Inside Sales Coordinator

Mercury GSE is the leading provider of rental, leasing and full-service management of ground support equipment (GSE) serving the broader aviation industry. At Mercury GSE, we help our customers save time and money by providing the newest and best GSE equipment, flexible rental/leasing/buying options, and 24/7 customer support. Our vision is to be the most trusted GSE provider, redefining customer expectations of what full-service GSE rentals and leasing should be.

With our best-in-class GSE fleet, we support the largest domestic and international passenger airlines, cargo airlines, maintenance repair and overhaul (MRO) companies, ground handling companies as well as the US Government and Department of Defense.

Our culture thrives on a cohesive and collaborative team mindset, with our values deeply rooted in communication, creating a customer-focused experience, commitment to quality and positivity. We are a unified team that is continuously discovering the best ways to serve our customers. At Mercury GSE, our customers come first and therefore, the relationship we have with each of our customers is what drives our success. 

SUMMARY

The Inside Sales Coordinator is responsible for assisting in the management of key customer transactions related to equipment needs and business growth. This position will also optimize the company’s customer relationship management (CRM) systems, analyze customer data, and strengthen client relationships. This role will serve as a key liaison between multiple departments including Marketing, Sales, Field Support, Operations, Transportation, and Accounting to ensure customer satisfaction, retention, and growth opportunities.

To perform this job successfully, an individual must be able to satisfactorily perform each essential requirement that represents the knowledge, skill, and/or ability. This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Strategy & Engagement  

· Implement customer management strategies to enhance satisfaction and retention

· Develop and grow relationships with key stakeholders while seeking to improve brand recognition and company strategies 

· Field inbound sales opportunities, structure, and activate deals around company parameters and customer requirements   

· Gather and prepare information related to customer needs, participate in discussions around customer needs, retention initiatives, and upselling opportunities 

· Support customer engagement campaigns in collaboration with Marketing and Sales

Customer Retention & Growth  

· Identify and escalate opportunities for account growth through upselling or cross-selling, through online inquiries, and social platforms  

· Implement tools and processes to measure customer satisfaction (e.g., surveys, feedback loops) 

· Track customer base retention metrics and provide recommendations for improvement 

· Monitor customer feedback and work with the Business Development team to resolve issues in a timely and effective manner

CRM Management & Data Analysis  

· Manage CRM tools and software to ensure accurate tracking of customer interactions and account information

· Monitor and maintain data integrity within the CRM system 

· Analyze customer data to identify trends, behaviors, and opportunities that inform strategic decision-making

· Generate regular reports and dashboards for leadership review

Cross-Functional Collaboration  

· Act as the central liaison between Marketing, Sales, Field Support, Operations, Transportation, and Accounting to resolve customer-related issues 

· Ensure seamless communication across teams to deliver a consistent and positive customer experience 

· Coordinate with operations and logistics teams to ensure accurate fulfillment of customer requirements

· Performs other related duties as assigned or requested. Mercury GSE reserves the right to add or change duties at any time

Supervisory Responsibilities 

This position has no supervisory responsibilities

 Education and/or Experience

· High School Diploma or GED 

· Bachelor's degree in business administration, marketing, communications or related field preferred

· 3+ years’ experience in customer relationship management, communications, or a similar role 

· Experience in equipment leasing, logistics, aviation, or ground support equipment a plus

· Understanding of marketing, leasing, sales & operations/logistics 

· Strong knowledge of CRM systems and MS Office Suite 

· Excellent relationship building, communication, collaboration and interpersonal skills

· Strong strategic thinking, analytical and problem-solving skills

· Excellent writing and presentation skills

· Results driven with a focus on continuous improvement

· Possess a strong work ethic and willing to contribute to a positive and teamwork-oriented work culture

· Ability to travel up to 20% annually