Inside Sales Specialist

Job Description

THE ROLE

Inside Sales Specialist supports Jeld Wen’s commitment to providing world-class service ensuring customer orders and quotes are handled in an efficient, timely, and professional manner. This role supports order entry workflow improvements. The Inside Sales Specialist is expected to consistently demonstrate a high level of accuracy and report/escalate issues that may impede order fulfillment.

Principle Duties and Responsibilities

• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs.
• Professionally resolve and/or manage customer situations with a goal of first contact resolution.
• Identify and determine the best solution by problem-solving, and perform research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service.
• Process Orders, Quotes and provide any revisions as needed per departmental guidelines.
• Address customer questions or issues that come into the sales team by providing courteous and prompt responses.
• Audit Orders/Quotes as needed.
• Escalate non-routine issues and report to department leadership any areas that do not meet service expectations.
• Update management on customer developments/issues.
• Communicate and coordinate with peers, internal partners and management as necessary.
• Use appropriate data systems to follow up with contacts.
• Interface with the proper team to bring resolution to customer issues (Operations, Sales, or Marketing).
• Support the sales team by developing and maintaining positive customer relations which can affect product revenue(s).
• Continuously grow knowledge through JW-supported tools to further understanding of JW products, operations, websites, and literature to add value to and assist customers.
• Communicate product details and specifications.
• Resolve/Escalate Catalog Issues or pricing issues.
• Assist department leadership with departmental process improvements.
• Other duties as assigned

Knowledge, Skills, Abilities

• Outstanding interpersonal, written and communication skills; as this position will act as primary customer contact and maintain ongoing customer relationships for repeat orders.
• Must be self-motivated, confident, positive and professional when dealing with both internal and external customers.
• Must be laser focused on customer satisfaction.
• Must have a strong work ethic with a positive can-do attitude and the ability to multi-task in a fast-paced environment.
• MS Word, Excel, PowerPoint, Outlook and Salesforce

Education and Experience

• Associate degree from an accredited institution required (years of experience will be considered)
• 2 years’ Customer Service experience in a professional business environment
• Intermediate to expert level skills in Microsoft Office applications
• Passionate about providing exceptional customer experience.    
• Ability to quickly learn new software, systems, or processes.
• Strong communication skills (verbal and written)

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