Inside Sales Representative

Job Description

Job Description

WHO WE ARE

For more than 75 years, Douglas Dynamics has been North America’s premier manufacturer and upfitter of commercial work truck attachments and equipment. Our family of industry-leading brands — FISHER® , SnowEx® , WESTERN® , HENDERSON® , DEJANA® , and VENCO VENTURO® — is trusted for superior innovation, reliability, and performance.

Just as important as what we build is how we build it . We believe our people and culture are critical to our success. At Douglas Dynamics, you’ll be part of a team that values collaboration, continuous improvement, and empowered decision-making. We provide the tools, training, and support our employees need to thrive — because when our people succeed, so does our business.

When you join Douglas Dynamics, you become part of a tradition — and a future — where your ideas matter, your contributions are valued, and your growth is supported.

Our Core Values — Grow, Improve, and Engage — define who we are and guide how we work every day. We bring these values to life through our Winning Behaviors , which shape how we serve our customers, support one another, and succeed together:

• Be Customer & Results Driven – Consider the customer in everything you do and focus on meaningful outcomes.
• Anticipate the Possibilities – See around corners and embrace ideas that move our business forward.
• Collaborate & Care – Work together and support our customers, communities, and each other.
• Communicate Responsibly – Build trust through thoughtful listening and clear communication.
• Develop Self & Others – Take ownership of your growth while helping others do the same.
• Get Better Every Day – Continuous improvement is at the heart of how we work — every day.

We are seeking an Inside Sales Representative to join our team and help drive our continued success. This role plays an important part in supporting our customers, strengthening our business, and contributing to the long-term growth of Douglas Dynamics.

Manage relationships with customers via telephone and email communication. Maintain superior customer service by properly following up on all customer inquiries promptly, addressing customer concerns and directing customers to the correct department for any further investigation, and processing orders in a timely fashion.

• Receive telephone calls and answer questions pertaining to inventory availability, order status, ship dates, vehicle applications, distributor location referrals, pricing, invoice inquiries, product inquiries, freight inquiries, promotions and programs, and literature requests.
• Process orders received via telephone, fax, e-commerce, e-mail, and postal mail into TCM (ERP System). Solicit sales of new or additional services. Maintain customer files via hard copy and electronic format.
• Help manage an effective and cost sensitive freight schedule by working closely with direct supervisor and scheduling coordinators.
• Maintain superior customer service by tracking missing orders, answering / correcting complaints concerning billing, service rendered, shipping errors, shipping damage and freight claims, shortages, and returning voice mail messages. Timely and thorough recording of pertinent errors into CARMA database and generation of RMA records when appropriate.
• Gather materials needed to produce (program/promotional) mailings to distributors. Ability to assist/manage/implement other projects as needed with minimal supervision.
• Follow all Douglas Dynamics safety rules; maintain safe work area and equipment. Promptly report or resolve any unsafe conditions.
• Follow all Company and department procedures and policies.
• Complete other reasonably related duties as assigned.

Education:

• High School diploma, and one to three years related experience and / or training; or equivalent combination of education and experience.
• College degree or equivalent experience preferred.

Related Skills and Knowledge:

• Developing Traffic/Shipping industry knowledge.
• Developing ability to apply mechanical aptitude.
• Ability to apply basic mathematical skills such as calculation of discounts and percentages.

Computer Skills:

• Developing ability to utilize multiple computer software programs including Microsoft Outlook, Microsoft Excel, and Microsoft Word.
• Developing ability to effectively utilize ERP system and proprietary software to conduct searches, answer questions, produce reports, provide order details, shipping schedules, etc.
• Developing ability to effectively utilize CRM software to conduct searches, answer questions, produce reports, and record relevant customer interactions.
• Developing ability to navigate and utilize company and related industry websites and software such as eCommerce, CARMA database, Match programs, etc.
• Developing ability to educate and train customers on company and industry related websites and software to nurture and grow customer development.

Manufacturing and Industry Knowledge:

• Developing ability to understand sales forecasting, production scheduling, and supply chain.
• Developing ability to understand and apply Available to Promise as it relates to and impacts customer service and order management.

Development and Growth:

• Developing ability to apply complex product and industry-specific topics and leverage the material to successfully service internal and external customers as part of the Essential Duties and Responsibilities as outlined in this Job Description.
• Follow and utilize departmental Standards of Work.
• Participate in the creation, revision, and release of Standards of Work.

Quality Focus:

• Developing ability to efficiently and accurately record data such as Customer Orders, Complaint Records, Warranty Registration, and other relevant data.
• Developing ability to successfully maintain and contribute to 5S goals
• Developing ability to articulate the significance of Lean concepts and 5S to the overall health and success of the business.

Communication/Interpersonal Skills:

• Communicates efficiently, effectively and professionally as perceived by the internal and external customers.
• Demonstrated ability to consistently maintain a high level of energy and enthusiasm that is undeniably perceived by internal and external customers.
• Demonstrated ability to accept and support changes in procedures, products, and services and offer constructive feedback throughout the developmental process.
• Demonstrated ability to work effectively with wide-ranging personality types and diplomatically resolve conflict.
• Demonstrated ability to operate effectively in a team environment across discipline and geographical boundaries.

Decision Making/Judgement:

• Demonstrated ability to think logically and practically before making decisions.
• Consistently seeks advice when appropriate.
• Demonstrated ability to maintain confidentiality when required.

Conflict Resolution:

• Developing ability to fully resolve heated disputes with internal and external customers utilizing a diplomatic approach that does not jeopardize the overall relationship.

Leadership and Development:

• Demonstrated desire and accompanying performance to continuously grow and improve skill set and add value to the organization.

• A fulfilling career with the opportunity to contribute to an industry leader
• Competitive salary commensurate with experience
• A comprehensive benefits package
• Generous 401(k) match
• Profit sharing for all full-time employees
• Ongoing learning and development opportunities, including access to Douglas Dynamics University (DDU)

At Douglas Dynamics, we don’t just talk about improvement — we live it . We’re committed to creating an environment where people can grow, ideas are encouraged, and learning never stops. Your development matters here, and we are invested in helping you build a rewarding career.

Don’t meet every requirement? Studies show that women, people of color, and historically underrepresented talent are less likely to apply unless they meet every qualification. At Douglas Dynamics, we are committed to building a diverse, inclusive, and authentic workplace — and we encourage you to apply.

Douglas Dynamics, LLC is an Equal Opportunity Employer and does not discriminate against qualified applicants based on race, color, sex, age, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.