactions, recommend, inquire, seek to understand customers and prospects to proactively seek opportunities to generate additional sales of, including but not limited to parts, field installation and other services currently provided by Utilimaster Aftermarket Services.All other duties assigned.What you need to be successful:QualificationsRequires strong product knowledge of the operation and assembly of Utilimaster vehiclesAbility to interact positively written and verbal with customers, fleet managers, and the owners of these unitsKnowledge of products; Walk-in Van, Truck Body, Trademaster, Reach, UpfitExcellent verbal / Written CommunicationsComputer skills including Office, Outlook, Salesforce, and AuroraAbility to interpret build orders, BOMs, and assembly printsAbility to problem solveAbility to work in a team environment and work independentlyExcellent attendanceCustomer Service / Customer Relations orientedSelling skillsDetail / accuracy orientedTactfulnessAbility to negotiate with the customerEmpathetic to customer issues when requiredBeing able to handle a high stress environmentCapable of high-volume call processingBilingual in English/Spanish a plus.Additional RequirementsAt-Home high-speed internetParticipate and train associates on-site, when requiredAbility to travel, as required up to 10% of timeSustainment of 96% Answer Rate in call phone systemsMonday-Thursday work scheduled 8:00am local time. - 5:00pm local time., or as otherwise assignedFriday work schedule 7:30am local time– 4:30pm local time, or as otherwise assignedMaintain “Ready” status in Salesforce Omni-Channel or other customer case management systemsEmployee must be logged into Company phone/call center management systems and displayed as ready and working 80% of the time at a minimumEmployee must punch in at the beginning of the shift and must punch out at the end of the shift using company time-keeping applications and methodsAdherence to all company policies and code of conduct requirements