Sales & Customer Support Representative

at  RS Technologies Inc

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.

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).

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.

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.