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):

1. 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.
2. Coordinate with other RS departments to identify the appropriate products and services that are to be quoted, and obtain applicable pricing and lead times.
3. Enter and maintain opportunity related information in the CRM.
4. Determine the shipping requirements and obtain and manage shipping quotations.
5. 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):

1. Ensure that purchase orders are correct.
2. Enter and maintain purchase orders in the ERP system.
3. Coordinate with the appropriate parties to ensure:
1. Applicable Engineering services are provided (including structural analyses, hardware bill of materials, drawings, etc.).
2. Customer expectations are communicated.
3. Determine shipping schedule(s).
4. Communicate order status and shipping schedules with the Customer.
5. 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.
6. Conduct post-delivery follow-ups with Customers.

General (Departmental) Responsibilities

1. Create and maintain applicable Customer profiles within the ERP and CRM systems.
2. Provide timely and efficient support to customers by:
1. Resolving questions and issues.
2. Providing technical assistance and advice.
3. Supporting outside sales activities.
4. Ensuring that all contractual requirements and agreed upon Customer requests are met.
5. Requesting outstanding information and approvals.
6. Submitting quotations and acknowledging receipt of critical documents and information (i.e. request for quotes, purchase orders, etc.).
3. Build and strengthen customer relationships.
4. Collaborate with cross-functional teams to raise and resolve issues, define priorities, and confirm deliverables.
5. Participate in all required meetings.
6. Data Management and Document Control & Retention:
1. Ensure the accuracy and integrity of all pertinent data.
2. Manage the records and documents saved to the applicable folders on the RS servers and those uploaded to Epicor and Salesforce (etc.).
7. Register and maintain RS's online profiles within applicable Customer systems and web portals.
8. Participate in the development, maintenance and continuous improvement of systems and processes.
9. Adhere to all RS processes and policies and apply these along with applicable laws, rules, and regulations to daily activities.
10. Support other RS personnel, distributors, agents, etc. as required.
11. Carry out other duties and responsibilities as assigned by the supervisor and Senior Management.
12. 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.
13. Research, compile, and analyze databases, spreadsheets, reports and/or other relevant files as required.

Training / Qualifications

1. University Degree or Two-Year College Diploma.
2. 3+ years of experience working in a related role.
3. Important skills include:
1. Ability to manage stress in a fast-paced environment.
2. Communication, both written and verbal.
3. Organization and prioritization. Including the ability to adjust priorities when necessary.
4. Attention to detail.
5. Problem-solving.
6. Active listening, patience, and empathy.
7. Above average working knowledge of Microsoft Office (Word, Excel, Outlook, and PowerPoint).

Working Conditions

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

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

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