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Customer Sales and Support Representative

Rustico’s “Customer Sales and Service Representative” (CSSR) is responsible for acting as a liaison between customers and Rustico’s sales channels. In this role you will assist with customer sales questions, order management, complaints, order errors, account questions, billing inquiries, cancellations and other customer queries. You will also assist Channel Sales Reps in achieving company targeted objectives to ensure growth of our customer’s business, and handle the requirements of our customers in a manner that matches Rustico’s Core Value’s.  From time to time you will also be responsible for special projects, assisting in trade shows and the tracking of sales via Rustico Sales and CRM tools.

Position Requirements

  1. Sales Function
    • Attract potential customers by answering product questions, suggesting information about other products, and providing alternative products or material choices
    • Open and maintain customer account information in Rustico CRM system
    • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
    • Use phones, email, or social media to reach out to customers and verify product interest, account information, trade show follow up requests and other sales requests
    • Greet customers warmly and ascertain problem or reason for calling
    • Cancel or upgrade customer accounts based on sales purchase history (requires management approval)
    • Assist with placement of orders, refunds, exchanges (RMA), or cancellations
    • Advise on Rustico company information
    • Take payment and other pertinent information such as addresses and phone numbers or complete customer profile information
    • Answer questions about company sales terms, pricing, warranties, and product lines
    • Suggest solutions for product inquiries
    • Assist in managing each account so as to maintain and strengthen the Customer business relationship
    • Understand and react appropriately to customer purchase requirements based on Rustico’s production capacity and capability
    • Inform customers of deals and promotions while selling products
    • Work closely with Channel Sales Reps to ensure customer order requirements are being met on a timely basis by assisting with order management, detail of sales order received, and the changing of order items, shipping information, or packaging
    • Handle changes in company sales policies, procedures, and pricing
  1.  Customer Relationship Management
    • Ability to comprehend Rustico’s business strategy and direct, anticipate, and respond to our current customer’s needs and potential customers in order to grow the relationship value
    • Maintain an organized list of past customer purchases and anticipate future customer needs and requirements
    • Understand and strategize with Channel Sales Reps about customer cross-selling and up-selling of products
    • Calling on customer leads from shows and other contact methods
    • Target and profile customers for specific products and generating up-to-date leads
    • Provide customer service to clients both before and after a sale is made
    • Follow-up inquires with customer surveys, answer questions about products or services and anticipate customer needs
  1.  Miscellaneous
    • Ability to manage projects as needed
    • Stay informed on all sales orders being produced and update customer as required
    • Liaison with customer, product development, and manufacturing to ensure the customers’ expectations for product, quality, pricing and delivery are met
    • Perform other duties as assigned to insure the success of projects, individuals, and the company
    • Ability to assist Channel Sales Reps in developing, tracking, and executing a sales pipeline based on sales budget requirements

QUALIFICATIONS:

  • Some University studies in business or a related field
  • A minimum of 2 years previous work experience in promotional sales, marketing, or general business
  • Knowledge of customers, competitors and the marketplace
  • Some financial understanding of budgets, and variables of costing
  • Must be able to proficiently learn and utilize Rustico systems, processes, and computer programs
  • Project management skills
  • Ability to work well within a team
  • Communication skills, both verbal and written
  • Ability to travel, 20 percent

Position Pay Range

$10-$14hr depending on experience.