This is a full-time position, paid hourly. Work hours are Monday-Friday, 7AM to 4PM.
Work Location:
The nature of this position requires work on site at our Los Alamitos, CA location.
Job Description:
This position reports to the Inside Sales Manager and is the initial contact at the company for customers requesting quotes for all types of sales activities including service, exchanges, and parts. This role includes fielding and analyzing customer's request by email, phone, and inventory location services (such as Partsbase and ILS) and dispatching the most straightforward types of customer quotes rapidly. These quotes include Information from published data sheets, price lists, and excel spreadsheets or duplication of recent quotes in the software system, that meet established criteria. For inquires outside of these parameters, the role requires requests to be forwarded to Estimator II, while organizing and updating data within the software, to ensure all requests are completed within the target deadlines.
Duties/tasks include, but not limited to: • Communicate and critically analyze initial customer requests via phone, email, and software systems for technical aspects that define the role • Rapidly ascertaining the nature of the request and checking information against established standards and procedures • Efficiently analyzing data within the software system for the information required to achieve the targeted quoting deadlines • Effectively communicating to the team those inquiries that are outside of the technical aspects of the role • Diligently updating data within the software system(s) to ensure the tasks are handed off efficiently • Accurately analyzing data used for quoting, including spreadsheets, price lists, and excel documents from various sources • Recognizing patterns for reoccurring inquires and previous work by self and others • Demonstrating effective inbox management and organization using Outlook
Goals and objectives:
Estimators at CGS are on the front line of the customer service experience at CGS. We are the initiator of customer inquiries within the organization and responsible for promptly and accurately solving customer problems. We do this by deciding which inquiry should be answered first, using established standards. Then we quote price, availability, and turn time of our services, products, and solutions. We use the software system and various data points within the server to do this "on the fly." The process is simple: analyze the request for details, search the data for the correct solution, and use that data to quote the customer the quickest way possible. We escalate all other types of inquiries to Estimator II, ensuring that we don't fall behind on the high volume of inquiries we receive every day.
Most importantly, we keep the process organized and efficient by updating our email inbox, software system, and tracking database to ensure no quotes are missed and each customer receives an answer within the established timeframe.
This role is important because we have a direct impact on sales volume, and we become the face of the company to current and potential customers. When we quote pricing and lead times, our customers rely on that information to schedule aircraft for maintenance. Our complete, accurate, and timely information allows others in the organization and our customers to operate efficiently and create lasting business relationships.
Success is defined by having all inquiries answered on the same day. At any given time, the information in our software system and email program is accurate regarding status. Each time we find a discrepancy with pricing, lead time, or profitability we escalate it to our supervisor. All purchase orders that come to our inbox are immediately forwarded to the sales team.
We know we did a great job when each quote is complete, or escalation is documented and followed up with before the end of the day. Our customers are delighted to talk to us and each quote we make is backed up with data in the system. The Customer Service team never needs to cancel an order or requote the customer if the data available to us didn't change.
Skills Required: • Strong analytical skills and thoughtful organization • Warm and approachable communication via telephone, email, and text • Exceptional ability to utilize electronic data to problem solve • Ability to recognize patterns and recall recent information • Desire to be prompt and unafraid of being hurried • Comfortable with singular focus on a task, until complete • Demonstrate good judgement regarding sequence of events: not just relying on "first in, first out" methodology