Aftermarket/OEM Sales Representative

SUMMARY:

This position is primarily responsible for interacting with customers in effort to take care of customer needs and in the reduction of the warranty cost to the company as well as limiting the cost to the customers. This position will be handling and resolving warranty customer issues/complaints in a timely manner by performing the following duties other duties may be assigned.

ESSENTIAL SALES DUTIES AND RESPONSIBILITIES:

• Have an active interest in acquiring knowledge about company products to best represent Harlan and service client needs.
• Provide superior service and advice through product and technical support regarding Harlan products and services.
• Markets and sells company products (part sales) and services to current and potential customers.
• Prepares action plans and schedules to identify specific targets and to project the number of contacts to be made.
• Probe customer/client needs, upselling and offering other products and services where capable to ensure the best solution to fulfill the client’s needs.
• Coordinate with Warehouse and/or Assembly departments to better understand the process to fulfill each customer order, regularly updating clients throughout each process, from time of initial purchase to satisfactory delivery, to ensure their needs are satisfactorily met.
• Receive calls and make cold calls, servicing them to produce sales orders, and solicit them for other potential contacts for sales.
• Ensure clients are fully aware of all of Harlan’s product offerings, soliciting items at time of initial call, or suggesting them for future sales.
• Follow-up with contacts and clients, acting as front-line support and ensuring any other additional needs are met, and to suggest other suitable products to suit needs that they may not have considered yet.
• Promotes long-term relationships with customers.
• Actively work to build rapport with and regain past clients that were lost due to neglect or other reasons.
• Works with internal company departments and expedites warranty issue resolutions.
• Works with engineering and quality to resolve customer support issues and assist clients with warranty resolution.
• Acts as single point of contact for end-users in resolution of issues.
• Presents complex technical information to non-technical audiences.
• Investigates, troubleshoots, and resolves reported issues in a timely and efficient manner.
• Provide regular reporting of sales performance to produce commission-based compensation, and to keep department and executive leadership aware of continued performance for periodic review.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Associate's degree (A. A.) or equivalent from two-year College or technical school (some type of engineering background is preferred); or a minimum of three to five years related experience and/or training; or equivalent combination of education and experience. Ground support equipment, automotive or forklift industry is an asset. Parts and distribution experience required.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of: ERP Software; Microsoft Office tools with advanced skillset in Excel, Outlook, and Word.

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES:

• Basic math skills necessary to calculate sales performance and analyze them against desired metrics for sales objectives.
• Ability to multitask in a fast-paced environment, handling multiple projects and clients at the same time.
• Great listening skills with a persuasive personality to service client needs while attracting sales to increase profit.
• Understanding of how to identify and cross-reference products through paper manuals, online, or other means to fulfill customer needs.
• Excellent skill in communication and customer service.
• Ability to think creatively and use “outside the box” problem-solving solutions as required.
• Have excellent organizational, verbal and written communication skills. 
• Ability to interact with a variety of people and remain calm and professional in stressful situations.
• Must be friendly, courteous, service-oriented, and flexible and enjoy working with a variety of staff.
• Knowledge of office software, organizational abilities and strong attention to detail
• May require minimal and periodic travel to customer sites and/or trade shows via ground and air modes of travel.

OTHER QUALIFICATIONS:

• Use of safety glasses and steel toed shoes required on occasion.
• Mechanical aptitude is highly preferred.
• Requires knowledge of both customer service and technical skills.