Principal Duties/Responsibilities:

· Listens and responds to customer questions and probes for customer needs via telephone and e-mail applying product knowledge to help customers with routine and emergency situations.

· Works with Sales Executives and computes price of services, discount and shipping charges. Initiates purchase requisitions.

· Follows up on quotes, parts exchanges and orders to ensure delivery by specified dates.

· Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.

· Attains knowledge of customer contracts and manages a key customer account.

· Develops and maintains customer’s profile within database including contact information, billing and shipping information, and discount structure.

· Prepares reports for Sales Account Managers and management, as required.

· Provides suggestions for process and system improvements and work through implementation and testing.

· Builds customer volumes and sales by cross selling and up selling alternative solutions.

Knowledge, Skills, Abilities (KSAs), & Competencies:

Essential KSAs:

· Associates Degree from a two-year college or technical institution and one year of related experience and/or training or equivalent combination of education and experience.

· Must possess effective communications and client relationship skills.

Desirable KSAs:

· Ability to learn and use sophisticated computer software.

Competencies:

· Communications

· Customer Focus

Physical Demands and Working Conditions:

While performing the duties of this job, the employee is regularly required to stand; walk; use hands/fingers to handle, or feel; reach with hands and arms; stoop, kneel, crouch; and talk or hear. The employee is also required to use a telephone with headset for verbal troubleshooting, frequent use of a standard keyboard and computer to document calls in a ticketing system, and occasional use of other office equipment. The employee must occasionally lift and/or move more than 30 pounds. The employee is occasionally required to sit for long periods and use close and color vision. Work is typically performed in a moderately noisy business office.