Job Title: Inside Sales Associate
Requisition Number: CUST OPS-4739
Interest Category: Administrative / Customer Service
Hourly/Salary: Hourly
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
Position Summary
The Inside Sales Associate is accountable for lead generation for various inside sales efforts and supporting the repair and remodel segment by maintaining customer relationships with the highest level of service, supporting the R&R Marketing team with administration of the James Hardie Contractor Programs, providing timely and accurate follow-up, and demonstrating a positive, friendly attitude.
The Inside Sales Associate coordinates information provided by other functions within the company including segment management, sales, marketing, IT, and accounting. Additionally, the Inside Sales Associate maintains accurate information and customer profiles within our database and often utilizes other software applications like Salesforce.com.
The Inside Sales team is a supporting function of James Hardie’s initiative to drive PDG and will work cross-functionally with various areas of the business including but not limited to outside sales and marketing. The Repair and Remodel Segment is the largest building-products segment in North America and James Hardie is the world’s largest siding manufacturer. This segment is a strategic priority for the business, and this position will have a high degree of contact and interaction with both customers and internal team members. The Customer Account Representative reports to the Inside Sales Manager.
Position Responsibilities
Generate leads for conversion opportunities of assigned insides sales initiatives and maintain dashboard results by: (35%)
- Exhausting all resources to generate new leads including internet searching, permit list, purchased contacts, channel events and segment & prioritize leads for effectiveness & efficiency
- Qualifying leads utilizing criteria specific and relative market segments knowledge to filter opportunities and targets
- Working with Salesforce administration and maintaining Salesforce reporting requirements that provides the correct level of insight required to assess success and failure
Provides exceptional customer service, including building and maintaining effective internal and external customer relationships by: (35%)
- Answering telephone calls from both internal and external customers, assisting homeowners with questions related to James Hardie’s contractor programs, resolving customer concerns within guidelines, responding to requests for information, and coordinating information between various facets of the company;
- Following up to requests for information and communication including faxes, email messages, voice mail messages, and text messaging;
- Working with contractors to track their James Hardie jobs;
- Interacting with the R&R reps as required to ensure open communication on interactions between homeowners and contractors
- Coordinating information flow between customers, segment management, sales, and marketing;
- Resolving customer concerns or issues within guidelines and escalating issues to management as needed;
- Communicating accurate information regarding program requirements, status, and renewals;
Provides data management and analysis by: (30%)
- Auditing submitted jobs for accuracy in the company’s proprietary Customer Relationship Management (CRM) system;
- Running reports and managing data accordingly, examples include the Job Tracker Report and Attachment Rate reports;
- Monitoring key contractor program website analytics, including visits, clicks, time on site, adoption of tools, reward program activity, etc.
- Forwarding errors related to Company systems to the appropriate parties to resolve identified issues; and,
- Participating in projects to improve accuracy, effectiveness, or efficiency of the system or process.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Quantitative Dimensions
Decision Making:
The Inside Sales Associate makes decisions that are data driven and based on existing procedural documents.
Supervisory/Lead
Responsibilities:
The Customer Account Representative does not have any reports or supervisory/lead responsibilities.
Scope of Position:
The Inside Sales Associate functions as a member of a team accountable for driving PDG, customer satisfaction, and achievement of Company objectives.
Position Requirements
Knowledge, Skills, and Abilities:
Required:
- Willingness to work as part of a team and contribute to the success of the group.
- Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
- Demonstrated advanced skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software).
- Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
- Strong attention to detail.
- Ability to handle multiple tasks simultaneously in a timely manner.
- Ability to follow existing procedures and to identify efficiency opportunities and suggestions for areas of potential improvement (preferred).
- Ability to type quickly and accurately (at least 40 wpm preferred).
- Ability to manage calls (within ACD phone system preferred).
- Willingness and ability to travel if needed for training or functional support, typically less than 5%.
Education/Experience:
Required:
- Bachelor’s Degree in Business, Communications, or related field.
- One or more years of experience within a customer service, inside sales, or order entry role (preferred).
- Experience with CRM application within an SAP environment (preferred).
- SalesForce experience (preferred).
