Inside Sales-Customer Service Lead

Duties/Responsibilities:

· Oversee the inside sales team, providing support, training, and guidance as needed.

· Assist customers directly with their orders, ensuring accuracy and excellent service.

· Maintain the showroom to ensure it is clean, organized, and fully stocked at all times.

· Ensure team members take their lunches and breaks on time, in compliance with company and legal requirements.

· Keep abreast of product, market, and competitor trends. Identify opportunities and communicate them to sales, operations, and customers.

· Partner with Account Managers and the Branch Manager to identify/qualify prospects and retain/penetrate existing accounts.

· Make outbound calls to acquire/follow up on new or additional business and inform customers of market conditions.

· Respond to incoming calls from customers and Account Managers in a timely, professional, and collaborative manner.

· Educate customers on product usage and minimize likelihood of returns.

· Work with operations to maintain appropriate inventory levels, suggest substitutions or special orders when necessary.

· Achieve service and quality standards by establishing pricing, quoting accurately, and confirming orders with customers.

· Keep customers informed of back-orders, delays, and other issues that might affect our customer service.

· Inform Account Managers, Credit Department, and Branch Manager of significant opportunities, lost orders, competitor trends, or customer complaints.

· Work with management, purchasing, and transportation to improve pricing, inventory management, quality, and service levels.

· Carry out all responsibilities honestly, ethically, and professionally.

· Execute daily functions aligned with company goals and objectives.

Core Competencies:

· Ability to analyze product data and develop innovative solutions.

· Excellent planning, organization, and project management skills.

· Strong communication skills — clear, concise, and persuasive.

· Entrepreneurial spirit with a willingness to take prudent risks.

· Strong customer focus and results orientation.

· Ability to lead and motivate a team.

· Effective multitasking and adaptability to changing conditions.

Knowledge & Skills:

· Minimum 2–3 years of experience in the steel industry.

· Minimum 1-2 years of experience with CRM

· Proficient with steel products, their applications, and the ability to validate material using a tape measure and inspection tools.

· Demonstrated understanding of best practices in sales and customer service.

· Strong understanding of company products.

· Proficiency with computers (Word, Excel) and OR any ERP system.

· Ability to document and implement standard operating procedures.

· Strong attention to detail with auditing capability.

Additional Expectations:

This job description is not all-inclusive; additional duties may be assigned as needed to support the company's operational and business needs.

Education and Experience:

· A high school diploma or equivalent required

· Minimum 2-3 years of experience in the steel industry

Physical Requirements:

· Sitting and/or standing for prolonged periods

· Crouching, walking, driving, twisting, bending

· Ability to lift, push, pull up to 50 lbs.