Sales & Service Representative

Sales & Service Representative

Do you take pride in providing an excellent customer experience? Are you dependable, knowledgeable and motivated to win? Do you enjoy developing customer relationships, identifying opportunities and producing measurable sales results?

If so, we would like you to join our team as a Sales & Service Representative.

About the Role

The Sales & Service Representative owns responsive customer service, accurate order execution, assigned-account growth and proactive sales activity. This position serves customers at the counter and over the telephone while identifying opportunities to increase sales, gross profit and share of wallet.

This role is expected to be consistently present, communicate directly, follow through on commitments and take ownership of customer needs from the initial request through completion.

You Will

• Meet or exceed the sales, gross-profit-dollar and gross-profit-percentage targets established with the Profit Center Manager.

• Understand your current performance and take action when results are below target.

• Maintain a defined group of assigned customers and qualified prospects.

• Proactively contact customers to identify upcoming work, product needs and sales opportunities.

• Generate and qualify sales leads that can develop into new customers and profitable business.

• Identify opportunities to increase share of wallet with existing customers.

• Build lasting customer relationships and become a trusted resource for their business.

• Answer incoming telephone calls and serve counter customers promptly and professionally.

• Ask probing questions to understand customer needs and recommend profitable solutions.

• Identify substitutions, upgrades, add-ons, cross-sell opportunities and value-added services.

• Overcome objections, communicate Heieck’s value, ask for the order and close the sale.

• Accurately enter sales orders, bids, returns and customer commitments.

• Verify product, quantity, unit of measure, price, availability, ship date and delivery requirements before making commitments.

• Create routine customer quotations and coordinate complex commercial opportunities with the Commercial Sales & Quotations Specialist.

• Review open orders and backorders and communicate changes before the customer must ask.

• Communicate clearly, directly and professionally with customers, vendors and team members.

• Own customer concerns involving pricing, shortages, damaged material, returns, delivery or order accuracy through resolution.

• Follow up after resolving an issue to confirm customer satisfaction.

• Maintain accurate customer notes, follow-up dates, opportunities and next actions.

• Support warehouse, order-staging and delivery-coordination activities when business needs require.

• Support sales activities and other Profit Center priorities as part of the Heieck team.

• Communicate business or account changes that could create credit risk to the Profit Center Manager and Credit Manager.

• Complete required safety and compliance training.

• Perform other reasonably related duties as assigned.

About You

Qualifications

• Two or more years of customer service, counter sales, contractor sales or wholesale-distribution experience.

• Plumbing, mechanical, industrial or construction-product experience preferred.

• Ability to communicate clearly and professionally in writing, by telephone and in person.

• Ability to learn product applications and recommend appropriate solutions.

• Ability to accurately process sales orders, bids, returns and customer transactions.

• Ability to report to the Profit Center consistently, punctually and prepared to perform.

• Ability to add, subtract, multiply and divide using whole numbers, fractions, decimals and percentages.

• Ability to read, write, speak and understand English.

Our Ideal Candidate Will Also

• Demonstrate integrity, urgency, accountability and consistent follow-through.

• Bring a positive attitude, strong work ethic and desire to win each day.

• Be a self-starter who creates opportunities rather than waiting for incoming business.

• Possess excellent customer-service, telephone and listening skills.

• Communicate directly and address issues with the appropriate person.

• Build positive working relationships with customers, vendors and teammates.

• Demonstrate the product knowledge needed to answer questions and identify upsell and cross-sell opportunities.

• Be organized, detail-oriented and capable of managing multiple customer commitments.

• Complete responsibilities consistently without requiring repeated direction.

• Use Microsoft Outlook, Word and Excel to communicate, maintain sales plans and analyze customer activity.

• Have experience using Eclipse or another wholesale-distribution ERP system.

• Be able to learn and operate the systems used to process orders, maintain customer information and track sales opportunities.

• Be willing to learn to operate warehouse material-handling equipment when required.

What Success Looks Like

Success in this role means providing fast, accurate and reliable customer service while proactively creating sales opportunities, developing assigned accounts and meeting established sales and gross-profit expectations.

The Sales & Service Representative is expected to be present, responsive and accountable for customer experience, accurate execution and measurable sales performance.