Senior Inside Sales & Customer Service Representative - Diablo Tools

Company Description

THE BEST NEED THE BEST.

Known as "The Game Changers”, Diablo Tools (www.DiabloTools.com) elevates the market by providing Best in the World and Best for Our World cutting tool and power tool accessory solutions for professional users. With innovation at the forefront of everything we do, Diablo Tools continues to “raise the bar” by bringing the most advanced technology to the portable tool market that increases quality and performance and saves our users time and money. Diablo Tools is committed to providing first-class technology that makes dominates the jobsite but also makes it safer. Our innovation, however, is not the only thing that sets us apart from the competition – our people do, too.

At Diablo Tools, we pride ourselves on putting “People First.” We cannot be the Best without the Best. That’s why we onboard the Best talent and continue to invest in them through ongoing training and recurring professional development opportunities. We are proud to provide a culture that is innovative, supportive, fun, connected, and nurtures growth for our people. Our commitment to our employees has been recognized by the employee engagement platform, Energage, by naming Diablo Tools a Top Workplace in 2024. Additionally, Diablo Tools was named a Top Workplace in the cultural excellence category for professional development, employee well-being and employee appreciation. We strive to be the best for our end-users and the best for our team – so Join the Best, today!

Job Description

Diablo Tools Inc. is seeking an outgoing, highly motivated Inside Sales & Customer Service professional with 5+ years of experience in a fast-paced, results-driven environment. The ideal candidate possesses a strong background in customer service and sales, excels at building and maintaining customer relationships, and is committed to delivering exceptional customer experiences. This position offers significant long-term growth potential and opportunities for career advancement within the company.

• Maintain and develop a multi-state territory and ecommerce accounts 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, working 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.

Qualifications

• 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)

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