Inside Sales/Customer Service

Job Purpose: This position is responsible for overseeing all customer service and inside sale functions of the Company.

This includes managing the sales order process, overseeing sample and information requests, logistics, as well as general sales and marketing support.

The Director will maintain excellent communication with customers, brokers, sales managers, and shipping and delivery contacts.

She/He plays an important and integral part in the sales and marketing efforts of the company, requiring teamwork, attention to detail and a desire to succeed.

Job Duties: Sets and achieves Customer Service department goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies and systems.

Accountable for the management, guidance and performance of team’s members.

Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet / exceed all of the department’s goals.

Develops a training curriculum and personal development plan for all operations staff.

Conducts training as required to achieve goals and service standards.

Establishes and maintains quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, reports and practices.

Provides direct and timely feedback to all staff on the results.

Work with all corporate business units to process orders, arrange logistics, provide require documentation, answer broker and customer requests/questions.

Working with Customer Service Representatives assures that all requests for product information and samples are processed quickly and efficiently.

Assure that all customer orders meet credit requirements established by the Chief Financial Officer.

Manages and operates order entry system to assure that orders are processed efficiently and accurately.

Assures that all necessary and/or customer requested documentation is generated for each shipment.

Understands the product line, company sales strategy, pricing and inventory system to effectively provide excellent customer service and support the sales and marketing functions of the company.

Trains and supervises Customer Service Representatives to assist with all appropriate activities and assure that Representative are capable of assuming all relevant duties when necessary.

Other related duties assigned on an as-needed basis.

Full Time