Job Information
NeoGraf Solutions LLC Inside Sales/CSR in Lakewood, Ohio
About Us NeoGraf has been the world leader in the industry for more than 140 years, developing the most comprehensive graphite solutions since 1881. Our products are the reason why some of today's most technologically advanced products are able to perform and work the way they do. Our depth of knowledge, training, understanding and discipline is unmatched in the market, and there's no stopping where we can go from here. Primary Job Function The Inside Sales/CSR is responsible for delivering exceptional customer service and driving sales growth through effective communication, product knowledge, and relationship-building skills. Description of Responsibilities Customer Service: Customer Support: Respond promptly and effectively to customer inquiries via phone and email, ensuring a positive and efficient conclusion. Issue Resolution: Identify and address customer issues and concerns, leading to resolution in a timely manner. Product Knowledge: Maintain a thorough understanding of our products and their applications (apps ENG for this, IS to direct tech questions to them) to assist customers effectively and provide accurate information. Order Management: Efficiently process orders, expedite requests, and other customer inquiries while keeping customer accounts updated ensuring accuracy and timeliness. Proactively keeping customers informed about their order status and any potential delays. Feedback Collection: Gather and document customer feedback to identify trends and areas for improvement, sharing insights with the team to enhance the customer experience. Record Keeping: Accurately log customer interactions and maintain detailed records of inquiries, orders, actions taken, and resolutions. Collaboration: Work closely with other departments, including sales, technical support, and logistics, to ensure seamless service delivery and resolve complex issues. Inside Sales Client Engagement: Build and maintain strong relationships with existing and potential clients by understanding their needs and presenting suitable solutions. Proactively reach out to dormant and legacy customers to understand their requirements and provide tailored solutions. Sales Process Management: Guide clients through the sales process from initial contact to closing, ensuring a smooth and positive experience. Respond to customer inquiries and provide product information, technical support and recommendations. Product Knowledge: Develop and maintain a deep understanding of our products to effectively communicate their benefits and address client inquiries. Stay updated on industry trends and competitors' offerings to provide informed recommendations. Sales Reporting: Track and report on sales activities and client interactions, to provide insights and support decision-making. Generate reports and data analysis to track sales performance and customer trends. Collaboration: Work closely with the commercial teams to achieve sales targets, align sales strategies, address client concerns, and enhance overall service delivery. Target Achievement: Meet or exceed sales quotas and performance targets as set by the sales manager (CSM or CCO). Additional Responsibilities: Provide feedback to the Customer Success Manager for the development of new products and services. Ensure a culture of behavior-based safety by adhering to safety protocols and guidelines in all activities, ensuring a safe working environment for yourself and others. Knowledge and Skills Experience: Proven experience in customer service/inside sales, or a similar role, preferably in manufacturing industry or relevant field. Skills: Strong communication and interpersonal skills, with the ability to listen, understand, address customer needs and build rapport and engage clients effectively. Technical Proficiency: Familiarity with ERP/CRM software and Microsoft Office Suite. Edu