Sales and Service Representative

Job Description

Job Description

Sales and Service Representative (SSR)

Position Summary

The Sales and Service Representative (SSR) is responsible for maintaining and developing customer relationships, supporting account growth, and ensuring the timely, efficient, and cost-effective delivery of service tools and products. This role serves as a key point of contact for customers and works closely with the Regional Sales Representative (RSR) and Service Center Manager to support customer satisfaction, account retention, sales opportunities, and overall business growth.

The SSR is responsible for managing an efficient daily route, coordinating deliveries and freight between Service Centers, communicating customer needs, and identifying opportunities to improve service and strengthen customer relationships. Success in this role requires strong customer service, organization, communication, time management, and a commitment to sales growth and profitability.

Essential Functions

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*

1. **Customer Relationship Management:

   ** Maintain and develop positive business relationships with existing customers to support account retention, customer satisfaction, and long-term growth.

2. **Account Development:

   ** Develop an understanding of customer needs, identify opportunities to expand business, and collaborate with the RSR to support sales growth and account development.

3. **Customer Service and Delivery:

   ** Ensure customer orders and service tools are delivered accurately, promptly, and reliably, meeting or exceeding customer expectations.

4. **Route Management:

   ** Plan and manage an efficient, productive, and economical daily route to maximize customer service, delivery performance, and time utilization.

5. **Customer Communication:

   ** Communicate proactively with customers regarding deliveries, service needs, product availability, and proposed solutions.

6. **Internal Collaboration:

   ** Maintain clear and consistent communication with the Service Center Manager, RSR, and other internal teams to coordinate customer needs and business activities.

7. **Freight Coordination:

   ** Coordinate freight and product transfers between Service Centers to support timely deliveries and efficient operations.

8. **Documentation and Accuracy:

   ** Review and correct freight settlement documents and other applicable records to ensure accurate freight cost allocation and reporting.

9. **Transportation Performance:

   ** Support transportation planning, carrier performance tracking, and alignment with established carrier agreements and cost objectives.

10. **Continuous Improvement:

    ** Evaluate daily route performance, identify opportunities to improve efficiency, and maintain updated route schedules to support productivity and customer service.

11. **Cost Management:

    ** Operate the service vehicle responsibly and make sound decisions that support efficient operations, cost control, and overall profitability.

12. **Sales Support:

    ** Collaborate with the RSR to share customer feedback, communicate account needs, identify business opportunities, and support initiatives that contribute to sales growth.

13. **Problem Resolution:

    ** Respond to customer concerns and delivery issues promptly and professionally, coordinating with internal teams to identify and implement appropriate solutions.

Competencies

1. **Builds Networks:

   ** Builds strong formal and informal working relationships and draws knowledge from multiple functions to support customers and business objectives.

2. **Communication Proficiency:

   ** Communicates openly, clearly, and effectively with customers, Service Center Managers, Regional Sales Representatives, and other internal partners.

3. **Interpersonal Savvy:

   ** Relates well to people, demonstrates diplomacy and tact, and builds rapport with customers and colleagues.

4. **Customer Focus:

   ** Establishes and maintains effective customer relationships, identifies customer needs, and shares opportunities with Regional Sales Representatives.

Performance Management and Success in the Role

The output of the Service Driver will be linked to the corporate goals of Sales Growth and Profitability. The SSR will be largely evaluated on the efficiency and productivity of his route activities as measured by Salesforce. A key performance metric for the SSR is the amount of dollars picked up and delivered on an average daily basis.The SSR will also be reviewed on the ability to connect with customers, understand the business, and manage operating costs.Success in the role will be measured in part to these metrics as well as individual behaviors including: Depth of Thought, Ability to Drive for Results, Ability to work with and through others (People), and Self Knowledge, understanding personal strengths and weaknesses.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates out of a service vehicle (Peak Cargo Van)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must be able to lift up to 75 lbs

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours of 7:00 a.m. to 5:00 p.m. daily. Occasional evening and weekend work may be required as job duties demand.

Travel

Travel is primarily local during the business day, although some out-of-the-areas.100% travel required

Required Education and Experience

1. High School Diploma

2. Minimum of three years of experience in transportation, logistics or customer service for a multi-site manufacturing or service company

You should be proficient in:

• Customer Service
• Territory Sales
• Outside Sales