• Responsible for the direction and control of the Inside Sales Personnel. • Ensure accuracy of orders before they are released to the plant. • Facilitate the execution of the orders by the plants by assisting them where needed.• Works closely with customers, buying group and helps dealers.• Works closely with the Sales Management team to place orders as needed. • Assist in preparation of annual sales budget.• Recruits for Inside Sales team as needed.• Ensures training and continuous guidance and support to the Inside Sales team as needed.• Ensure after sales service by following-up, deal with customer matters and answer inquiries.• Client account management through order changes, credits, adjustments, and returns.• Performs other duties as required.

• Building and managing customer relationships remotely to leverage time of field-based Area Sales Managers and agent reps. • Being the first or second point of contact as extension of field sales team to distributors, end users for proactive and reactive sales activities like complex quotes, or inventory management.• Gathering forecast information from the sales team to provide the operations team with product forecasts.• Addressing field sales and customer concerns and overcoming technical and business challenges through effective follow up, routing and tracking as appropriate. • Providing recommendations to improve processes, systems and training. • Strong relationship building and collaboration with customers and sales team.• Identifying business development opportunities, recommending strategic approaches, and collaborating on marketing and business development implementation efforts.• Assisting with the execution of marketing and business development strategies, plans and projects, including tracking and follow-up of specific efforts.• Communicating efficiently and effectively on the phone and through email and face-to-face meetings.• Trade show support.

• Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely matter. • Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. • Prepares customer service summary reports. • Coordinated the handling of difficult and/or unusual situations.• Inside sales support which includes generating leads, follow-ups, assistance with outside sales team, proactive calling, emailing to new and existing customers with new product information.

• Oversee all Customer Service, Order Entry, and Order Flow processes.• Develop customer service standards, policies and procedures to adapt to our evolving needs.• Review, troubleshoot, and modify online order entry and reporting tools.• Hire and train staff to deliver exceptional customer service and also perform annual performance reviews.• Prepare and distribute daily order status reports to Operations Manager and President.• Develop strategy to monitor individual productivity; i.e. number of orders entered, number of inbound/outbound calls, etc• Support senior management on special day-to-day requests and provide backup when required.• Assist with day-to-day Customer Service duties.

• Responsible for all client communication and conflict resolution• Assist with all administrative functions for the Sales Promotion department• Ensures that client issues are dealt with in an efficient manner, informing the Sales manager or Director or sales of any problems that may arise.• Approves Change Orders and invoices, and is responsible for payment collections.• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations • Coordination with purchasing, production and sales • Maintain written and verbal communication with clients• Provide product information to new and existing customers• Hold daily production meetings to ensure on time delivery of new and existing orders

• Prepare Client Agreements.• Review client contracts upon time of renewal.• Calculate upcoming renewal rates.• Prepare and verify invoices and credits.• Respond to all internal and external inquires.• Assist sales department as required.• Provide switchboard relief.• Process Cancellations, Changeovers and Information Updates• Set up new client billing.

• Prepare weekly accounts receivable summary analysis for senior management• Respond to customer inquiries regarding billing and statement balances, both internally and externally.• Monitor receivable balances and pro-actively follow up on the collection of all outstanding invoices, and escalate issues• Perform clerical duties.• Provide switchboard relief.

• Call and notify debtors of overdue accounts.• Perform skip trace methods to locate debtors.• Arrange payment plans and settlements. • Confirm Credit Counseling and Bankruptcies.