Sales Representative

**Job Title: Sales Representative (inside sales) - multiple roles**

**Division**:Operations & Sales

**Group**:Sales

**Department**:Inside Sales

**Location**:may be based in Brookvale, Blacktown, or Dural

**Reporting Relationships**:Reports to Teamlead (inside sales)

**Direct reports**: None

**Review Date**:24 Nov. 23

Job Goal:
The _Sales Representative (inside sales) _generates revenue by soliciting and obtaining orders, understanding and interpreting technical information requirements, providing technical information, and developing accounts. This may include taking incoming calls, making outgoing calls with customers, processing orders, making outbound calls to potential customers, and following up on leads.

General Responsibilities / Key Result Areas (KRA’s):

- Inside Sales - general_
- Proactively engages with existing account holders to foster relationships, understand their needs, and ensure customer satisfaction
- Answers phones and confirms quotes for customers, upselling and cross-selling by recommending higher-end products (telemarketing)
- Accurately processes quotes and orders and updates the system to reflect the new status for each
- Informs customers of alternative products, special offers, changes to orders or quotes and assists customers in selecting products to suit their needs
- Provides support to the outbound sales team (business development managers and key account managers) in servicing customer needs
- Works closely with other departments to ensure customers needs and customer service standards are met
- Assesses competitors by analysing and summarising competitor information and trends and identifying sales opportunities
- Develops sales opportunities by researching and identifying potential accounts, soliciting new accounts, building rapport, providing technical information and explanations, and preparing quotations
- Fills orders by transferring orders to fulfillment, communicating expected delivery date, and explaining stock-outs
- Develops accounts by checking customer’s buying history, suggesting related and new items, and explaining technical features
- Maintains communication equipment by troubleshooting, reporting, and tracking problems
- Responsible for handling customer enquiries promptly and effectively in a fast-paced, team-oriented environment
- Assists in resolving routine customer service and support issues
- Explores opportunities to add value to job accomplishments
- Responds swiftly and courteously to customer complaints or enquiries
- Follows the suggested script provided to all Sales Representatives (inside sales)
- Captures customer information, including addresses and phone numbers, for future follow-up
- Adjusts sales presentations/scripts based on success/fail averages
- Builds rapport with customers through friendly, engaging communication
- Maintains and improves quality results by following standards and recommending improved policies and procedures
- Updates job and product knowledge by studying new product descriptions and participating in educational opportunities
- Accomplishes department and organisation goals by accepting ownership for accomplishing new and different requests
- May prepare data sheets or contracts
- Other related duties, as required

KPIs
- **FCR (first call resolution)** - timely resolution of customer enquiries and/or issues (service level standard for customer issues to be resolved, to be agreed team with manager)
- **Average calls per day **- 50 (to build to 10-15 p/hour over time)
- **Conversion rate **- 7.5%
- **Process orders **- accuracy

Technical Expertise / Education Required:

- A “people person” who enjoys talking and assisting others
- At least 1 years experience working in a call-centre or administration environment
- High attention to detail and good administrative skills
- A demonstrated capacity to learn new product knowledge in a fast paced environment
- Ability to take ownership, follow tasks through to completion, and juggle multiple priorities at any one time
- Excellent customer service skills and a pleasant and friendly phone manner
- The ability to respond to customer enquiries in a timely and professional manner
- Ability to work unsupervised
- Intermediate computer skills
- Experience explaining quotes and product information in a category relevant to our industry is preferred
- Proactive and adaptable mindset

Other relevant information:
Hours - 8.30am to 5.00pm Monday to Friday

Lifting requirements - 5kg

Full-time permanent