Company Overview
At Fawcett Tractor, a Parts ASAP company, we’ve built North American’s most comprehensive source for agricultural and construction parts by seamlessly uniting companies, teams, processes, knowledge bases – and our most important resource – our Parts ASAP people.
Our Parts ASAP people support our growth and define our success by embracing the driving principles at our company’s core: unparalleled access to parts for all types of equipment, an unrelenting commitment to customer success, and a constant drive for improvement.
Summary
This position is responsible for customer-initiated calls seeking company-supplied products. Customer requests are researched and matched against available inventory to create sales as well as outsourcing products from vendors for non-stocked items requested to meet customer needs, eventually leading to closing sales and meeting monthly targets.
Responsibilities
- Handles inbound customer requests for pricing and availability.
- Acknowledges and responds to all customer emails within 30-minute to 1-hour timeframe.
- Enters quotes and invoices into the company’s invoicing system.
- Prepares and supplies customers with freight quotes and invoices.
- Locates alternative products that are not in stock from approved vendors.
- Takes ownership of issues that arise and keeps the customer informed of the status of resolution.
- Logs all interactions with the customers, via email, text, phone or in person.
- Ensures client notes are accurate and contain details to provide proper follow up.
- Ensures timely follow-ups on open end user quotes, super end user quotes and other assigned quotes.
- Maintains accurate records of all client follow-up activities.
- Reviews and monitors dormant customers, follows up when necessary.
- Manages quotes, quote follow up and customer service to build a repeat customer base Develops and manages relationships with key accounts, including quote follow up Acknowledges and responds to web and email submitted quote requests.
- Provides consistent, superior customer service; ensures all customer needs are identified and addressed; maintains a high level of customer satisfaction at all times.
- Builds sustainable relationships and trust with customers through open and interactive communication to encourage repeat business.
- Provides input to assist in keeping price lists and catalogs updated.
- Makes outbound calls to previous customers to generate new leads.
- Performs all other duties as assigned.
- Complies with the requirements of the company’s ISO 9001 Quality Management System (when required).
Physical Requirements
- Ability to climb, bend and kneel on an occasional basis.
- Prolonged periods of sitting and standing.
- Regular manual dexterity/coordination: hand/eye movements, motor control.
- Regular visual effort: concentrated reading of documentation or close viewing of computer displays.
- Able to push, pull and lift up to 10lbs. on an occasional basis.
Competencies necessary to perform this job
- Time Management - Effective time management skills to independently complete tasks with minimal disruption to company users.
- Organization – Ability to prioritize multiple tasks and maintain a smooth work flow.
- Teamwork – Ability to work closely with a variety of employees while maintaining a positive attitude.
- Problem Solving – Identify and resolve problems in a timely manner.
- Communication – Speak clearly and persuasively in positive or negative situations. Ability to ask detailed questions to comprehend requests.
- Safety and Security – Follow safety policies/plans created by the company; utilize tools and equipment in a safe and proper manner.
- Customer Service – Handle customer needs in a timely and respectful manner.
- Multi-Tasking – Ability to prioritize multiple tasks to help keep the Counter Sales staff working smoothly and efficiently.
- Professionalism – Maintain a neat appearance and speak professionally with customers and co-workers.
- Product Knowledge – A working understanding of the machines we carry parts for & a willingness to continually learn & adapt as those machines change & new ones are introduced to the market
Required Education/Experience/Skills
- High School graduate, or equivalent work experience.
- Advanced computer knowledge including e-mail, Word, and Excel software.
- Professional phone skills and keyboarding.
- Ability to contribute to the company's operation and principles through ethical practices.
Preferred Education/Experience/Skills
- 2 years’ sales experience particularly within the agriculture and construction parts sectors, preferred.
- Basic to intermediate knowledge of agricultural equipment and sales.
- Strong written and verbal communication skills.
- Ability to work well with people from diverse backgrounds and locals.
We are committed to supporting the health, financial security, and well-being of our employees, and their families. Our competitive benefits package includes the following:
- Medical, Dental and Vision insurance
- Company-Paid Life insurance
- Group RRSP program with Company matching
- Paid time off and Company Holidays
- Employee Assistance Program for confidential counselling and support
We invest in our people because we know our success depends on theirs.
Pay: $20.00-$23.00 per hour
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Work Location: In person
