Position Purpose:

The Inside Sales Support Representative (ISSR) is responsible for supporting growth of managed account portfolios with Outside Sales Representatives. The ISSR will work together with their Outside Sales partners, providing consultative support and maintaining strong account relationships. The ISSR provides personalized service and solutions through timely and complete quotes and sales orders, issue resolution and post-sale follow-up, and overall execution throughout of the project cycle. This position requires a high level of industry specific knowledge, exceptional organizational skills, and the ability to effectively use Customer Relationship Management (CRM) systems and telephony systems. The ISSR aids in the growth of the customer portfolio by developing sales support solutions to meet customer needs, achieve organizational goals and increase market share.

Key Responsibilities:

• 50% Support Outside Sales Portfolio Growth – Drives repeat business by providing excellent customer service, accurate and thorough quoting, sourcing, and overall project ownership. Completes assignments timely and efficiently. Continually works to support Outside Sales partners to grow accounts through building strong relationships, both internal and external. Provides post-order follow up, reconciles issues or errors in a timely manner, and ensures all customer needs are met.

• 25 % Account Administration – Partners with vendors and a variety of cross-functional partners to assist with quoting, pricing, availability, and issue resolution for high volume project needs. Owns projects from end to end, ensuring that the managed account customer is the focal point of the process

• 25% Issue Resolution – Assists the internal and external customer through the customer journey taking care of issue resolution, after-sale follow up, invoice transmittal, and quote requests.

Direct Manager/Direct Reports:

• This position reports to Supervisor

• This position has 12 direct reports.

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite

• Working knowledge of presentation software (e.g., Microsoft PowerPoint)

• Demonstrated ability to collaborate and work effectively with cross-functional teams

• Demonstrated project management skills

• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

• Excellent written and verbal communication skills

• Previous customer service or retail sales experience; home improvement trades specific

• Knowledge of local building codes; Home Improvement specific. Consultative and growth mindset, ability to respond quickly to customer needs, both internal and external

• In depth knowledge of retail systems, to include: Showroom Point of Sale-Orange Pay, Order Up, My Custom Designs, Volume Pricing Program, Quote Center, Pro Xtra, Credit Services Center, and the Appliance Ordering System

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 2

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• 1

Certifications:

• None

Competencies:

• Action Oriented

• Business Insights

• Collaborates

• Communicates Effectively

• Customer Focus

• Drives Results