At Atlas Tools & Machinery, we are committed to delivering an exceptional customer experience, fostering positive relationships, and providing the right solutions for our clients' needs.

We are seeking a customer-obsessed and passionate Industrial Sales Associate who provides a white-glove service experience. The Industrial Sales Associate is dedicated to growing the business and enhancing the customer experience by going above and beyond to meet their needs, focusing on providing tailored solutions, and always seeking opportunities to elevate the service we offer. At Atlas, we are committed and dedicated to building strong client relationships and we do this by being solution-oriented, connecting with our clients and ensuring they feel valued and supported.

Key Responsibilities:

Customer Service & Support (All Communication Channels)

• Provide exceptional service to customers both in-store and remotely.
• Provide knowledgeable support through phone calls, emails, and other communication channels.
• Convert customer inquiry calls into sales opportunities, wherever possible.
• Assist in-store customers with specialized requests such as large product order requests or unique purchases for non-stock items, working in collaboration with purchasing.
• Respond to calls forwarded by the CSR team, be a product knowledge expert, track types of inquiries, and categorize them to improve future follow-up processes.
• Become a product expert to answer customer inquiries and, when necessary, gather information from the sales floor team to share with customers.
• Update customer data, including trade verticals to ensure the data is current and relevant.
• Manage in-person clients seeking terms and conditions, ensuring a smooth process for account set-up and follow-through.

Inside Sales

• Manage smaller industrial (inside) sales clients who are not on-site, guiding them through their journey and identifying opportunities for collaboration with Key Accounts, when applicable.
• Utilize NetSuite to convert inbound sales calls into purchases ensuring accurate information and quotes.
• Track and follow-up on leads generated by the showroom team, ensuring each lead is recorded, addressed and properly followed-up.
• Review, identify and proactively engage with past customers to understand their needs, where they are sourcing current items and how we can re-engage their interest by offering tailored solutions, addressing any past concerns, and exploring opportunities to ensure a personalized approach to strengthen a business relationship.
• Identify clients that fit the industrial sales customer profile and refer them to the Key Accounts team members for further follow-up and engagement.
• Review customer lists identified by management, proactively engaging with clients to cross-sell complementary products and find solutions.

Collaboration & Communication

• Develop strong relationships and work closely with Sales Associates to gain product specific knowledge to respond appropriately to customer inquiries.
• Maintain strong communication with the General Manager, to ensure you are aware of department focus, and key customer needs.
• Develop strong relationships with the Industrial Sales team for continuous learning and ensure your selling strategies are aligned.
• Utilize exceptional written and verbal communication skills to engage effectively with clients, collaborate cross-departmentally, and maintain a high level of professionalism in all interactions.

Reporting & Data

• Track and retain a log of customer feedback, inquiries, and product requests to review weekly, ensuring continuous improvement of customer experience, service, web, and sales strategies.
• Share key insights to relevant teams, such as marketing (web) and purchasing to improve the customer experience.

Qualifications:

• Minimum of 3+ years of experience in a retail sales or customer service environment.
• Strong verbal and written communication skills.
• Able to efficiently prioritize and manage multiple tasks and customers.
• High level of product knowledge in each area of the business as well as the ability to quickly learn new products.
• Strong computer skills, experience using NetSuite is preferred.
• Proactive communicator with a strong ability to share information as needed with cross functional departments.
• Able to work in a fast-paced environment, identifying priorities and actioning them.

At Atlas Tools & Machinery, we are committed to fostering an inclusive and diverse workforce. We welcome applicants from all backgrounds and are proud to be an equal opportunity employer. We support individuals with disabilities through the accommodation process during the hiring process. Please reach out to our Human Resources team or the hiring manager if you require accommodation to apply.