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Sales and Customer Service Representative

GoToTags is experiencing rapid organic growth and is expanding the customer relationship team. Play a key role in our sales strategy as a first point of contact with potential customers. Gain full-time experience in our technology centric organization that connects physical things to digital experiences. Execute front-line customer communication, answer technical questions and establish positive relationships with the expanding customer base. Grow with us, beyond the customer communication into creating process improvement, manage customer accounts.

This role is an excellent opportunity for an ambitious candidate who thrives in a fast-paced environment, demonstrates a passion for technology’s impact on industries and thrives helping customers. Even more important than previous experience, the right candidate possesses eagerness to continuously learn, understand, and teach others about our software, products, and services with a focus on the details that differentiate us from competition. The role’s success requires a strong work ethic, positive and professional communication, organizational skills, excellence in execution and process improvement, and ability to have fun in a team environment.

With primary leads coming through inbound queries and sales, you will prioritize and follow through on the leads to develop and grow customer revenue. In most cases you will own the customer relationship from order inquiry to completed sale while the
operational team supports the order fulfillment.

Responsibilities

• Learning and developing expertise in our products and services sufficient to address basic inquiries which encompass 80% of our inbound activity
• Servicing existing accounts, obtaining orders, and establishing new accounts by planning and organizing your daily work schedule to call on existing or potential customers
• Qualifying inbound leads generated from online store sales or customer queries and focusing sales efforts by studying existing and potential volume of orders placed
• Utilizing your business acumen to recognize potential opportunities for account and sales volume growth
• Monitor and interact with customers via online chat, inbound phone calls and inbound emails
• Support covers large breath of topics including but not limited to technology introduction and explanation, software support, product description and selection, support with placing online orders, placing orders for customers, supporting customers on orders-in-progress, shipping queries, and post-order support including returns, warranty claims, resolve customer complaints by investigating problems, developing solutions, and making recommendations to management
• Diligently managing data including updating lead statuses and contact information, recording all correspondences, tracking sales activity metrics and providing quotes
• Self-starter problem soving to identify internal experts and bridge the initial inbound communication with full-support from our team when query goes beyond current knowledge
• Managing inbound email to allocate responsibility to appropriate team member which includes but is not limited to customers, vendors, service providers, industry updates and spam
• Initiating production work-flows that instruct operational teams to fulfill orders
• Creating and reviewing customer data files, continuously improving processes
• Staying current on industry trends, including the internet of things and smart packaging

Skills and Experience

• Proficient, professional and clear communication skills: digital, written and oral, emphasis on listening and understanding customer’s needs, translate those needs into technical solutions, and influence decision making
• The ability and desire to dive deep into technical concepts to provide complete support and tailored product and service solutions for every unique need, being the human face of all our offerings
• Driven to think critically and analyze all available information to problem solve for both customers and the team
• Competitive drive with the ability to think and act quickly
• Very strong organizational skills with a high attention to detail, quality and accuracy
• Ability to maximize the value of the entire team through self-motivation, organization, team support, and great attitude
• Competitive drive to improve and excel
• 1+ years in an in-person or virtual customer-facing role, e-commerce or software industries is a plus
• Proficient with Microsoft Office (Word, Excel, Outlook)
• General business math, financial and analytical skills

Role

• Full time employee
• Able to start at 7-8 AM
• Three-month training period
• Must be available to work from our office in Spokane, WA
• Report to Sales Operations Manager