Inside Sales and Customer Service Associate (Seattle Coffee Gear)

POSITION SUMMARY:  This individual would be responsible for achieving monthly inside sales goals of commercial and home clients as well as grow revenue through new and existing customers.  This includes initial sales discussions with potential customers, closing sales as well as work with post-sales account team on issues resolution and support.  Also, helping customers who have purchased or are considering purchasing espresso equipment.

• Help customers choose a machine that’s right for them during the buying phase and process the order in our system
• Develop leads and referrals by farming marketing emails, tickets, etc.
• Responsible for customer follow-up to proactively generate additional sales
• Perform all activities via phone, Live Chat and email
• Achieve monthly sales goals Customer Service

• Walk customers through questions on use of machines
• Troubleshoot customer machines that are having issues
• Answer misc. customer service-related questions (Tracking, order status, general product questions)
• Create RMA’s and exchanges for customers in our system
• Learn and follow all customer service and inside sales processes
• Work with the leadership team to refine current processes and implement new processes as we grow
• Become an expert in espresso and brewing equipment

• Meet or exceed set revenue objectives for position
• Optimize inbound sales calls, tickets, chat and follow up to achieve sales and drive customer satisfaction
• Pre-sale interaction with customers; generate referrals where possible.
• Able to communicate superior product knowledge; ability to quickly discuss product attributes; act as a sales and service consultant.
• Entering orders, making account changes, and managing timelines.
• Able to provide proactive communication and proactive updates to clients and prospective clients as needed.
• Provide feedback and process change recommendations to continually improve sales processes.
• Handle escalated customer issues as appropriate.
• Performs other related duties as assigned.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 
• Must be able to read and write in the English language

• High School Diploma or equivalent.
• 1 year of experience in a sales or customer service environment.
• Strong organizational skills; ability to multi-task in a fast paced environment
• Ability to prioritize and accomplish a high volume of inbound work; phone calls, tickets, chat and follow up
• Outstanding follow up and communication skills; able to negotiate pricing and/or solutions both internally and externally.
• Ability to differentiate through product knowledge and superior customer experience and service.  
• Ability to work a flexible schedule, weekends, and holidays.

• 2+ years of Inside sales and customer service experience.
• Technically savvy, sales force and/or HTML skills a plus
• Coffee industry knowledge a plus.

Seattle Coffee Gear is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, creed, sex, age, national origin, citizenship, marital status, veteran or military status, disability, genetic information, sexual orientation, gender identity or expression, or any other category protected under applicable law.  We strive to find ways to attract, develop and retain highly qualified individuals representing the diverse communities in which we live.