Inside Sales Representative

Columbia Forest Products is seeking an Inside Sales Representative (ISR) to build strong customer relationships by delivering responsive service and support. Key responsibilities include answering inquiries, providing product information, processing orders, and resolving customer concerns.

The ISR partners with the Field Sales Representative (FSR) to deliver exceptional service and maintain high customer satisfaction. Reporting to the Lead ISR, this role identifies and exceeds customer needs while ensuring orders received by phone, fax, email, or other channels move through manufacturing as efficiently as possible.

The ISR's priority is to create a positive experience in every interaction with internal and external customers. Through dedicated, knowledgeable service, this role

Customer Service:

• Respond promptly and professionally to customer inquiries received by phone, email, or chat.
• Manage sales inquiries across all customer segments.
• Support Field Sales Representatives (FSRs) and serve as a key liaison between customers, sales, and manufacturing.
• Build strong customer relationships by listening carefully and responding effectively to customer needs and concerns.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer issues efficiently, escalating complex matters when appropriate.

Order and Claims Management:

• Communicate current pricing, product availability, and lead times to customers.
• Process orders, claims, credits, and refunds accurately and efficiently.
• Coordinate with internal departments to track orders and resolve delivery, invoicing, and claims-related issues.
• Minimize errors and delays to ensure a seamless customer experience.
• Review order acknowledgments for accuracy and promptly follow up on outstanding quotes.
• Maintain current knowledge of pricing structures and typical margins for assigned customer accounts.
• Collaborate daily with shipping teams to ensure customers and sales representatives are informed of scheduled shipment dates.
• Provide freight status updates to customers as needed

Product and Manufacturing Knowledge and Support:

• Develop and maintain a thorough understanding of products, features, benefits, and applications.
• Assist customers with product troubleshooting and technical inquiries, engaging technical experts when necessary.
• Educate customers on proper product use, handling, care, and best practices to maximize satisfaction.
• Stay current on product offerings, promotions, and company policies.
• Maintain awareness of manufacturing capabilities through regular exposure to plant operations and processes.

Documentation, Reporting, and Continuous Improvement

• • Accurately document customer interactions, inquiries, and resolutions within the CRM system.
  • Analyze customer service data and identify trends, risks, and opportunities for improvement.
  • Share customer feedback and insights with appropriate teams to drive enhancements in products, services, and business processes.

Qualifications: 

• Bachelor's degree in Business, Communications, Supply Chain, Marketing, or a related field preferred; equivalent customer service or sales support experience will also be considered.
• 0-2 years of customer service, sales support, administrative, or related experience.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and the ability to learn new software systems.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Positive attitude and commitment to providing excellent customer service.
• Ability to work effectively with customers and cross-functional teams.