Position Overview
The CS Sales Support Associate role is designed to be a resource to CWS outside sales representatives. This position requires learning and understanding the CWS product offering and quoting system, as well as interaction with a wide variety of dealers, distributors, builders, contractors, and/or homeowners. This position is accountable for the formulation and administrative execution of sales quotes, orders, reports, and follow-up procedures, in addition to the ability to assist CWS sales representative(s) in achieving and maintaining excellent customer satisfaction within designated territories. Assigned tasks can and will vary based on business necessity.
Essential Responsibilities & Duties:
(Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.)
Administer, verify, and submit accurate product orders by communicating with sales representatives and customers, and having sound knowledge of CWS products, systems, and procedures
Formulate product quotes by effectively and accurately entering and communicating with customers and utilizing automated systems
Uses the CWS proprietary quoting system (Pref/WTS/Lotus) to enter orders, providing complete and accurate information to sales representative and/or dealers
Verify quotes to ensure the correct product is ordered, built, and delivered to the customer
Assist CWS sales representative(s) in calling and following up on processing customer requests for service or change orders, communicating the CWS offering to customer, and maintaining accurate documentation of such communication
Process credit requests with CWS sales team guidance
Understand and utilize all necessary software (Pref, WTS, Lotus and MSOffice, etc.) by continually learning through experience and training
Assist customers with any quoting/ordering software training as needed
Meet company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns
Coordinate on internal drawings (special grid patterns, mulled units, etc.) when necessary
Promote and facilitate continuous improvement activities in the department
Assist in building and maintaining strong customer relationships
Act as point of contact after the sale to field any follow-up questions
Manage recovery process for shortages and damaged product by facilitating in ordering replacement parts
Occasionally work variable, non-traditional hours (over-time if needed)
May require representation of CWS as needed at company sponsored events, and/or builder home shows
Skills, Knowledge, and Certifications Required:
General construction knowledge
Must provide superb customer service
Create a sense of trust and reliability with customers
Work collaboratively with CWS team members and customers
Must enjoy working in a fast-paced environment with a high sense of urgency
Strong critical thinking skills
Energized by meeting and engaging new people, skilled networker
Must demonstrate confidence balanced with humility
Tenacious, able to persevere through sales challenges and setbacks
Must demonstrate a strong work ethic and provide flexible availability based on customer need (flexible about hours, responsive to customer needs, willing to be available)
Must regularly seek out internal experts and utilize knowledge
Must be adaptable to changing processes and priorities
Must be focused on details and follow-through
Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications required
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION
Must have High School Diploma or GED. 0-2 year’s customer service, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.
COMPUTER SKILLS
Proficiency with Microsoft® Word, Excel, Outlook, and PowerPoint software applications. Will be expected to develop proficiency in CWS proprietary software (i.e., Pref/WTS/Lotus).
LANGUAGE & COMMUNICATION SKILLS
Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understands, and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, co-workers, and managers. Must display excellent phone and email etiquette. Must be able to present appropriate professionalism for the situation when interacting with customers or coworkers.
PROFESSIONAL SKILLS
Must be a collaborator and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, initiative-taking, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers, and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.
MATHEMATICAL SKILLS
Ability to subtract two-digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry, and general business math.
COMPETENCIES
Customer/Client Focus
Problem Solving/Analysis
Time Management
Communication Proficiency
Teamwork Orientation
Technical Capacity
Organization Skills
WORK RELATIONSHIPS
Internal
Custom Service
Inside Sales
Outside Sales
IT
Engineering
Purchasing
Accounting
Operations (Production, Shipping, and Receiving)
External
Customers
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.
PHYSICAL DEMANDS
While performing the duties of this job, the team member is regularly required to use hands to finger, handle, type or feel; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
TRAVEL
No travel is expected for this position.
