Inside Sales / Customer Service - HVAC / Plumbing at BORNQUIST INC – East Moline, Illinois

We believe our employees and customers will recognize us as a leader in our industry and a valuable resource!

We invite you to apply to be a part of our winning team!

We are an Equal Opportunity Employer: disability/veteran.

Benefits:

Medical (HMO, HSA & PPO options), Dental, Vision, Generous Profit Sharing and 401k Program, Short Term & Long Term Disability, Employee Assistance Program, Employee Discounts through ADP LifeMart/LifeCare, Paid Time Off

Position summary:

This position is responsible for interacting with customers to provide information in response to inquiries about products and/or services and to address and resolve customer issues. Inside Sales Representatives also enter and release orders obtained via phone, fax, e-mail and Outside Sales. Additionally, this position also assists in less technical product and system troubleshooting and replacement parts identification.

Duties and Responsibilities:

• Confers with customers by telephone, fax or email to provide pricing, availability and technical information about products and/or services.
• Takes, enters, changes, expedites and cancels customer orders as required.
• Works with engineers to ensure approval of submittals before final release of projects. Once approved, release jobs for order in our enterprise software.
• Follows up to learn who was awarded the job, once jobs are bid. Notifies salesman responsible for the awarded contractor/wholesaler.
• Creates and processes quotes using manufacturer’s and supplier’s software/ecommerce sites as necessary.
• Works with customers and Purchasing Agent to process non-warranty return material requests.
• Processes A/R debit and credit memo requests to resolve billing issues.
• Works with sales, purchasing, service department, warehouse, suppliers and customers as necessary to ensure resolution of customer concerns or issues.
• Records in CRM system details of customer interactions or transactions, quotes, inquiries, complaints, or comments, as well as actions taken.
• Builds and maintains relationships with manufacturers, suppliers, engineers, contractors, end users and wholesalers.
• Performs other related duties as assigned by management.

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience. Associates Degree in Technical field preferred.
• Computer skills required:
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality required.
• Proficiency utilizing Enterprise software preferred (Prophet 21 by Epicor). Training can be provided.
• Other skills required:
• Excellent customer service skills with a strong desire to go above and beyond to exceed customer expectations.
• Strong mechanical aptitude and understanding of the systems and equipment technicians are working on and the tools they use.
• Talking to others to convey information effectively.
• Resolving conflicts, hiring, developing and motivating employees.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• The ability to accurately assess customer needs, meeting quality standards for services and evaluation of customer satisfaction.

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Frequently required to stand, walk, and sit.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, or kneel.
• Continually required to talk or hear.
• Continually utilize visual acuity to read technical information and use a keyboard.
• Occasionally required to lift/push/carry items less than 25 pounds.
• Specific vision abilities required by this job include: close vision; distance vision; depth perception and ability to adjust focus.