Inside Sales & Customer Service Representative

Inside Sales & Customer Service Representative

SFS Group USA Inc is looking for a detail oriented and proactive Inside Sales/Customer Service to join our team in either our Wyomissing, PA, Norcross, GA or Durant, IA locations! In this role, you will be the primary point of contact for customers, ensuring their needs are met through effective communication, order management, and customer service. By proactively prospecting and collaborating across departments, you will contribute directly to achieving our business sales goals and enhancing customer satisfaction.

Principal Duties

Provide timely, professional customer service by phone, E-Mail, and other direct communication; effectively present and discuss SFS products and services.

Responsibilities

Respond promptly and professionally to customer inquiries, questions and complaints by phone, E-Mail and in person; resolve routine issues and escalate unusual or complex matters appropriately.

• Serve as the primary point of contact for select customers, providing updates on products, order status, and deliveries.
• Enter requests for quote, prepare customer quotations, and perform daily order entry in the ERP system.
• Prioritize customer service activities, including tracking orders and releasing material for shipment in the ERP system.
• Process returns and resolve customer complaints by clarifying issues, identifying root causes, explaining solutions, coordinating corrective actions or adjustments, and following up to ensure customer satisfaction and final resolution. Keep management informed of customer issues.
• Collaborate with Production Planning and scheduling to understand production schedules, material lead times, and shipping locations, and coordinate inventory availability and timely completion of repack materials.
• Work with management to address potential shipment delays, stock shortages affecting on-time delivery, and other customer concerns.
• Collaborate with Field Sales on new customer prospects and assist in opening new customer accounts.
• Make proactive sales calls to support business goals as requested by sales management.
• Manage credit card transactions and related inquiries as needed.
• Use SAP, other applicable ERP systems, CRM, and Confluence to perform job duties, and record prospecting and customer service activities in CRM.
• Demonstrate attention to detail, effective multitasking, professional communication, conflict resolution, and analytical skills while developing product and market knowledge.

The Ideal Candidate

1. High School Diploma or equivalent required.
2. 3-5 years of experience in inside sales, customer service, order management or a similar customer-facing role; distribution or manufacturing experience is preferred.
3. Strong customer-service judgment and professional telephone and email communication skills.
4. A friendly, helpful and solutions-focused approach, including the ability to remain composed when handling complaints or competing priorities.
5. Demonstrated accuracy in data entry, quotations, pricing and order processing.
6. Strong organization and the ability to prioritize multiple requests without losing track of details.
7. Initiative, accountability and the ability to work independently while contributing to a collaborative team.
8. Strong working knowledge of Microsoft Office, particularly Outlook, Excel and Word.

Location: 1045 Spring Street Wyomissing, PA 19610

Our employees are the driving force behind our successful and dynamically growing company. Join the SFS team and shape the future with us!

SFS Group USA, Inc. is an Equal Opportunity Employer