This position is the main point of contact between the service center and its outside customers. This role drives company growth while supporting company sales objectives by generating leads, building relationships, and closing deals.
The ideal candidate is customer obsessed with an unwavering focus on exceeding customers’ expectations by delivering exceptional customer experiences. Prioritizing the customer’s needs, desires, and creating a uniquely better customer experience is the driving force of a representative’s decision-making processes and activities.
A successful representative has a strong sales background and proven track record of meeting and exceeding sales targets. They proactively identify and educate prospective customers while maintaining, supporting, and strengthening existing customer relationships. The day-to-day tasks will all contribute to the overall customer experience, including anything from answering phones, customer onsite visits to overseeing garage-door-related activities, inventory coordination and monitoring market trends.
Our company believes in the Ideal Team Player. We follow the model behaviors of Humble (quick to point out the contributions of others), Hungry (self-motivated and diligent), Smart (socially appropriate and aware), Safety-Minded (works to lower safety risks, Quality-Minded (take pride in their work) and Attendance (recognizes their presence is important).
ESSENTIAL JOB DUTIES & RESPONSIBILITIES:
- Respond to customer inquiries promptly and accurately via phone, email, chat or in person with pleasant and efficient chat etiquette.
- Provide clear and concise information to help customers resolve issues and answer questions.
- Manage customer frustrations with empathy and professionalism, working to resolve issues efficiently and effectively.
- Develop and maintain relationships with customers outside of the service center environment.
- Connect with existing and potential customers via phone and in-person meetings to understand their needs and offer solution
- Build and maintain strong relationships with new and existing clients.
- Address customer inquiries and provide solutions that meet their needs and exceed their expectations.
- Follow up with customers to ensure satisfaction and identify opportunities for growth.
- Execute sales and marketing strategies as directed by leadership
- Drive revenue growth through new business acquisition and retention of existing accounts within local center market.
- Develop and implement strategies to increase market share in garage doors and related products.
- Spend the majority of time traveling in-market for customer and prospect meetings, trade shows, and industry events, with the remainder dedicated to office-based planning, follow-up, and internal collaboration.
- Serve as the primary point of contact between customers and the service center.
- Provide real-time support by writing orders, managing quotes, and handling phone inquiries.
- Maintain a strong customer-first attitude by resolving issues quickly and professionally.
- Participate in customer journey management to support pipeline progression and relationship development.
- Report monthly on sales metrics, customer feedback, and marketing trends.
- Gather competitive intelligence and provide strategic input to leadership.
- Maintain accurate customer profiles in CRM and ERP systems.
NON-ESSENTIAL JOB DUTIES & RESPONSIBILITIES:
- Assist in reducing inventory stagnation.
- Perform other duties as assigned to support service center operations and sales initiatives.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
- Prolonged periods sitting, standing, driving, and working on a computer.
- Must be able to lift up to fifty pounds at times.
- Fast-paced, dynamic office and field environment.
COMPETENCY, KNOWLEDGE, SKILLS & ABILITIES:
- Strong computer proficiency in MS Office (Word, Excel, Outlook, Teams), customer relationship management (CRM) and Salesforce.
- Strong written and verbal communication skills
- Troubleshooting and problem-solving abilities.
- Strong time management and organizational skills.
- Understanding of the sales process and sales performance metrics.
- Ability to multitask, stay organized, and manage competing priorities.
- Ability to manage multiple customer accounts.
- Self-motivated, resourceful, adaptable, and goal driven.
- Ability to work with professionalism and integrity.
- Team-oriented with a strong work ethic and a positive, proactive attitude.
- Active participant in cross-functional teams to understand product improvement opportunities and provide feedback.
- Willingness to learn, innovate, and engage with humor and humility.
EDUCATION & EXPERIENCE:
REQUIRED:
- High School Diploma or equivalent
PREFERRED:
- Bachelor’s degree in Business, sales, or related field
- 3-5 years of experience in a sales or customer service role, ideally within the overhead door or construction-related industry.
ADDITIONAL INFORMATION:
- Ability to travel.
- Clean driving record.
The McAlear Group offers a full range of benefits for eligible employee including 401k, health and life insurance, Employee Assistance Program (EAP), disability coverage, and PTO.