Customer Service Representative (CSR) - Inside Sales

Job Description

Job Summary :

We are seeking a motivated Customer Service Representative – Inside Sales to join our dynamic team. The ideal candidate will have experience in customer service and inside sales, with the ability to build strong customer relationships, process orders, respond to inquiries, and identify sales opportunities. Strong communication, organizational, and problem-solving skills are essential to deliver excellent customer service and support business growth.

Major Responsibilities:

1. Handle incoming and outgoing customer telephone calls in a courteous and professional manner, with a mandate to solicit orders from the existing customer base.
2. Coordinate the prompt handling of customer service requests including, but not limited to, order entry, pricing, expediting, billing, order maintenance, credit and claims.
3. Handle written correspondence received from and sent to customers in a timely manner.
4. Assist and support Account Managers by providing technical support to customers and end users, as well as sharing information that will allow both parties to offer customers a total Graybar solution.
5. Consult with clients and customers after a sale to resolve problems and to provide support in an efficient and effective manner.
6. Provide customer feedback to the Branch Manager in a timely fashion.
7. Participate in training sessions, trade shows, branch meetings and sales meetings as requested.
8. Keep management informed of local competition and market conditions.
9. Track stock out items and recommend new stock items.
10. Deal with product related problems such as defective products, the return of products and warranty situations.

Preferred Skills & Experience:

1. Minimum Grade 12 education; however, a technical background (i.e. Electrical Engineering Technologist) or post-secondary education is considered an asset.
2. Broad knowledge of the company's products and services, with the ability to effectively present these to Graybar Canada’s customers.
3. One to three years of related sales experience considered an asset.
4. Must exhibit excellent time management and organizational skills.
5. Possess strong relationship building skills to cultivate and develop customer loyalty.
6. Ability to work with all levels of employees and management, both internally and externally.
7. Strong customer service and troubleshooting skills.
8. Exceptional conflict resolution, negotiation and objection handling skills.
9. Basic mathematical skills.
10. Excellent spoken and written communication skills.
11. Must demonstrate honesty and integrity.
12. Willingness to gain technical knowledge by attending educational workshops and reviewing publications.
13. Willingness to go the extra mile.
Proven proficiency with Microsoft Office products including Outlook, Excel, Word and PowerPoint.