Customer Service/Sales Representative

The Customer Service Representative is responsible for being the first point of contact for W.D. Matthews customers. Customer needs vary from service on forklifts and aerial equipment to questions and/or concerns about a product and/or service W.D. Matthews provides. This position is B2B and is responsible for the end-to-end process and satisfaction of customer sales. The CSS Representative works from a home office and travels within their territory for the majority of the role. This position reports directly to the Customer Service and Sales Manager. This position is highly customer facing and requires a high level of oral and written communication and interpersonal skills. This position requires at least three to five years of experience with outsides sales, customer service and B2B experience. This position requires an associate’s degree in business or a related field. In addition, a working knowledge of Salesforce, CRM and Microsoft Office and Navision is required. Mechanical knowledge and experience with forklifts/aerial lifts is preferred.

A company vehicle and gas card are provided for this position. This position is a salary + commission pay structure.

ESSENTIAL DUTIES AND RESPONSIBILITES

· Schedule, plan and conduct on-site customer site visits

· Ensure customers are satisfied with their product or service

· Inform customers about additional products or services

· Cold call potential customers and open new customer accounts

· Answer phone calls from customers looking for information on products and services and provide accurate information about products

· Listen to customer concerns and inquiries and resolve issues that arise

· Prepare quotes, process and follow up on sales orders

· Settle disputes

· Collect debts

· Prepare product and customer reports by gathering data collected during customer interactions

· Other duties as assigned

QUALIFICATIONS

· Strong understanding of prospecting, cold calling, and upselling

· Ability to pick up and understand forklift functions as well as internal combustion engines, hydraulics and electricity

· Must be able to form a consensus and get “buy in” from individuals that you do not have authority over

· Ability to meet goals and be motivated to increase sales

· Ability to stay organize under pressure from customers and/or other W.D. Matthews staff

· Familiarity with Microsoft Office, Navision and Salesforce

· Good follow-up practices

· Effective oral and written communication skills

· Must be neatly dressed and well-groomed at all times, business casual is proper attire

· Ability to maintain, understand and present concise reporting on sales efforts

· Ability to understand, analyze and speak to customers and other employees about status of repairs and customer orders

· At least three to five years of sales experience is required

W.D. Matthews Machinery Co is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.