Inside Sales Coordinator

We heard you knock!

Please note that this role is specifically for IBP Solutions US, LLC dba Masonite Architectural, which was separated from Masonite International and was sold on May 14, 2024. IBP Solutions US, LLC dba Masonite Architectural currently operates as a standalone entity.

Job Purpose:

The Inside Sales Coordinator is responsible for the execution of timely and accurate processing of customer quote orders, order entry, and claims for the complete line of Masonite Arch - US Wood Door products.

Main Responsibilities:

• Answer incoming customer phone calls in a professional manner while maintaining appropriate phone metrics and KPIs
• Follow up to ensure that customer issues are resolved both promptly and thoroughly
• Research customer complaints, documenting accordingly in quality system
• Directly assist customer with resolution based results
• Research delivery and/or invoicing discrepancies; issue credit and/or returns accordingly
• Issue Return Goods Authorizations with an approval level up to $2,000
• Establish close working relationships with internal stakeholders and customers, understanding their business and how we can add value
• Directly assist customers with technical product construction through the coordination of door frame and hardware schedules while maintaining appropriate metrics and KPIs
• Complete the order entry process with a high degree of accuracy for orders
• Communicate clearly and professionally
• Maintain appropriate Inside Sales controls and documentation
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience
• Follow all Company related safety/environmental rules and regulations
• Perform other duties as assigned by the Inside Sales Supervisor to ensure a positive customer experience
• Maintain a working environment that encourages and supports collaboration and team work

Education:

• High School Education required, Associate's Degree or higher preferred

Experience:

• 2-3 Years of previous experience in Inside Sales including order entry required. Relevant experience in manufacturing, call center, or building supplies industry preferred
• Solid demonstration of professional Telephone Etiquette
• Product knowledge as it relates to the Building Material and/or Door industry
• Ability to work independently and effectively in a fast paced team environment
• Strong decision making and analytical skills
• Excellent phone and written communication skills
• Excellent PC skills in Microsoft applications
• Strong ability to multi-task while maintaining a high level of attention to detail
• Organizational skills with the ability to maintain detailed records
• Ability to establish and continually develop professional relationships with both internal and external customers
• Effective conflict resolution skills
• Available to work occasional weekends and extended hours during the work week as needed and be flexible to schedule changes.

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