Customer Service Associate II

SPECIFIC DUTIES:
This is a full-time, on-site position based at our corporate headquarters in Castle Rock, CO.

Essential

• Effectively use CRM to coordinate and process requests, quotes, samples, sales orders, activities, literature, notes, and inquires
• Interact with the team daily and share knowledge and activities relevant to the Resale Department
• Proactively perform administrative functions, including but not limited to, being familiar with our customer’s portals and websites, vendor requirements, and updating the CRM for Resale accounts  
• Prepare and provide reports showing customer’s key performance indicators, including bookings, revenue, backorders, and trends
• Support revenue growth through follow-up on calls, proposals, and e-mails
• Support Supply Chain by providing forecasts and information on increased demand
• Promote the partnership of MMI with CO-OP Customers and Distributors to enhance their functionality with MMI and become the vendor of choice

Marginal

• Work with Accounts Receivable to ensure timely payment
• Assist National Retail Business Development Manager by preparing requested proposals and product information.
• Give feedback on product literature, advertising, and products related to the CO-OP/Home Improvement Market
• Assist with the planning and organization of trade show presentations in conjunction with the Marketing department and National Retail Business Development Manager.
• Travel to customer/national markets/show and customer events. (Approximately 5% - air travel required)
• Perform other duties as assigned.

• Personal computer and printer, copy and fax machines, telephone, calculator

KNOWLEDGE / SKILLS:

• Sales/Customer Service experience – consumer product trade experience preferred
• Product knowledge - Consumer packaged goods experience preferred
• Knowledge of standard business practices, procedures, and pricing strategies (MSRP, Retailer pricing, CO-OP pricing, wholesale pricing, international pricing, etc.)
• Intermediate skill level of Microsoft Word, Excel, and Outlook (e-mail)
• A self-starter who is a proactive communicator able to provide solutions
• Ability to assimilate information and make decisions based on research
• Team-oriented, with the ability to establish and maintain effective work relationships with team members and customers
• Ability to organize and multi-task
• Ability to maintain confidentiality
• Ability to resolve issues promptly
• Demonstrates effective negotiation skills
• Demonstrates professional communication skills
• Detail-oriented
• Handles difficult situations with diplomacy
• Keyboarding average 30 wpm accurately

EDUCATION:

• Two years of college or business training and three years previous customer service experience, or a suitable combination of both