Skills

Communication Time Management Microsoft 365 Prioritization Sales Product Knowledge Customer Service

Job Specifications

Job Description – Inside Sales / Customer Experience Representative

Title:

Inside Sales / Customer Experience Representative

Reports to:

Customer Service Manager / Customer Service Lead

Summary:

The Inside Sales / Customer Experience Representative is responsible for managing and growing existing customer accounts, with a primary focus on generating repeat sales and identifying opportunities for account expansion. Acting with a business-owner mindset, this role builds strong partnerships, understands customer needs, and delivers tailored solutions that drive revenue and long-term loyalty.

In addition, the representative supports day-to-day customer service functions, including answering phones and emails, processing orders accurately, and resolving inquiries efficiently to ensure a seamless customer experience.

Qualifications and Skills:

Skills & Qualifications

Proven inside sales experience managing inbound and outbound calls, qualifying leads, and driving account growth.
Demonstrated success meeting or exceeding sales targets and generating repeat business.
Strong ability to identify customer needs and recommend effective product solutions.
Exceptional customer service skills with a professional phone presence and solutions-focused mindset.
Experience handling phone and email inquiries, processing orders accurately, and ensuring timely follow-up.
Excellent verbal and written communication skills; fluent in English (French is an asset).
Strong interpersonal skills with the ability to adapt communication style to different customers.
Highly organized with strong time management, multitasking, and prioritization abilities.
Detail-oriented, proactive, and able to work independently and collaboratively in a team environment.

·        Strong working knowledge of Microsoft 365 tools including Outlook (email/calendar management), Teams (virtual collaboration), and Excel (data tracking and reporting).

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Job Duties:

·        Partner with Sales Representatives where appropriate to build sales pipeline.

·        Achieve outreach email, phone call sales to ensure sales targets are met.

·        Utilize sales tools, excel documents for potential order creation to share with a customer showing expertise and business acumen.

·        Develop a rapport with customers, demonstrating a positive image of Gunther Mele.

·        Process incoming orders by coordinating the efforts of all related departments (graphics, sales, distribution, inventory control and accounts receivable) to ensure customer requirements are met.

·        Follow all procedures and policies.

·        Filing and other administrative duties

·        Familiarize yourself with current information about services and products available to customers.

·        Use product knowledge to inform customers of product details, pricing, shipping ETAs and any additional information needed by the customer.

·        Review weekly “open order” report to ensure orders are processed in a timely manner, and if there are any delays, contacting the customer to advise.

·        Handle customer complaints and provide an appropriate solution and alternatives with the time limits; follow up to ensure resolution.

·        Build trust with the customer by connecting and asking pertinent questions regarding their business needs for packaging. Find the hidden needs to be a one stop shop.

About the Company

Celebrating over 160 years as retail packaging experts, Gunther Mele offers the largest selection of custom branded shopping bags, gift boxes, wrapping paper, ribbons & bows - everything a store needs to proudly convey its brand and add value to each sale. Taking that extra step to get creative with gift packaging is the perfect way to add a personal touch to any present, big or small. It's an ideal method of communicating the essence of your business and your brand, helping you build good, solid and lasting relationships. ... Know more