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Customer Sales & Service Rep

Company: Shurtape
Location: Hickory
Posted on: May 3, 2021

Job Description:


The Customer Sales & Service Representative's primary responsibilities are to provide inside sales and customer service support to assigned accounts. Working in collaboration with the direct sales force and independent sales agencies, the CS&SR actively seeks to increase sales revenue opportunities while providing service and support to distribution, end-users and sales. The essential support requirements are inclusive of all aspects of order management as dictated by standard work instructions. The essential sales requirements are soliciting and prospecting at assigned accounts to meet the growth & profitability goals for the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Order Management

  • Promptly & efficiently enters orders in SAP and verifies price. Also handles order changes (additions, cancellations, ship date, & special instructions changes.)
  • Logs relevant customer and order information inside the SAP order and/or customer master texts
  • Communicates order status, shipping/delivery information, re-promising notifications, pricing, inventory availability, expedites and other requests as generated by customer calls or emails. Follows up on backorders and stock outages.
  • Performs pre-quotation of freight charges using online carrier quoting tool
  • Handles all aspects of order management as dictated by department work procedures and instructions.
  • Communicates as necessary with the Returns/Credit coordinator to ensure replacement orders and customer credits/debits are completed. Handles billing questions, credit situations or carrier issues.
  • Supports online ordering and other Distributor Portal functionality as needed.
  • Performs OS&D duties and enters replacement order as needed.
  • Performs duties related to GIMS for new material number requests
  • Processes and files sample requisitions as needed
  • Performs other CSR territory back-up as well as other duties as assigned.

    Customer Relations

    • Acts as liaison between Sales, Scheduling, Marketing, Shipping, Manufacturing, Traffic, Purchasing and customers as needed to service general inquiries. Develops customer intimacy as a priority.
    • Performs competitive cross reference matching to Shurtape products for product recommendation using company charts, PSTC book, and internet
    • Provides general product, application and technical support to distributors and end users. In more technical situations owns the issue until the customer receives the answer from the appropriate source.

      Inside Sales

      • Prospect and solicit from a portfolio of targeted assigned accounts.
      • Maintain existing account relationships and provide cost-effective solutions to meet targeted account needs
      • Build trusting relationships with targeted distributor accounts and tape end users
      • Serve as tape solutions specialist to proactively create incremental pull-through sales
      • Contact existing accounts to educate distributors on the various products and services as well as creating engagement for promotional programs
      • Create and define value for distributors by understanding their business model
      • Enhance sales performance by acquiring product and industry knowledge on a continuous basis and building capability as an inside salesperson
      • Negotiate pricing programs with new and existing distributors to gain consistent revenue growth while protecting profitable margins
      • Quote pricing using company guidelines and tools.
      • Create STQ quotes and price records for own accounts and supports TSMs and IRs as needed.
      • Prepare slides and conduct sales meetings via teleconference and the internet
      • Create growth goals and conducts key performance indicator reviews with assigned distributor base
      • Document and report sales activity through designated software and/or communication channels
      • Create new customer workflows as needed.
      • Participates in ongoing and continual product training


        To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


        • Education
          • College degree preferred
          • Skills
            • Proper phone etiquette with excellent communication skills including: Public speaking and presentation skills, Effective sales and negotiation skills, Professional written and verbal communication skills, Developed listening skills
            • Accurate and proficient in data entry. Ability to diligently adhere to standard work instructions.
            • Strong computer skills (word processing, spreadsheets, charts & graphs, including Microsoft Word, Outlook, PowerPoint and Excel); previous experience with SAP is a definite plus
            • Self-motivated, competitive and enthusiastic with a flexible, open-minded, positive attitude. Able to work independently
            • Well-developed problem-solving skills and confidence in making decisions
            • Ability to multi-task, prioritize and balance workload to hit short deadlines and changing priorities at a fast pace while paying close attention to detail
            • Excellent interpersonal skills and the ability to work in a team environment with various personalities. Exhibits business professionalism when dealing with people at all levels, both inside and outside the organization
            • Abilities
              • Ability to maintain a courteous, professional demeanor to demonstrate customer care and build customer intimacy
              • Demonstrated ability to work independently, manage several assignments simultaneously, and complete tasks using effective problem-solving skills
                • Experience
                  • Minimum of 2 years of experience in Customer Service (excluding retail)
                  • 2-4 years' sales/telemarketing experience (excluding retail sales) in the past four years
                  • Preferable experience in solution selling where the value is communicated over product features and functionality

                    PHYSICAL DEMANDS

                    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

                    • Sitting for extended periods
                    • Typing
                    • Talking on the telephone
                    • Ability to lift and work with some office supplies that may be more than 25 pounds (Printer/Copier paper, etc.)

                      WORK ENVIRONMENT

                      This is a fast-paced work environment with consistent pressure to complete duties as outlined above which requires ability to manage multiple projects at a detailed level and provide support to many internal departments in a fast-changing environment. Many duties listed above are time-sensitive and have strict deadlines for completion.

                      Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

                      The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor"s legal duty to furnish information. 41 CFR 60-1.35(c) About Shurtape

Keywords: Shurtape, Hickory , Customer Sales & Service Rep, Sales , Hickory, North Carolina

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