FT Sales and Customer Relationship Specialist
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FT Sales and Customer Relationship Specialist
Ref No.: 17-01419
Location: Dublin, Ohio
Position Type:Contract
Start Date / End Date: 05/01/2017 to 12/31/2017
Job Title: FT Sales and Customer Relationship Specialist
Major purpose: In addition to Sales and Customer Relations Representative responsibilities, also maximizes sales growth by supporting customers, field employees, and Account Managers with a broader knowledge of our systems and products. Satisfies needs of our customers, as defined by the Grainger Value Proposition through the Performance Drivers, through a variety of service channels.
Major responsibilities and duties: Customer Service

 Consistently demonstrates superior customer service by combining sales, product and other skills training to meet or exceed customer expectations.

 Educates and supports Grainger network through coaching and development of knowledge of products, services and solutions.

 Presents product promotions to customers in order to increase sales and customer awareness of products and service capabilities as defined by the Grainger Value Proposition.



Sales

 Supports the order placement process through sourcing and executing quotes, check availability, lead times, order entry, order mgt, back orders, and reporting activities.

 Support other sales support activities such as outbound calling, invoicing, returns, and account maintenance

 Meets quantitative and qualitative expectations set forth by leadership through the Performance Management process.

 Actively probes to uncover unique and complex customer requirements and develops cost effective solutions to build customer relationships, loyalty and retention.

 Understands and utilizes current sales policies especially with respect to pricing.

 Drives sales growth through diligent communication of sales promotions and marketing

initiatives.

 Actively participates in Company's quality initiative and supports continuous improvement by identifying and suggesting process improvements.



Systems / Product Knowledge

 Uses computer systems to provide information on pricing, availability, and alternate product selection to complete customer transactions.

 Demonstrates expertise in multiple sales and service channels navigating internal/external customers to the right solution.

 Demonstrates expertise in multiple product categories and able to read specifications and recommend items from varying product and service offerings such as Parts and Sourced items.

 Regularly uses latest systems and computer technologies to maximize sales growth and service capabilities.

 Maintains inventory accuracy through effective use of system resources.
Requirements:  High School diploma or equivalent.

 2 – 3 years of customer service and sales experience.

 Ability to prioritize work from various channels including but not limited to SAP, ERMS and fax

 Demonstrates functional competence and successful completion of product knowledge courses in multiple product groups to satisfy customer application needs.

 Understands and can leverage the Grainger Value Proposition in selling situations to influence customer buying decisions.

 Must feel comfortable working in a dynamic, virtual team-based environment where priorities are continually changing.

 Able to follow verbal and written instructions with minimal supervision within specified timeframes.

 Able to identify problems and offer alternative solutions and/or course of action based on available resources.

 Demonstrates ability to coach Service Center CSA's on job responsibilities.

 Demonstrates a commitment to providing superior customer service.

 Conveys information clearly and concisely.

 Demonstrates consistent, dependable, on-time performance

 Strong on the fly decision making

 Ability to multitask and navigate through multiple channels

 Strong Keyboarding skills (50wpm)

 Strong written communication. Bilingual skills preferred.
Impact on organization:
Work relationships  This job requires you to sit at a desk 4 to 12 hours a day, taking incoming calls and or managing off phone work.

 Ability to provide universal agent customer service by answering multiple types of phone calls including Branch, KeepStock, Grainger.com, and other services.

 Significant daily interaction with customers, other internal team members and members of the sales staff.

 Work is performed in an office environment with a moderate noise level and regular distractions.

 Regular use of computer, keyboard and mouse.

 Ability to work all shifts as well as weekends as needed.



• Reports directly to the Contact Center Manager.

• Can be in a virtual or remote team / environment.