Inside Sales Customer Service Representative

Drive Service & Sales as an Inside Sales Customer Service Representative at Kappler!

Kappler is seeking an in-person Customer Service Representative with an Inside Sales focus to support our customers, distributors, and Sales Team while helping drive business growth.  We don’t believe in automated systems or endless prompt - we believe in real people delivering real service and real results.

In this role, you’ll be at the center of both customer experience and sales support - handling orders, managing quotes, coordinating samples, and supporting inside sales initiatives that help maintain and grow our business.  You’ll play a key role in ensuring accuracy, responsiveness, and follow-through, while building strong relationships and contributing to revenue-generating activities.

 
What You’ll Do:

• Provide high-quality customer support via phone and email
• Prepare detailed quotes and process orders with accuracy and efficiency
• Manage customer needs, including product information, pricing, and availability
• Coordinate sample requests and administer the RGA process from start to resolution
• Support Sales Team members with follow-ups, outreach, and inside sales activities
• Collaborate across departments to ensure timely and effective order fulfillment

If you thrive in a fast-paced environment, enjoy balancing customer service with sales support, and take pride in getting the details right, this role is for you.  Bring your initiative, problem-solving skills, and commitment to great service - and help drive both customer satisfaction and business growth at Kappler. 

About Kappler:

For nearly 50 years Kappler has defined the protective clothing industry with patented fabrics, innovative seaming technology and unique garment designs. All our critical protection chemical and biohazard suits are produced at our corporate headquarters in Guntersville, Alabama, providing American-made quality for added assurance. A certified Woman Owned Small Business and registered to ISO 9001 since 1996, we document every detail when it comes to ensuring product quality. End-user safety is priority one, and our integrated manufacturing process is geared to making sure every garment meets demanding specifications. Whether it’s designing the most user-friendly suit possible or pressure-testing every gas-tight suit before it leaves the factory, Kappler quality comes through every time. From Berry-compliant products for DoD markets to NFPA-certified apparel for the most challenging hazmat calls, you know what you’re getting into with Kappler.

Summary / Objective:
The Customer Service Representative, Inside Sales Focus, provides customer support while contributing to inside sales initiatives designed to maintain base business and support market development.  The role also coordinates and processes sample fulfillment, manages the Return Good s Authorization (RGA) process, and supports assigned Sales Team members and engages customers to help drive incremental growth.

Responsibilities:

Order Processing & Customer Support

• Prepare and process detailed, multi-line customer quotes involving product specifications, pricing structures, and order requirements, ensuring accuracy, competitiveness, and timely delivery to support sales conversion
• Process orders in the X3 Enterprise Resource Planning system, received via mail, email, EDI, phone, or fax.
• Enter and acknowledge all orders with accuracy.
• Process fulfillment orders as required. 
• Notify Distribution and follow up on order fulfillment, including delivery date requirements.
• File order documentation and maintain accurate records.
• Compute pricing, discounts, and shipping charges.
• Administer the RGA process, including reviewing return requests, issuing RGA documentation, coordinating with warehouse and accounting teams, and ensuring accurate tracking through final resolution (credit, replacement, or disposition).  Field customer complaints and initiate RGAs as required; address and resolve customer complaints professionally by investigating issues, coordinating with internal teams, and ensuring timely, effective solutions that maintain customer satisfaction and strengthen long-term relationships.
• Provide customers with product information regarding features, pricing, and availability. 
• Coordinate and process customer and sales representative product sample requests, ensuring accurate order entry, proper documentation, and timely shipment to support product evaluation sales opportunities. 

Sales Support & Cross-Functional Communication

• Provide support to assigned Sales Team members, while supporting any Sales Team member as needed when others are unavailable.
• Proactively support revenue-generating activities, including customer follow-up via phone/email as directed.
• Collaborate with internal departments to meet customer needs and contribute to business retention and growth.
• Support CRM usage and data accuracy.

Inside Sales Focus Responsibilities 

• Assist in maintaining base business with assigned customer segments.
• Assist with market development campaigns and outreach efforts to identify or nurture new opportunities.
• Conduct inside sales follow-up and outreach activities to support ongoing sales initiatives.

Other

• Work onsite, in person to develop cross-departmental relationships and collaboration, maintain high levels of service and productivity and be readily available to promptly address dynamic business needs as they arise.
• Perform other related duties as assigned.

Position Requirements:

• Must have excellent interpersonal and communication skills.
• Must have professional phone presence and computer literacy.
• Ability to assist customers with a positive and friendly attitude.
• Ability to resolve situations in the best interest of both customer and company.
• Ability to multitask and work in teams.
• Problem analysis and problem-solving.
• Attention to detail and accuracy.
• Stress tolerance.
• Cheerful and hospitable attitude.
• Initiative.
• Intermediate computer skills to include ERP software.
• Basic math skills including an advanced understanding of units of measure, fractions, and decimals.
• Proficient with Microsoft Office Suite or related software.

Education & Experience:

• Associates Degree in related field preferred
• 2 or more years of experience in customer service
• Proficient knowledge of Microsoft Office including Word and Excel

Work Environment & Physical Demands: 

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodation may be made to enable qualified individuals with disabilities to perform job functions. 
• Must be able to stand, sit, and walk for prolonged periods of time; talk, hear, and use hands and fingers to operate computer and telephone keyboards.
• Noise levels are usually moderate.
• Ability to see and adjust; close vision and distance vision.
• Must be able to lift up to 50 pounds at a time.

Disclaimer:  This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required by the employee.  Kappler is an Equal Opportunity Employer, including disability.