The COATS Company

Outside Sales

• Provide proactive leadership, motivation, and guidance to build, develop, and expand the district territory in sales and service
• Implement corporate commercial strategies to grow equipment revenue, service revenue, and profitability
• Review revenue, profitability, and CSR metrics and update technicians weekly
• Hire and retain strong people, build diverse talent, and support employee development
• Ensure technicians are fully trained and capable
• Develop and sustain customer relationships and resolve customer issues at major accounts
• Perform field service management activities, inspect service crews, and evaluate technician performance
• Conduct face-to-face sales and service calls with end users and deliver Coats product and service presentations
• Visit end users and support distributors within the assigned territory
• Attend national and regional shows and marketing conferences as required
• Monitor customer, market, and competitor activity and evaluate trends and competitive strategies
• Collaborate with the internal product team on customer wants and needs
• Handle administrative functions for the Service & Sales role
• Develop and implement channel strategies through distribution partners and Coats service technicians
• Lead sales and service functions and identify concerns and countermeasures
• Review district service metrics to identify continuous improvement opportunities
• Learn customer operations to create synergies and seamless collaboration
• Understand and manage a profit and loss statement

Commercial District Manager – Field Sales & Service

Customer Support

• Provide outstanding assistance, address inquiries in a timely manner, and resolve issues to ensure a positive customer experience
• Maintain high customer service standards to attract and retain customers
• Handle customer inquiries via phone, email and chat
• Respond to all inquiries, issues, and complaints in a timely manner
• Manage high inbound and outbound call volumes in a timely manner
• Utilize case management tools to track, document and manage customer cases
• Receive and process domestic and export orders from customers and distributors
• Distribute literature on company products as requested
• Advise customers of order status or dispatch work orders
• Dispatch service technicians to repair equipment as needed
• Process shortages, damages, or product service needs
• Document and update customer records
• Provide quotes as needed
• Invoice and process payments including credits and debits as required
• Consistently meet or exceed company expectations for productivity and accuracy levels
• Other duties as assigned

Commercial District Manager – Field Sales & Service

Customer Service Representative