Customer Experience Representative, Distribution

Description

Company Summary

For nearly 30 years, InOvate Technologies, Inc. has focused on improving exhaust performance for residential clothes dryers. Originating with the Dryerbox®, a transition duct receptacle that saves space and protects against crushed hoses, the South Florida-based company has a track record of patenting and licensing unique solutions that solve common dryer venting problems. InOvate’s success has been rooted in the company’s ability to market directly to builders, architects, engineers, and contractors and pull those sales through over 2,500 HVAC supply houses nationwide. Other avenues of channel sales include big box retail, roofing/building suppliers, and a network of home service professionals.

Since 2019, InOvate is managed through the Riverbend Industries (RBI) portfolio. RBI is a family office headquartered in Chicago, IL. Riverbend Industries is primarily comprised of several small, independently operated, previously family-run businesses in the light manufacturing and distribution sectors. Riverbend is a long-term holder of its investments/assets and plans to grow both organically and through acquisitions into the foreseeable future.

Summary

The Customer Experience Representative is responsible for supporting customers and the sales team through daily interactions and transactions related to sales orders. The mission for this role is to increase the number of long-term customers by (a) providing exceptional service and support for each sales transaction, (b) solve problems and work to resolve issues when they arise, (c) supporting wholesale distributors and e-commerce partners with marketing resources to keep our products top of mind, and (d) being the primary person to manage B2C inbound calls . This individual will act as an initial point of contact for HVAC distributors, roofing distributors, property managers, licensed contractors, and direct consumers. This role is focused on gaining efficiencies and accuracy in the sales transaction process, getting to know the individual accounts and their ordering patterns, and support the sales team with back-office duties. This person(s) is expected to grasp a practical and technical understanding of our products and product applications and must exhibit an ability to convey these details clearly. Must be proficient in CRM and ERP systems. Some local travel and/or trade show work may be involved, as well as presentation abilities for locally hosted events.

Requirements

Primary Responsibilities

· Field inbound calls and email inquiries, and manage customers and inquiries effectively

· Accurately and efficiently process purchase orders, phone orders, and email orders

· Track and follow-up on large orders and rush requests

· Connecting licensed contractors with their current suppliers (if avail) with whom we do business

· Support mature products sold directly and indirectly while driving adaptation to newer SKUs

· Comprehend various customer categories and price points

· Initiate the returns process with operations, and follow up through to completion

· Demonstrate a proficiency in ERP and CRM software by maintaining accurate customer and contact data in NetSuite

· Make decisions starting with the customer experience first… listen to the customer!

· Provide the VOC to the Marketing Department to develop resources that improves our CX

· Champion a “best in class” onboarding process with new accounts (direct and indirect), including consistent follow-up contact (100 day plan)

· Contact current stocking customers regularly

· Maintain Store Locator data and corresponding contacts

· Create efficiencies in customer order patterns that optimize freight logistics and costs

Education, Experience, and Qualifications

· Minimum

o High School Diploma

o sales/business/marketing education a plus

· Preferred

o Bachelor’s Degree

o Familiar with freight logistics and shipping efficiencies

o Previous experience in the construction industry is a plus

o Knowledge in supporting dealer distribution networks is a plus

o Experience with NetSuite is a plus

Skills & Characteristics

· Exceptional verbal and written communication skills. . . we want a People Person!

· Communicate effectively with customers and staff

· Result-oriented, high energy, and self-motivated

· Works well in an environment that prioritizes relationships, empowerment, synergy, transparency, and improvement (our core values)

· Enthusiasm for learning the business, the people, and the strategy in order to deliver the most value to the customer and our organization

· Willingness to collaborate with internal and external partners to achieve desired outcomes

· Comfort building relationships at all levels and demonstrating professional compassion

· Strong comfort with digital tools like CRMs, ERPs (NetSuite), and HR systems (Paylocity)

· Skilled user in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams)

Physical Requirements

· Ability to travel up to <5% of the time

· Ability to remain seated for extended periods of time

· Ability to stand, walk, kneel, squat, climb, and navigate throughout jobsites and manufacturing plants

· Ability to safely lift and move objects up to seventy-five (75) lbs over short distances

Outcomes:

· Increase order efficiency with 95% accuracy.

· Inbound call support so that the phone is answered before the 5th ring.

· Engage new accounts within 2 business days to make them feel welcome and very familiar with our processes for conducting business.

· Supporting the sales team by providing customer updates and executing preparation and shipment of marketing materials, etc., as needed.