Inside Sales Specialist

Overview

Inside Sales Specialist

 

The Inside Sales Specialist will partner with outside sales, internal business units, and leadership to drive Mazzella Companies’ strategic vision of being a Brand of Choice. Serve as the customer’s advocate by responding to inbound inquiries, making outbound calls, following up with customers, initiating proactive contact with customers, and collaborating with manufacturing to ensure operational excellence. This role will coordinate efforts with all required departments to manage workflow and champion the sales process.

Responsibilities

Customer Focus

• Provide a positive customer experience that instills confidence and comfort in every transaction
• Exceed expectations by providing superior customer service to increase customer attraction and retention
• Offer a timely response to requests for price quotes, order inquiries, adjustments, returns, and cancellations
• Nurture customer relationships to ensure proper support
• Utilize our customer relationship management (CRM) system to maintain complete call records, and valid customer/account information, to support increased product sales goals
• Coordinate delivery times with production to achieve customer satisfaction if normal lead times are not adequate
• Collect market data to create and analyze reports resulting in gross margin management
• Relate to diverse customers in an inclusive manner
• Know your customer well enough to understand their thresholds and anticipate their inquiries
• Be a Mazzella Companies’ ambassador

Results Driven

• Utilize the ERP system to prepare/follow-up on quotes, enter orders, resolve inquiries, and coordinate order fulfillment with production
• Plan/Organize/Coordinate to pre-qualify larger opportunities with management
• Maximize profitably while securing the sale
• Work to exceed sales/activity goals
• Collaborate with the team to maximum results
• Qualify/Propose/Close incoming web service requests
• Act with a sense of urgency on internal/external customer feedback/requests

Collaboration - Internal

• Serve as a liaison with outside sales, purchasing and operations to expedite orders and meet delivery dates
• Participate in account specific/special product project opportunities
• Collaborate with purchasing on transfer orders/product needs to fulfill orders
• Utilize the CRM to share account information with Outside Sales and internal business partners
• Provide new customer leads to Outside Sales via the CRM system
• Learn about other products/solutions from business unit leaders to recognize/develop opportunities

Collaboration - External

• Obtain information from suppliers regarding pricing/specifications to complete/execute on project deliverables
• Report/Discuss customer issues, opportunities, and threats with appropriate company leaders
• Update/Retain order activity like change notices, scheduling changes, partial shipments, and credit holds
• Proactively source alternative products from different vendors to meet customer’s needs

Follows Up

• Follow up on quotes within the CRM system
• Expedite material from suppliers to meet customer needs
• Perform post-sale customer satisfaction follow up

Sales Acumen

• Effectively utilize our Six Step Selling Process.
• Understand/Promote our unique selling proposition (One Mazzella approach) to our customers
• Upsell/Cross-sell products to enhance a customer’s application
• Make outbound calls to generate more business from your customer base
• Assist Outside Sales after qualifying an opportunity during the information gathering stage
• Offer company-wide promotions when applicable
• Process customer orders on open account, cash, check, and credit card transactions
• Enter and expedite orders into our ERP system

Technical Aptitude

• Know our products well enough to match them with the customer’s application.
• Ride along with Outside Sales on an agreed upon basis.
• Understand testing standards
• Apply information gathered to the customer’s application.
• Effectively utilize software applications (ERP system, CRM, MS Office, etc.).

Detail Oriented

• Ensure that internal customer service processes are followed as designed
• Follow business processes according to the customer’s expectations and contract stipulations
• Hold yourself accountable to meeting deadlines