Inside Sales & Support Representative

SUMMARY

The Inside Sales & Support Representative is a dynamic, customer-faced professional responsible for driving the company's success by fostering strong client relationships, growing sales within an assigned account portfolio, and ensuring a seamless, high-quality customer experience.

Serving as a trusted advisor to our clients, this individual proactively manages the entire sales and service cycle. Key activities include developing strategic selling plans, identifying growth opportunities, and handling daily transactions such as quotes, order entry, and issue resolution. This role requires close collaboration with internal teams, including production and marketing, to meet sales goals while delivering exceptional customer care.

This position is ideal for a results-oriented and highly motivated problem-solver who excels at building relationships and possesses a strong passion for both sales and service. The role offers a significant opportunity to contribute directly to customer satisfaction and company growth.

KEY ACCOUNTABILITIES

Sales & Account Management

• Develop and execute a strategic, value-based selling plan to achieve sales objectives with assigned customer accounts, ensuring that revenue, profit, market share, and customer growth goals are met or exceeded.
• Develop and implement a regular schedule of customer contact using telephone and email to proactively build relationships, understand customer needs, and ensure the company remains top-of-mind.
• Identify and close opportunities for incremental growth within existing accounts, striving to create mutually beneficial relationships and position yourself as a "trusted advisor."
• Utilize reports, data, and analysis to identify sales opportunities and vulnerabilities within the assigned account portfolio, taking appropriate action to capitalize on opportunities and mitigate risks.
• In collaboration with assigned Account Managers, negotiate sales and establish competitive product prices that maintain company margin objectives while providing value to the customer.

Customer & Transaction Management

• Manage all customer service transactions to provide an excellent level of care, including providing price quotes, entering and adjusting orders, and processing changes or cancellations.
• Serve as the primary point of contact for inquiries from distributors, buyers, and end-users; providing requested information, answering questions, and resolving issues efficiently.
• • • Field inbound calls from end-users and direct them to local distributors.
    • Provide specification sheets, product data sheets, and certifications.
    • Resolve issues involving third-party vendors, such as freight providers.
• Strive for transactional excellence by reducing errors, accurately processing all order types, maintaining records, processing returns and credits, and using the Corrective Action system to drive organizational improvement.
• Review and approve orders for invoicing; investigate and reconcile any issues or discrepancies to ensure accuracy.

Internal Collaboration & Process Management

• Develop and maintain strong working relationships with the production team to monitor order flow, improve on-time shipments, and proactively advise customers of current lead times or adjustments.
• Collaborate with the broader Sales & Marketing team to share leads, market intelligence, and competitive information to ensure open communication and strategic alignment.
• Perform various administrative duties, including call reports, preparation of order forms, and tracking the order process to ensure timely fulfillment and customer satisfaction.
• Provide comprehensive support to all customers during the absence of other team members to ensure seamless service.

Professional Development

• Prepare for the future of the organization by actively participating in training and continuous skill development opportunities.

BACKGROUND & EXPERIENCE

Four-year degree preferred. 4-6 years in sales preferred.

KEY COMPETENCIES

1. CHARACTER - Demonstrates honesty and integrity in interactions with others. Models appropriate behavior that demonstrates the highest standards of integrity and is consistent with the organization's values. Demonstrates a strong moral character that exudes trust in all situations. Has earned the trust of others and consistently exhibits ethical actions.
2. COMMUNICATION SKILLS - Demonstrates the ability to speak, write, and present information in a clear, concise and compelling manner that is tailored to a particular audience. Demonstrates strong active listening skills.
3. DECISION MAKING - Demonstrates the ability to make informed, educated decisions reflecting the needs of the business and the customer. Renders appropriate judgments and actions. Able to identify and understand issues, problems, and opportunities and use effective approaches for choosing a course of action. Takes action that is consistent with available facts, constraints, and probable consequences.
4. COMPUTER SKILLS - Demonstrates experience and competence in office productivity tools such as word processing, spreadsheets, database, and email.
5. MARGIN DRIVEN - Demonstrates the ability to view sales proposals and quotes from a cost and profit perspective. Has good insight into the competitive marketplace.
6. ORGANIZATION - Demonstrates the ability to arrange own work and develop orderly and functionally efficient work processes for the timely accomplishment of assignments. Is known for preparedness and high standards of effectiveness and efficiency due to personal efforts and dedication to continually improving their work processes and procedures.
7. SELF-STARTER - Demonstrates skill at accomplishing own work without the need for close supervision. Takes action based on urgency, customer needs and the needs of the business without always having to ask for guidance.