Aftermarket Sales Agents create quotes and process sales orders via inbound and proactive telephone calls, emails, store, and faxes.

Essential Duties and Responsibilities:

• Answers call in a high-volume call center assisting with quotes, converting orders, and addressing any customer service issues from a diverse end-user community.
• Assist with email inbox directed to the department.
• Properly enters customer information, document, and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
• Makes proactive telephone calls to assigned customer base to promote AMS Specials and Promotions.
• Recruits customers to our eStore, educates them on benefits and promotes eStore Specials.
• Creates case logs in CRM to log calls and document customer activity.
• Monitors customer procurement portals on a daily basis and maintains a good working relationship with their key contacts.
• Responsible for follow-up on all aftermarket sales-related issues, maintain quality assurance of customer tickets or call logs, monitors order status and backlogs for delayed orders.
• Escalates calls to appropriate departments and senior management as needed.
• Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
• Assumes and performs other duties and responsibilities not specifically outlined herein.
• Projects a favourable image over the phone and face-to-face when interfacing with the internal and external community.

Skill Requirements and Performance Criteria:

• Excellent phone and interpersonal skills with customers, peers, and management.
• Must be comfortable and prepared to work in an inbound call queue that averages 150 inbound calls per day.
• Must be detail-oriented, possess the ability to multitask, be able to organize and prioritize tasks and follow through on commitments.
• Adaptable to change.

Education and/or Work Experience Requirements:

• 3 to 5 years of customer service or call centre experience in a fast-paced environment.
• Working knowledge of the hospitality industry is a plus.
• High School graduate or equivalent.
• Some college-level course work up to a 4-year degree is desired.

Software and Technical Skills:

• Experience with MS Office - Suite, Windows Vista, Window 2003 Server and Windows XP.
• Network knowledge preferred.
• Knowledge of Navision is a strong plus or familiarity with other ERP systems.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
• Must be able to talk, listen and speak clearly on the telephone.