Career Opportunities

Customer Service and Sales Support Representative/Administrator

Performance Controls is hiring its first customer service/sale support administrator who will work closely with sales, sales management, quality management, and marketing. This new position requires familiarity with customer service/sales administration principles in a business-to-business environment where most customers are OEM manufacturers. The position will challenge your creativity and versatility. We offer a small company environment, stable conditions in a growing business, and as we grow, an opportunity for personal growth and supervisory or managerial responsibilities. The successful candidate will have excellent communication skills and will be comfortable and proactive in discussions with customers and sales people. He or she must also be able to build relationships with customers and outside sales staff by telephone. Training will be informal.

  1. I. Responsibilities
    1. 1. Handle customer service requests
      1. Provide direct point of contact for customers
      2. Transfer customer calls to appropriate staff
      3. Provide Return Material Authorization (RMA) numbers and related information
      4. Provide order status updates to customers when requested
      5. Enter customer purchase orders (PO’s)
      6. Provide general information about company’s products and services
      7. Research and resolve customer complaints
      8. Research and resolve apparent billing or payment errors
      9. Communicate with customer by phone, e-mail, or fax
      10. Follow-up open service and sales issues
      11. Measure and periodically report key performance statistics
      12. Update customer profiles and account information
      13. Maintain positive, civil and productive discourse with dissatisfied customers
      14. Maintain contemporaneous documentation (knowledge base) for future reference using an automated system designed for that purpose. (Current system is “Made-2-Manage”).
      15. Recommend process improvements
    2. 2. Provide administrative support for salesmen or representatives
      1. Maintain a customer and prospect database
      2. Compute commission payments due (the controller will need the information).
      3. Provide telephone backup for sales when requested to do so (usually limited to taking messages which can be relayed by phone, e-mail, or text message.)
      4. Prepare RMA Service (repair) quotations
      5. Enter customer purchase orders
      6. Forward sales collateral to customers or salesmen when requested
      7. Manage leads and opportunities
      8. Measure and periodically report key performance statistics
      9. Maintain price lists
    3. 3. Other duties as apparent or assigned
  2. II. Expected Outcomes
    1. Sales people can devote more time to selling
    2. Process efficiency improves; error rates decrease
    3. Customer satisfaction increases
    4. Salesman satisfaction increases
    5. RMA process operates effectively and efficiently
  3. III. Desired personal skills and traits
    1. Work independently and collaboratively as part of a team
    2. Handle and manage multiple tasks and set priorities
    3. Be flexible – priorities can change in a short time
    4. Handle occasional stressful situations
    5. Tactfully and proactively contact customers and potential customers
    6. Confidently take initiative and work without close supervision; a self starter
    7. Skillfully organize the department and the work.
    8. Be analytical when necessary
    9. Quickly create trusting relationships via phone
    10. Skilled in the use of Microsoft Word, Excel, PowerPoint, and Access
    11. Communicate (in writing and verbally) tactfully and effectively
    12. Solve problems with logical and thoughtful analysis of available options
    13. Listen effectively
    14. Be friendly and professional; outgoing and able to connect with people
    15. Be comfortable with a small company environment
    16. Be punctual, responsible and accountable
    17. Be service oriented
  4. IV. Minimum Qualifications; the selected candidate will have:
    1. Reliability with a high level of integrity; able to maintain confidential information without fail
    2. A high school diploma; an associate or bachelor’s degree is preferred.
    3. Relevant post high school administrative training
    4. Evidence of continuous education and training to update customer service and administrative skills
    5. Five or more years of related experience preferably in a small business environment
  5. V. Basic Physical Requirements
    1. Communicate with sales people and customers via telephone, fax, text message, or e-mail
    2. Use keyboards to document customer service transactions
    3. Prepare quotes, commission computations, CRM data, forms etc. using computer systems.