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Customer Service Associate II

Castle Rock, CO

REPORTS TO: Resale Customer Service Coach
DEPARTMENT: Resale Sales

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.
EQUIPMENT: 
  • 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

     

Pay Range $ 18.00 - $20.00 DOE
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