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Inside Sales/Customer Service

Worcester, MA
Job Type
Salary: $32,500.00 to $40,000.00 /year

Inside Sales/Customer Service – OEM [Original Equipment Mfg] GROUP

Reports to: Sr. ISS Manager – OEM Group, (Worcester, MA)

Works for: OEM Inside Sales Team

Role provides customer service support to OEM Inside Sales Team. This team services Omni’s most important current and new OEM customers. Key support areas include basic order entry, checking price and availability of stock, expediting, delivery and service level management for key customers.

Job Responsibilities:Per direction/satisfaction of OEM Inside Sales Team members…

  • Execute customer-specific expediting
  • Accurately and quickly process customer and/or vendor transactions such as orders, quotes or returns
  • Reconcile customer-specific invoicing problems/issues
  • Where relevant/applicable, import customer demand forecasts into P21 system and (with help/oversight from OEM IST member(s), Purchasing Dept and Sr. Ops Mgr) implement auto-purchase levels and provide IST members with an automated, customer-specific ”stock watch”
  • Communicate to Purchasing Department unexpected increases or decreases in demand for products
  • Where relevant/applicable, reconcile customer report card performance with internal Omni figures
  • Aid team in monitoring / managing customer-dedicated inventory
  • Setup, maintain, update individual customer profiles (STA windows, Customer Connect access/utilization, customized items, assembly headers, Bill-of-Materials, customer report cards, freight codes, UPS shipping instructions, SLX customer contacts, etc.)
  • As requested, participate in Key Account Management meetings
  • If/when required (ex: in the event of receiving inbound MRO call overflow), act as first point of customer contact to ensure only relevant calls get passed through to OEM team.
  • Execute ad-hoc customer service/support tasks
  • Present a professional image at all times to team members, customers, vendors
  • Grow proficiency in using personal computer, Acclaim system and other common office equipment and software
  • Remain current on customer needs/wants by attending sales meetings, vendor training, trade shows, reading trade journals
  • Manage time effectively, meet personal goals and work effectively with other members of the IST team

Job Requirements:

  • Superior customer service instincts/behavior
  • Effective listening, communication (verbal and written) skills
  • Demonstrated integrity and ethical standards
  • Accuracy and attention to detail
  • Comfortable in fast-paced environment
  • Professional demeanor
  • Manages time effectively and adapts quickly to changing priorities
  • Able to multi-task
  • Able to perform business math (basic algebra, compute rate, ratio, etc.)
  • Team player who works productively with wide range of people
  • Capable of following written instructions and documented procedures
  • Superior organizational skills
  • Knowledge of logistics, including carriers, shipping policies and procedures (preferred)
  • Knowledge of Microsoft Office Suite (preferred)
  • Knowledge of Epicor Acclaim software (preferred)

Education: High school diploma/GED required

(Associate’s degree preferred)

Experience: 1 year in progressive position (2yrs preferred)

Product/applications experience (preferred)

Wholesale distribution experience (preferred)

Current openings

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