Inside Sales Representative - Customer Service

GENERAL SUMMARY

Reporting to the Inside Sales Manager, the individual will be positioned in a team environment working closely with the Inside Sales Team, Regional Sales Team and Technical Sales Team driving the overall Company Business Strategy.  The Customer Service Representative (CSR), is a key role within the Inside Sales Department and is responsible for responding to customer inquiries and sales opportunities in a call center environment.  Specifically, this position will service customers via call center telephone loop, email requests, web chat and require the CSR to follow-up with customer on all requests through to completion.  Further, the CSR is expected to provide excellent service, communication and quick response time with Rochester’s demand fulfillment customer requirements.  

ESSENTIAL JOB FUNCTIONS*

• Responsible for fielding and servicing all direct customer inquiries and requirements, working in conjunction with the Regional Sales Manager and Technical Manager to increase sales of Rochester Electronics products and services to customers in accordance with agreed strategies and business plans.
• Responds to daily telephone and email inquiries from customers regarding requirements that include product information, pricing, services and delivery information.   
• Provides customer service on small to mid-size accounts of moderate complexity.
• Forms relationships and develops mindshare with customer procurement/supply chain departments.
• Ability to address and resolve customer conflict in an effective professional approach.
• Responsible for accurate and timely forecasting of new business opportunities and revenue for the customer base and ensuring CRM is utilized and maintained on a daily basis.

OTHER DUTIES AND RESPONSIBILITIES

• Liaise with colleagues throughout all RE departments to drive a common strategy.

PREPARATION, KNOWLEDGE, SKILLS & ABILITIES

• Associate’s Degree or equivalent experience
• A minimum of 2 years’ experience in B2B Customer Service
• Performs and perfects sales and service tasks and procedures under self-direction, ability to work with minimal supervision
• Consistently demonstrates a steadily increased knowledge of core product competencies and ability to articulate our value proposition to the customer base
• Experience with high tech product solutions
• Working knowledge of the Semiconductor industry preferred
• Excellent oral and written communication skills
• Customer-oriented, professional manner with careful attention to detail
• Strong organizational and follow-up skills
• Flexibility and multi-tasking, ability to undertake several tasks at once and manage them to completion
• Ability to work through a problem and awareness to escalate to Inside Sales Manager when appropriate
• Strong team player and exhibits a positive work attitude at all times
• Microsoft Office skills: Word, Excel and PowerPoint.