#LI-AT1
Requisition Number: CUST OPS-4739
Interest Category: Administrative / Customer Service
Hourly/Salary: Hourly
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
Position Summary
The Inside Sales Associate is accountable for lead generation for various inside sales efforts and supporting the repair and remodel segment by maintaining customer relationships with the highest level of service, supporting the R&R Marketing team with administration of the James Hardie Contractor Programs, providing timely and accurate follow-up, and demonstrating a positive, friendly attitude.
The Inside Sales Associate coordinates information provided by other functions within the company including segment management, sales, marketing, IT, and accounting. Additionally, the Inside Sales Associate maintains accurate information and customer profiles within our database and often utilizes other software applications like Salesforce.com.
The Inside Sales team is a supporting function of James Hardie’s initiative to drive PDG and will work cross-functionally with various areas of the business including but not limited to outside sales and marketing. The Repair and Remodel Segment is the largest building-products segment in North America and James Hardie is the world’s largest siding manufacturer. This segment is a strategic priority for the business, and this position will have a high degree of contact and interaction with both customers and internal team members. The Customer Account Representative reports to the Inside Sales Manager.
Position Responsibilities
Generate leads for conversion opportunities of assigned insides sales initiatives and maintain dashboard results by: (35%)
- Exhausting all resources to generate new leads including internet searching, permit list, purchased contacts, channel events and segment & prioritize leads for effectiveness & efficiency
- Qualifying leads utilizing criteria specific and relative market segments knowledge to filter opportunities and targets
- Working with Salesforce administration and maintaining Salesforce reporting requirements that provides the correct level of insight required to assess success and failure
Provides exceptional customer service, including building and maintaining effective internal and external customer relationships by: (35%)
- Answering telephone calls from both internal and external customers, assisting homeowners with questions related to James Hardie’s contractor programs, resolving customer concerns within guidelines, responding to requests for information, and coordinating information between various facets of the company;
- Following up to requests for information and communication including faxes, email messages, voice mail messages, and text messaging;
- Working with contractors to track their James Hardie jobs;
- Interacting with the R&R reps as required to ensure open communication on interactions between homeowners and contractors
- Coordinating information flow between customers, segment management, sales, and marketing;
- Resolving customer concerns or issues within guidelines and escalating issues to management as needed;
- Communicating accurate information regarding program requirements, status, and renewals;
Provides data management and analysis by: (30%)
- Auditing submitted jobs for accuracy in the company’s proprietary Customer Relationship Management (CRM) system;
- Running reports and managing data accordingly, examples include the Job Tracker Report and Attachment Rate reports;
- Monitoring key contractor program website analytics, including visits, clicks, time on site, adoption of tools, reward program activity, etc.
- Forwarding errors related to Company systems to the appropriate parties to resolve identified issues; and,
- Participating in projects to improve accuracy, effectiveness, or efficiency of the system or process.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Quantitative Dimensions
Decision Making:
The Inside Sales Associate makes decisions that are data driven and based on existing procedural documents.
Supervisory/Lead
Responsibilities:
The Customer Account Representative does not have any reports or supervisory/lead responsibilities.
Scope of Position:
The Inside Sales Associate functions as a member of a team accountable for driving PDG, customer satisfaction, and achievement of Company objectives.
Position Requirements
Knowledge, Skills, and Abilities:
Required:
- Willingness to work as part of a team and contribute to the success of the group.
- Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
- Demonstrated advanced skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software).
- Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
- Strong attention to detail.
- Ability to handle multiple tasks simultaneously in a timely manner.
- Ability to follow existing procedures and to identify efficiency opportunities and suggestions for areas of potential improvement (preferred).
- Ability to type quickly and accurately (at least 40 wpm preferred).
- Ability to manage calls (within ACD phone system preferred).
- Willingness and ability to travel if needed for training or functional support, typically less than 5%.
Education/Experience:
Required:
- Bachelor’s Degree in Business, Communications, or related field.
- One or more years of experience within a customer service, inside sales, or order entry role (preferred).
- Experience with CRM application within an SAP environment (preferred).
- SalesForce experience (preferred).
#LI-AT1