| Department: | Sales |
| Location: | Lexington, SC |
Job Title: Customer Service Representative
Department: Sales
Reports to: The CS Supervisor on a daily basis during training period. The Director of Sales once the training period is completed. Departmental responsibility is under the Director of Sales.
Basic Function:
This position will start by learning customer service key skills (training duration of 6 months, anticipated) of Hansen products, EPR software knowledge, quote processing, order processing and answering phone calls and emails with customer follow up. Proactively assist in the promotion of products that are or can be manufactured, assembled, or distributed by Hansen International, Inc. This position can respond to customer’s inquiries or complaints regarding company’s products or services. Makes periodic calls or initiates surveys to existing customers to determine satisfaction with the company’s products and services. Determines the best method to resolve complex customer service problems to ensure customer satisfaction and adherence to company policies. Coordinates problem resolution with appropriate departments. Informs customers of standard procedures or problem resolution. Receives customer’s orders, confirms accuracy of order information, acknowledges customer orders, and enters orders in the processing system. Complies and periodically confirms detailed customer supplier performance requirement data including usage forecast, shipping, quality, warranty, packaging as examples. Transforms the data into a usable format and provides the data to be entered into the company operating system. Gather costing information to assist in the quoting process. Expediting orders as necessary through appropriate departments. General office responsibilities and various other duties as required. The employee is expected to comply with the company’s policy and procedures. After training, the Inside Sales Representative will be responsible for sourcing new sales opportunities through inbound lead follow-ups and outbound cold calls/emails. A strong requirement for understanding customer needs and requirements for providing solutions. Capable of closing sales and achieving quarterly/yearly goals provided by the Director of Sales. Responsible for researching accounts/vetting accounts and identifying key players. Capable of effectively providing product demonstrations, virtually and/or online. Attributes to enable growth in Sales.
Corporate Responsibilities:
Departmental Responsibilities
To meet the objectives of the companies Mission, Vision, Quality and Environmental policy statements. To ensure that the customers’ needs are met, to work as a team with associates within the department to support outside sales efforts. To provide necessary support to meet the needs of other departments. To adhere to the established corporate and department policies.
Global Responsibilities: To promote Hansen International sales globally within the scope of the business plan.
Qualifications: Key skills required are an eagerness to learn, social skills, problem solving and willingness to travel. Excellent verbal and written communication abilities. Basic knowledge of computer skills/Microsoft Windows Operating Systems. Minimum educational requirements H.S. Diploma. Associate’s degree preferred but not required.
Employment-At-Will Statement
OUR COMPANY IS AN AT-WILL EMPLOYER. THIS MEANS THAT REGARDLESS OF ANY PROVISION IN THE EMPLOYEE HANDBOOK, EITHER YOU OR THE COMPANY MAY TERMINATE THE EMPLOYMENT RELATIONSHIP AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT CAUSE OR NOTICE. NOTHING IN THE EMPLOYEE HANDBOOK OR IN ANY DOCUMENT OR STATEMENT, WRITTEN OR ORAL, SHALL LIMIT THE RIGHT TO TERMINATE EMPLOYMENT AT-WILL. NO OFFICER, EMPLOYEE, OR REPRESENTATIVE OF THE COMPANY IS AUTHORIZED TO ENTER INTO AN AGREEMENT—EXPRESS OR IMPLIED—WITH ANY EMPLOYEE FOR EMPLOYMENT OTHER THAN AT-WILL.