Job Title: Technical Service Representative / Inside Sales
Employment Status: Full Time
Classification: Non-Exempt
Work Schedule: Monday to Friday, occasional overtime seasonally
Reports to: Director of Marketing
Supervisory Responsibilities: None
Pay: $27 - $30.00/hour (sales responsibilities are eligible for participation in sales bonus plan for meeting sales growth targets)

Position Summary: The Technical Service Representative / Inside Sales Support is responsible for providing personable Service with Knowledge® at the Windsor, CA retail store. Drives sales growth and meets customer needs though accurate, prompt quoting, order processing, invoicing, freight coordination, and documentation. Answers general inquiries such as price, lead-times, and basic product information. This is a customer-facing role that builds brand loyalty and ensures customer satisfaction while generating sales and profits.

Essential Functions:

Store
•  Efficiently and accurately process customer orders, sample requests, and invoices, ensuring all tasks are completed within established deadlines and in compliance with company guidelines.
•  Maintains proper and accurate store inventory levels per Good Manufacturing Practices (“GMP”) by running inventory reports and working with other departments to keep the store stocked.
•  Addresses customer service issues relating to general claims including but not limited to late deliveries, short shipments, damaged goods, and non-technical problem resolution along with price verification to maintain customer satisfaction.
•  Develops and maintains comprehensive knowledge of Gusmer product lines and provides customers with up-to-date accurate product information.
•  Analyzes wine and juice samples using Foss (WineScan) lab equipment and communicates results to customers. Maintains instrument calibration and schedules preventive maintenance.
•  Maintains customer-related files and documentation in an organized and easily retrievable manner; properly documents order cycle events so that information is easily understandable.

Inside Sales
•  Provides ongoing support to customers to ensure satisfaction and retention.
•  Achieves sales targets through direct and regular contact with the defined customer base to introduce and sell new products, maintains the sales of current products, and technical support to satisfy the customer. Establishes and maintains positive customer relations by communicating in a respectful and professional manner and dealing with difficult situations with tact and resourcefulness.
•  Identifies and develops new customers and sales opportunities within the defined customer base through prospecting and frequent customer engagement along with conducting research to identify future customers.
•  Remains knowledgeable and proficient in the use of the products promoted by Gusmer in beverage applications. Maintains knowledge of competitors’ products in addition to current challenges within the industry.

Other Duties
•  Participates in internal product training as needed.
•  Coordinates with other departments to fill internal orders as needed.
•  Performs other Technical Service Representative / Inside Sales duties as assigned.

This is not meant to be a comprehensive listing of activities, duties, and responsibilities. These items may change, or new items may be assigned with or without notice.


Experience and Education Requirements
•  Bachelors degree wine making, viticulture/enology, fermentation/food science or equivalent work experience in related field required.
•  Experience in inside sales, customers service, or related field preferred.
•  Experience in laboratory techniques preferred but not required.

Knowledge, Skills, and Abilities (KSA’s) Required
•  Knowledge of fermentation processes, analytical chemistry, and laboratory techniques.
•  Experience with Salesforce or other CRM system.
•  Excellent interpersonal, negotiation, conflict resolution, and people skills.
•  Excellent verbal and written communication skills.
•  Excellent time management skills with a proven ability to meet deadlines.
•  Excellent organizational skills and attention to detail.
•  Ability to act with integrity, professionalism, and maintain confidentiality.
•  Ability to self-motivate and work without direct supervision.
•  Ability to use Microsoft Office, other computer programs, and technology.

Physical Requirements
The physical demands listed are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Modified “light duty” restrictions may be arranged as needed and when available for job-related injuries or illnesses.

While performing the duties of this job, the employee is regularly required to walk on normal surfaces and sit; use hands for writing and keyboarding. The employee is occasionally required to lift, carry, and/or push up to 25 lbs., and walk on uneven surfaces. Specific vision abilities required by this job include visual acuity sufficient to read a computer screen and paper documents. Acute hearing is necessary for phone and in-person communication with fellow employees and other contacts.

Working Conditions
This position typically functions in a business environment with occasional trips into lab areas.

EEO Policy Statement:
Gusmer Enterprises, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Gusmer will also consider requests for reasonable accommod