Customer Service Representative

Under the guidance of the Inside Sales Manager, this associate will work together with the outside sales and other team members of the company to grow new and existing customers while increasing customer satisfaction.  It will include daily customer service duties: inbound calls to customers, entering incoming client orders, supporting outside sales on mutual client transactions and other duties as required. Customer calls will be with Dairy farmers across the Midwest, so a farming background and some product knowledge is required.  

 RESPONSIBILITIES AND DUTIES INCLUDE:

• Assist Outside Sales Representatives (OSR’s) in driving sales for designated customers
• Field all calls and coordinate route orders for your designated customer list
• Answer inbound calls
• Promote our Professional Service Team, Value Add services, programs and promotions 
• Quickly and accurately input client transactions: orders and quotes
• Handle all errors/returns/credits/damages and funnel through Sales Support Representative or Receiving Dept.
• Record all interactions with clients in Customer Relationship Management (CRM) program
• Offer clients information on products and solutions, up-sell, cross-sell, and educate each client with the goal of increasing sales and customer loyalty
• Use cost and availability to recommend alternate products and provide accurate information regarding availability of in and out of stock items.
• Find the most cost-effective avenue for shipping
• Review backorder reports daily and release backorders on a timely basis
• Sales Support Backup Duties

• Web Orders
• Processing Credits
• Year End Tax Report
• Route Want Lists
  • Assist Store customers
  • Assist in training process and creating/maintaining Standard Operating Procedures (SOPs)
  • Mentor/Coach new CSR’s in role

• Assist in other areas as directed by Manager
• Pursue professional growth through continued education and company sponsored educational sessions
• Contribute to building a quality work environment at Armor Animal Health by taking initiative, respecting others, and being a team player.  Follow the policies and procedures in the Armor Animal Health handbook.  Use good communication by listening and sharing information to enable others to do their jobs more effectively.  Use proper language and etiquette, set a good example and treat the customer with respect and appreciation.   
• RISE:  Be Responsive, Innovative, Find Solutions and Exceed Expectations

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each duty satisfactorily.  Enthusiasm, initiative, reliability, creativity, leadership, teamwork, confidentiality and an outgoing personality are important attributes for this individual. 

• 2 – 4-year degree or equivalent experience, agriculture or animal science background preferred but not required
• Demonstrated success in meeting sales goals and growing sales
• Strong interpersonal skills that help improve the bottom line and profitability of the company
• Excellent telephone sales personality skills that project a warm, inviting, and trustworthy image
• Ability to handle difficult customers with diplomacy and tact
• Excellent written and oral communication skills

• Proficient computer skills including MS office suite
• Ability to follow directions, prioritize work, make decisions, and manage multiple projects.
• Ability to speak/translate Spanish or other foreign language a plus
• Positive attitude and approach, integrity, and responsible  

• HOURS OF WORK:

• Monday – Friday 8-5pm; offering a competitive wage and full benefits package
• Occasional overtime, as needed

• OFFICE LOCATION – work is performed in the office

  1240 Green Valley Road

  Beaver Dam, WI  53916