Inside Sales Coordinator
Marvin Canada
Burnaby, BC, Canada
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Job Summary

The Inside Sales Coordinator will be responsible for supporting the sales team with a variety of functions ranging from post-sales process management, scheduling delivery & service appointments, showroom support, and inside sales. This position will be working closely with various department teams, handling inbound calls, managing customer-based questions/inquiries and ensuring timely communication with customers regarding all post sales steps in the order process. The ideal individual must be motivated, enthusiastic, organized, and has a passion for helping people. The goal is to contribute to the overall operational efficiency and provide superior customer service experience to the best of your abilities.

 

Essential Job Functions 

Inside Sales – 20%

  • Act as the first point-of-contact by greeting and welcoming customers/visitors, and offering assistance
  • Have a strong breadth of product and service knowledge, be able to answer questions and describe features and benefits of products
  • Understand the customers’ projects and provide suggestions or walkthroughs of product offering
  • Communicate to customers and sales team unforeseen delays and/or problems
  • Research and qualify new leads and opportunities
  • Utilize the CRM function to manage current and potential customers
  • Relay customer quality improvement suggestions for company services

 

Service & Delivery – 40%

  • Communicate with customer (could be B2B or B2C) at each step following the finalization of the order to provide production, delivery, installation status updates, etc. (4 touch points)
  • Respond to complaints from customers in a professional manner
  • Schedule service site appointments, confirm appointments with customers, and ensure the customers are aware of all on-site requirements;
  • Plan and schedule deliveries with Territory Manager and customer
  • Handle reception duties and maintain relationship with customers in person, over the phone and via email to ensure an exceptional customer experience
  • Maintain a high level of customer service through professionalism, diplomacy, and sensitivity that depicts the company’s values

 

Administrative – 40%

  • Ensure follow-up on accounts and leads given to Territory Managers
  • Ensure customer information is logged and properly tracked in Salesforce
  • Confirm deliveries & final payment with customers
  • Close completed customer files once delivered & complete
  • Maintain delivery and collections logs
  • Assist with planning and organizing for events
  • Ensure the adequacy of sales-related materials (e.g. supplies, samples, swag)
  • Assist with various showroom responsibilities and travel arrangement requests
  • Additional duties and responsibilities as assigned

 

Job Requirements

  • Minimum of 3 years' experience, preferably within a showroom environment within the construction or building materials industry, or the equivalent combination of education and experience
  • Experience working with Salesforce.com or similar CRM
  • Excellent computer skills; especially MS Office
  • Must be able to maintain a high level of industry product and service knowledge and communicate that knowledge effectively to customers
  • Ability to adapt to information about product innovations, competitors, and market conditions
  • Demonstrated ability to analyze and interpret the needs of the customers and offer appropriate options, and solutions, as required
  • High level of commitment to exceptional customer service
  • Demonstrated initiative with the ability to work effectively in a diverse and collaborative team-based environment
  • Foster the development of a culture reflective of the core values of the business
  • Well-organized and responsible with an aptitude in problem-solving
  • Excellent interpersonal skills and must be able to effectively communicate both written and verbal
  • Ability to adapt to new technology and must be quick to pick up new product and service knowledge
  • Proficiency in English; French would be an asset
  • Ability to work individually or as part of a team

 

Working Conditions 

  • Operation of desktop computer and peripherals
  • Extended periods of sitting
  • Interaction with internal staff, dealers, management, customers/clients, and the public at large
  • Working in a busy office environment with frequent interruptions
  • Occasional overtime
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