REPORTS TO

Office Manager

POSITION SUMMARY

The purpose of this position is to interact with customers by providing price quotes, processing orders and answering product-related questions, resulting in high customer satisfaction and effective, collaborative relationships with other company departments, including shipping, production, the lab, quality, sales and accounts receivable.

POSITION ACCOUNTABILITIES

Inside Sales / Customer Service

The following are essential job functions.

  • Confer with customers to provide information about products, take and enter orders, and obtain details of complaints.
    • Provide pricing quotations for product offerings using established price list.
    • Assist with more complex quotations.
    • Register quotes in quotation log and in Salesforce.
    • Send out marketing materials, such as Product Data Sheets.
    • Enter orders into ERP system.
    • Provide order status and shipping information to customers.
    • Communicate with customers on status of complaint resolution.
  • Qualify and follow up with leads.
  • Provide sales leads to sales representatives and/or distributors.
  • Send credit applications to customers.
  • Execute the sample process.
    • Complete sample request forms and update sample log.
    • Work with Production or Lab to obtain samples.
    • Package samples for shipment.
    • Follow up on samples with customer.
  • Assist Office Manager in keeping the price list current.
  • Administer Customer Satisfaction surveys.
  • Assist with trade show prep.
  • Lead trade show follow-up efforts.

Secondary job accountabilities

  • Greet visitors, answer incoming calls.
  • Provide administrative support to shipping function.
  • Assist Lab Manager with maintaining PDFs.
  • Assist Production Manager and Office Manager in updating cost information.
  • Other related duties as assigned.

JOB SPECIFICATIONS

Minimum Education: Minimum two-year college degree required, with four-year degree desired.  Proficiency in French, with excellent English language skills, is required.

Minimum Experience: 1-2 years’ experience in customer relations or service, in a technical or scientific work environment required; proficient with Microsoft Office Suite

Knowledge

Administrative — Knowledge of administrative procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards, and evaluation of customer satisfaction.

Skills

Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Communicating – Anticipating the information needs of co-workers and other departments, and proactively meeting those needs; writing and speaking clearly and succinctly.
Monitoring — Monitoring/Assessing performance of oneself, other individuals, or organizations to make improvements or take corrective action.
Persuasion — Persuading others to change their minds or behavior.
Service Orientation — Actively looking for ways to help people.
Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.
Speaking — Talking to others to convey information effectively.
Time Management — Managing one’s own time and the time of others.

Competencies

Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
Concern for Others — Job requires being sensitive to others’ needs and feelings and being understanding and helpful on the job.
Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Integrity — Job requires being honest and ethical.
Proactive – Job requires taking initiative in anticipating problems and taking steps to minimize them, and recognizing additional opportunities and acting on them.
Self-Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Strategic Thinking — Job requires being able to see the big picture and take a creative approach to solving problems and continuous improvement.

Supervises: None

Exempt/Non-Exempt Non-Exempt

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Job Type: Full Time

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