Sales & Customer Support Representative

Purpose:

Under the supervision of the Manager, Customer Support & Contracts, the Sales & Customer Support Representatives are responsible for ensuring that all pre and post-delivery requirements as specified by each Customer are met and for supporting outside sales activities by coordinating inside sales, order administration and Customer Support activities.

As a member of the RS team, this position will support an organizational culture that cares for the environment, our communities, and for each other by exemplifying RS's four (4) core values: Safety, Respect, Resilience and Teamwork.

Generate and Manage Customer Quotations (as per QMP-09 & PFD-030):

• Communicate with the appropriate parties (i.e. the Customer, Distributor, Agent and/or the RS Sales Rep.) to confirm opportunity details, requirements and Customer expectations.
• Coordinate with other RS departments to identify the appropriate products and services that are to be quoted, and obtain applicable pricing and lead times.
• Enter and maintain opportunity related information in the CRM.
• Determine the shipping requirements and obtain and manage shipping quotations.
• Track open opportunities that require information prior to quoting and maintain regular communication with the appropriate parties until the issues are resolved and a quote can be issued, or the opportunity is closed.

Lead the RS Sales Order Fulfillment Process (as per QMP-09 & PFD-015):

• Ensure that purchase orders are correct.
• Enter and maintain purchase orders in the ERP system.
• Coordinate with the appropriate parties to ensure:
  • Applicable Engineering services are provided (including structural analyses, hardware bill of materials, drawings, etc.).
  • Customer expectations are communicated.
  • Determine shipping schedule(s).

• Communicate order status and shipping schedules with the Customer.
• Track ON HOLD orders that require information and/or approvals prior to being released for shipment and maintain regular communication with the appropriate parties until the issues have been resolved and the order can be processed.
• Conduct post-delivery follow-ups with Customers.

General (Departmental) Responsibilities:

• Create and maintain applicable Customer profiles within the ERP and CRM systems.
• Provide timely and efficient support to customers by:
  • Resolving questions and issues.
  • Providing technical assistance and advice.
  • Supporting outside sales activities.
  • Ensuring that all contractual requirements and agreed upon Customer requests are met.
  • Requesting outstanding information and approvals.
  • Submitting quotations and acknowledging receipt of critical documents and information (i.e. request for quotes, purchase orders, etc.).
• Build and strengthen customer relationships.
• Collaborate with cross-functional teams to raise and resolve issues, define priorities, and confirm deliverables.
• Participate in all required meetings.
• Data Management and Document Control & Retention:
  • Ensure the accuracy and integrity of all pertinent data.
  • Manage the records and documents saved to the applicable folders on the RS servers and those uploaded to Epicor and Salesforce (etc.).
• Register and maintain RS's online profiles within applicable Customer systems and web portals.
• Participate in the development, maintenance and continuous improvement of systems and processes.
• Adhere to all RS processes and policies and apply these along with applicable laws, rules, and regulations to daily activities.
• Support other RS personnel, distributors, agents, etc. as required.
• Carry out other duties and responsibilities as assigned by the supervisor and Senior Management.
• Coordinate with the Sales team to arrange for the shipment of sales literature, samples, etc. to the applicable Sales Rep., Customer, Agent, trade show, etc.
• Research, compile, and analyze databases, spreadsheets, reports and/or other relevant files as required.

Training / Qualifications:

• University Degree or Two-Year College Diploma.
• 3+ years of experience working in a related role.
• Important skills include:
  • Ability to manage stress in a fast-paced environment.
  • Communication, both written and verbal.
  • Organization and prioritization. Including the ability to adjust priorities when necessary.
  • Attention to detail.
  • Problem-solving.
  • Active listening, patience, and empathy.
  • Above average working knowledge of Microsoft Office (Word, Excel, Outlook, and PowerPoint).

Working Conditions:

• Ability to work from office.
• Ability to work in front of a computer and type for extended periods of time.
• Ability to work at least eight hours a day.
• Ability to physically, mentally and emotionally manage a dynamic sales environment.

The following items are not required but will be considered an asset:

• Proficiency in a second language.
• Experience using the following (or similar) software:
  • Enterprise Resource Planning (ERP),
  • Customer Relationship Management (CRM),
  • Product Data Management (PDM).
• Experience in the electric utility industry.