Inside Sales and Customer Service Specialist

Description:

Wilmar LLC, proud owner of Performance Tool and other brands, is a leading supplier of quality tools to major retailers and distributors throughout North America and internationally. We’re growth oriented, customer obsessed, and proud of our history while being focused on building an even better team for tomorrow. Come grow with us!

The Inside Sales and Customer Service Specialist is responsible for providing customer service through effective communication of product, its application, usage and warranty while providing exceptional customer and consumer solutions that support the company culture.

This position handles inside sales to assigned House Account and supports assigned Independent, outside Sales Agents with their customer needs, with product knowledge, availability, pricing, order intake and processing.

The ideal candidate is a motivated individual with a strong automotive mechanical background, excellent communication skills, along with a deep understanding of our product offerings, a passion for customer satisfaction, and the ability to contribute to both sales’ growth and customer satisfaction.

Essential Duties and Responsibilities

Inside Sales

• Meet and exceed customer expectations effectively by supporting our products and customer service experience.
• Monitor order intake, ship dates, delivery dates, fill rates and back orders. Facilitate back-order shipment with stock order for warehouse.
• Develop a deep understanding of customer needs and tailor product recommendations accordingly.
• Develop and maintain a rapport with key customers and identifying new sales opportunities.
• Serve as the main point of contact for customer inquiries, providing timely and accurate information.
• Address customer concerns, resolve issues, and ensure a high level of customer satisfaction.
• Collaborate with cross-functional teams to deliver comprehensive solutions to customer needs.
• Mailing/contact list upkeep for assigned sales managers and customers.
• Complete new item set up forms for customers.

Relationship Building:

• Build and nurture strong relationships with clients to understand their business goals and challenges.
• Proactively engage with potential clients through various channels, including phone calls, emails, and online platforms.
• Identify opportunities for upselling or cross-selling based on client needs and preferences.

Sales Reporting:

• Maintain accurate and up-to-date records of customer interactions and sales activities in the ERP system.
• Provide regular reports on sales performance and customer feedback to management.
• Prepare product usage, ranking and gap reports, sales presentation material, picture quotes and price quotes.
• Survey customer needs and trends; track competitors.

Customer Experience:

• Foster long-term customer relationships by understanding their unique requirements and preferences.
• Provide outstanding customer service to ensure a positive and memorable experience.
• Address customer inquiries, resolve issues promptly, and escalate complex problems when necessary.

Product Knowledge:

• Develop a deep understanding of the Automotive Jobber products and services to effectively communicate their features and benefits to customers, sales and sales agents.
• Stay informed about product updates and enhancements to provide accurate information to customers.

Cross-functional Collaboration:

• Collaborate with marketing, sales, operations, and customer support teams to ensure a cohesive customer journey.
• Share customer feedback and insights to contribute to product development and marketing strategies.
• Works closely with applicable internal departments to troubleshoot all issues pertaining to order and service disruption and provide suggestions and action plans to ensure successful resolutions.

Requirements:

• Mechanical aptitude with extensive knowledge and usage of hand tools, specialty automotive tools and shop equipment.
• Proven interpersonal and customer service skills. Ability to navigate a customer contact by listening, gaining a full understanding of the circumstance, acknowledging the issue and offer the best solution to exceed the customers’ expectations.
• Familiarity with sales data analytics
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to work independently and as part of a collaborative team.
• Familiarity with CRM software and sales tools; proficient computer skills in Excel, Word, and Outlook
• Results-oriented with a focus on meeting or exceeding sales targets.
• Ability to build strong customer and team relations with integrity, care and compassion.
• Excellent listening, verbal, and written communication skills.
• Self-motivated and the ability to work in a team environment.
• Solution based mindset for any adverse situation, roadblocks and/or potential opportunity for innovation in services and/or products.
• Working knowledge and market positioning of Wilmar, LLC branded products.
• High school diploma or GED
• Demonstrate flexible and efficient time management and ability to prioritize workload.

Wilmar, LLC. benefits include:

• Medical insurance (United Health Care NexusACO base plan with 2 PPO buy up options)
• Delta Dental insurance (up to $2,000 annual benefit)
• Vision (United Healthcare)
• Company paid Long Term Disability
• Company Paid Group Life Insurance ($20,000 benefit)
• Company Paid AD&D
• Employee Assistance Program (EAP)
• Voluntary Group Term Life Insurance/AD&D
• Voluntary Accident Insurance
• 401(k) profit sharing plan with employer match
• Paid time off: vacation and sick time
• Eight paid holidays
• Annual incentive plan
• Employee discount on Wilmar, LLC products

Wilmar, LLC is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.