11/17/2022
Position Summary
Responsible for executing both Sales and Customer Service responsibilities. This position requires an "on site" candidate, who will work from the office with the team at our Elkhart, IN location. Ensure customers are informed and knowledgeable in SHIELD’s value proposition, including products, sales, and post-sales support. Coordinate with Business Unit Manager to develop customer service policies and procedures to enhance customer service and satisfaction. Resolve non-routine customer complaints; develop and communicate solutions to problems regarding orders, delivery dates, or service. Provide support to the Business Unit Manager and Sales Engineers by creating customer quotations on assigned accounts. Provide the Business Unit Manager and Sales Engineers with timely and accurate information on customer orders, sales forecasts, and price/margin reports.
Duties and Responsibilities
Essential Functions include:
Manage customer sales orders, and forecasts, both spot-buy purchase orders and EDI order systems
Enhance and drive sales performance through consistent and high-quality customer service
Serve as “the voice of the customer” throughout all departments
Manage communications with assigned customer accounts for all quotations, order processing, forecasting, troubleshooting, etc.
Analyze material resource planning (MRP) for assigned customers. Understand customer forecast requirements and communicate to the Materials and Operations team for planning purposes
Analyze and implement prices changes to support annual revenue and margin targets
Communicate the customer’s requirements to Sales Engineers and Business Unit Manager as they relate to customer service/satisfaction
Collaborate with the VP of Sales & Marketing, Business Unit Manager, and Sales Engineers to monitor the progress of established sales targets and growth objectives
Manage product returns and warranty claims for assigned accounts
Compile and analyze reports using the ERP system to monitor and predict customer buying behavior
Enforce company sales and sales order policies; ensure that customers are up to date on product value, features, application, and competitiveness
Coordinate with Operations / Materials / Engineering to fulfill customer needs.
Role Qualifications, Education and Experience
Skills & Abilities:
Strong communication skills, both spoken and written
Skilled in listening to and understanding customer requests and communicating them to the organization; being the voice of the customer
Ability to form strong working relationships with co-workers and customers
Ability to maintain high levels of accuracy, timeliness, and sense of urgency in responding to requests
Ability to compose professional documents for correspondence with customers
Ability to manage and prioritize multiple tasks simultaneously
Firm understanding of traditional sales methodologies and processes
Logical, strategic thinker who is comfortable with numbers. Able to deal effectively with ambiguity, change direction comfortably, make decisions, and take action
Experience using Microsoft Excel, Word, and PowerPoint.
Education & Experience:
Customer Service / Sales experience required
Bachelor’s degree preferred, Business Administration degrees a plus
Previous experience with customer EDI systems is a plus
Knowledge of regulatory standards applicable to SHIELD products is a plus
Experience with QAD ERP software a plus
Selection criteria for the above position will be based on job performance, test, relevant experience, and an interview. This position will be filled without regard to s*x, age, religion, race, color, non-job related handicap, veteran status, s*xual orientation, national origin or genetic information.
