Job Description

Thermal Supply is a Daikin Comfort Technology company in the Pacific Northwest. We have 23 locations in the PNW. Thermal is a wholesaler of heating, air conditioning equipment parts, refrigeration and supplies. We are currently hiring for a Inside Counter Sales Representative/ Order Fulfilment Representative! This position is located in Seattle, WA.

The CSR/Order Fulfillment Representative sells the organization’s products and services for prospective and established customers. This is an extension of the counter service, on the phone, through email, or deliveries the CSR handles customers’ needs and fulfilling it by taking inventory of customer needs, answering questions, creating solutions, ensuring a smooth and quick sales process, and fulfilling the order through delivery service. Continuously increase sales while increasing overall customer satisfaction. The CSR is responsible for ordering and fulfilling customer parts needs and meeting established sales quotas. Must be knowledgeable of the organization’s policies, procedures, practices, products and services. The CSR/Order Fulfillment Representative collaborates with region Territory Sales Managers to help drive territory coverage and maintain positive dealer relationships. Work as part of the sales team to help determine customer’s needs within their place of business and fulfills it through stocking and delivery of orders.

Responsibilities:

• Execute all aspects of the sales function including order processing, purchase orders, quotes and delivery dates - ensure accuracy of information being entered to guarantee correct item(s) are ordered and delivered.
• Support branch sales including the new business component by through active Dealer communication of new product launches, services, supplies, prices and new products sales and or discounts via outbound calls and customer discussions. Conduct outbound calls of existing and lost customer accounts.
• Replenish dealer’s parts needs. Take inventory of dealer’s parts, order and replenish through delivery to the dealer’s place of business.
• Maintain sales programs within assigned territory by keeping customers informed about available services, supplies, prices and new products
• Provide excellent customer service includes product/order information, sales, warranties and returns
• Recommend alternate products based on cost, availability or specifications as needed
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed
• Coordinate with manufacturing, sales, distribution and vendors regarding shipments
• Generate new and repeat sales by providing product and technical information in a timely manner
• Educate customers about product terminology, features and benefits in order to improve sales and customer satisfaction
• Provide accurate information regarding availability of in-stock items
• Conduct cycle counts as required and replenish the show room stock as needed
• Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies Coordinate problem resolution with appropriate departments
• Maintain records and prepare reports on sales and delivery activities
• Reach out to customers to determine satisfaction with the organization, products and services
• Monitor competitive activity and trends within territory
• Expand knowledge of HVAC products and keep current with latest trends within the industry
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.
• Understand and follow work instructions, operating procedures and company policies
• Assist in warehouse as needed, including inventory counts and movement of product including operating a forklift
• Perform additional projects as assigned

Qualifications:

• Must be able to perform essential responsibilities with or without reasonable accommodations. Must be able to drive and make deliveries to define territory. May travel occasionally to customer sites, training events, company related meetings, etc. – estimated 20%
• 1 – 3 years of progressive sales experience
• 2+ years customer service experience
• 2+ years of delivery experience
• Placement as driver is contingent upon successful completion of DOT road test, pre-employment drug & alcohol testing, and background check
• DMV record cannot reflect an excess of 2 moving violations and/or preventable accidents within the past 3 years
• Valid driving license with excellent driving record
• Must pass DOT standards
• High School diploma or GED equivalent, some college preferred

Knowledge and Skills:

• Knowledge of HVAC equipment / products is preferred
• General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of data base applications
• Effective and high quality Customer Service/Relationship management skills via walk-ins, phone, and email
• Positive, professional attitude, handling difficult customers with ability to diffuse negative situations
• Effective verbal and written skills – must be able to explain technical parts information clearly and able to communicate with customers and accurately input orders.
• Effective organizational skills and time management skills including ability to prioritize and multi-task.
• High level of attention to detail and accuracy and compliance oriented.
• Ability to establish positive working relationships with internal and external customers and employees.
• Ability to apply good judgement and strong work ethics and integrity on the job and results driven.
• Ability to assist in the warehouse and operate a forklift as needed while doing so in a safe and efficient manner
• Ability to understand and follow procedures, work instructions and company policies.
• Minimum 21 years old
• Possesses a valid driver’s license in the state of employment
• Has a working knowledge of commercial truck mechanics
• Has a working knowledge of current Department of Transportation (DOT) regulations
• Has a minimum of 1 year of verifiable commercial driving experience within the past 3 years

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