INSIDE SALES REPRESENTATIVE

Position Description :

Company Background

Instinctive Metals, located in Novi, MI, is a leading architectural sheet metal company specializing in formed and fabricated structures for the building and construction industry.

Committed to rapid growth, our core values of customer focus, accountability, teamwork, excellence, and ownership drive every aspect of our operations.

We prioritize delivering top-tier quality products while upholding the highest standards of customer service, ensuring that every client interaction reflects our dedication to providing value to our customers.

Description

As a Inside Sales Representative (ISR) at Instinctive Metals (IM), you will play a crucial role in managing the customer ordering process, ensuring all sales orders are completed accurately and efficiently.

Your primary responsibility will be to ensure as a team we capture and include all necessary details upfront on every single sales order, enabling smooth production processes, service, and quality that meets or exceeds our customers requirements and expectations.

This shall all be done will consciously building strong rapport with customers to deepen relationships and enhance account management.

Primary Responsibilities :

• Complete Sales Orders : Ensure all sales orders are processed in accordance with IMs standard operating procedures and the sales order checklist, capturing all relevant details at the time of order placement to enhance efficiency, accuracy, and quality.
• Training Fulfillment : Participate in and complete all required training programs related to sales and customer service activities to continually improve skills and knowledge.
• Customer Relationship Building : Develop and maintain strong relationships with customers by engaging with them regularly, understanding their needs, and providing exceptional service to foster loyalty.
• Account Management : Proactively manage customer accounts by resolving issues, addressing discrepancies, and reaching out when orders or responses are not received as expected.
• Sales Opportunities : Identify and document in Salesforce opportunities within customer accounts to upsell and cross-sell products and services, enhancing overall customer satisfaction and increasing revenue.
• Quotation Management : Work collaboratively with Sales Territory Managers to create, complete, and deliver quotations to customers, targeting a turnaround time of one business day or less from receipt of the request to quote.
• Order Management : Oversee the customer ordering process, including reviewing and entering orders, sending order confirmations, communicating timelines, resolving service issues, and partnering with various IM departments (Engineering, Production, Sales, Service, Accounting, IT, Scheduling, and Shipping) to strengthen customer relationships.
• Follow-up on Orders : Work collaboratively with Sales Territory Managers to monitor the status of placed orders and proactively communicate updates to customers and or sales territory managers to ensure satisfaction and retention.
• Problem Resolution : Effectively address customer inquiries, problems, concerns, and complaints regarding Instinctive Metals products or services, striving for timely and satisfactory resolutions.
• Cross-Department Communication : Collaborate with team members across departments to meet customer account needs and maintain a cohesive approach to customer service.

Requirements :

A high-school diploma, with at least 2+ years of experience in a customer service or customer-facing role, or an equivalent combination of education and experience.

Excellent interpersonal and communication skills, both verbal and written, with the ability to effectively engage with customers and internal teams at all levels of the organization.

Strong computing skills, including proficiency in Microsoft Outlook, Word, Excel, and Adobe, with a focus on accuracy in data entry.

High attention to detail and a consistent history of producing accurate work.

A strong customer first mindset and well-developed customer service skills.

Proven ability to resolve interpersonal conflicts and problems in a professional manner.

Preferred Qualifications :

A certificate program or two-year degree in customer service, business management, or a similar field is preferred but not required.

Experience in the sheet metal fabrication industry or a related field.

Experience using an ERP software, preferably JobBoss.

Additional Notes : This role is primarily office-based, with regular visits to the plant floor, exposing the incumbent to light-to-moderate manufacturing noise.

Occasional work-related travel may be required, less than 10% of the time. The position is typically scheduled during weekdays and first-shift hours, although flexibility may be necessary for specific projects or initiatives.