National Sales Associate

The West Music National Business Unit primarily works with Elementary General Music teachers in all 50 states and multiple countries, as well as with individual, educational, and other customer types with a focus on the classroom instruments and methods found in the elementary classroom, such as Orff Schulwerk instruments and materials, World Drums, recorders, general classroom print materials, ukuleles, and more.

By handling inbound calls, emails, click to chat and other communication methods, the National Sales Associate role is to provide quality, professional product, sales quote, and sales order information that consistently meets or exceeds West Music’s standards of excellence and customer expectations. As the first interaction many customers will have with West Music, the National Sales Associate is critical to West Music’s success.

Essential Duties and Responsibilities include but are not limited to the following. Other duties may be assigned as business needs dictate:

• Responsible for meeting sales goals for the National division.
• Answers incoming calls from unassigned customers, assesses customer needs, and proactively provides product solutions including suggestive selling of additional or complementary items to our customers.
• Communicates with customers by telephone, fax, web ordering platforms, or email to provide information about products and services, prepares sales quotes, receives and/or enters orders, modifies customer information, and responds to customer questions and concerns.
• Generates new and repeat sales by providing product, promotional, and technical information in a timely manner utilizing email, voice, online chat, assigned social media, and other communication methods.
• Leverages and maintains CRM data and information to manage leads, opportunities, deals, and follow up.
• Modifies and keeps detailed and accurate records of all customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Proactively suggests add on items, up-sells the customer, suggests alternative products based on cost, availability, and/or specifications, and cross-sells based on customer needs.
• Advises customers of current promotions.
• Follows West Music Sales Process and regularly works with supervisor to determine goals, close ratio, follow-up needs, and more.
• Partners with Customer Service to resolve account issues.

• Coordinates with other departments when necessary to ensure positive customer experiences.
• Assists as needed with convention and workshop staffing.
• Other related duties as assigned