Job Description:

Position Overview

Under the direction of the Direct Sales Manager, the Direct Sales Associate is someone who actively works to maximize our parts and e-commerce sales, improve average order value, acquire new customers, and enhance margins through quality and high-level customer service in accordance with company policies and procedures. Duties include supporting customer sales inquiries via email, voice, and live chat to out of warranty products, LiveStrongFitness.com, HorizonFitnessOutlet.com, AFGfitness.com and future Johnson Health Tech North America (JHTNA) B2C web properties.

Responsibilities

Online Sales Customer Support Finished Goods

• Use sales tactics to:
• Consistently move the customers towards purchase and close sales
• Encourage customers to purchase additional items and/or add-on items where appropriate
• Present key selling points/features and benefits while focusing on customer needs and expectations
• Actively seek answers to customer questions and issues. Follow up with customer in a promptly and effectively.
• Maintain best practices to hit KPI targets around sales goals, and orders,
• Stay up-to-date on current and past product lines, service issues, known product issues, product updates, promotions, competitive products and business activities to be a knowledgeable resource for customers
• Actively seek out opportunities to grow email house list by encouraging customers to sign up for emails newsletters
• Monitor customer reviews on-site and within related health & fitness sites for B2C sales opportunities
• Proactively alert E-Commerce and Marketing teams to negative issues, and respond to sales-related questions and comments where appropriate
• Use the Horizon Total Solution selling approach when selling to customers

Support and Service Parts sales

• Achieve and maintain department standard of calls per man hour (CPH)
• Achieve and maintain department standard on % availability in Q
• Troubleshoot problems with consumer and resolve in most cost effective way possible using diagnostic procedures within department work practices
• Break time and extra work time must not exceed acceptable levels for your length of experience
• Achieves monthly individual sales and return goals (sales goals can vary from month to month)

Maintain & Manage Customer Database/ Order Management

• Log all calls in consumer database
• Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices
• Follow CRM SOP to insure complete and accurate information on CRM records
• Use phone system and Qs as designed
• Handle all aspects of order processing and management in CRM order editing, order entry, tracking and follow-up
• Work to solve customer order issues that benefit JHTNA and maintain/increase customer satisfaction
• Coordinate with E-Commerce and Sales teams on exception management such as pricing adjustments, product allocation and release, credit, etc.

Additional Responsibilities

• Arrive at work and log into ADP 5 minutes prior to start of shift
• Log into the Q no later than start of your shift
• Maintain a professional image by projecting a positive and professional demeanor to all internal and external contacts
• Communicate important customer sales issues to relevant person or team
• Serve as a key member of the sales team and inspire peak performance
• Assist as needed, with Sales projects or E-commerce initiatives
• Assist with identifying key customer trends and industry best practices communicate key trends and KPI performance for primary areas of responsibility

Qualifications

Required Experience:

• Minimum high school diploma or equivalent required
• 1-2 experience working in a call center, customer service or in the fitness industry required
• 1-2 years experience in coordinating multiple tasks and information flow within a customer and/or sales environment
• Previous experience in Johnson Tech Support, Sales, Quality or a related field preferred

Preferred Experience:

• 1-2 years experience in a B2C e-commerce inside sales support role
• Understanding of health and fitness industry
• Experience trouble shooting fitness equipment
• Experience directly related to sales retail operations
• Experience working with sales, marketing, IT, and customer tech support teams.
• Experience with live chat tools and chat sales tactics

Other Requirements:

• Attention to detail and excellent writing, editing, and proofreading skills, especially as it relates to communicating with customers
• Strong phone and interpersonal skills
• Proficient in Microsoft Office, SAP, CRM, and Zeacom.
• Strong problem-solving skills
• Task-oriented, organized, analytical, diplomatic, and enthusiastic

Skills

• Knowledge of sales processes and ability to follow established sales procedures and policies
• Demonstrated effective interpersonal, verbal and written communication skills
• Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
• Unwavering attention to detail and commitment to world-class quality
• Ability to embrace deadlines
• Able to project a positive and professional demeanor to all internal and external contacts
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals
• Ability to compute rate, ratio and percent

Apply Here

PI107764504