Inside Sales Associate

Role Description

The Inside Sales Associate plays a critical role in driving revenue growth by managing customer relationships, responding to quote requests, supporting field sales representatives, and ensuring a strong order pipeline. This position acts as the engine that fills the order tank by converting opportunities into confirmed orders while maintaining alignment between customer expectations, pricing strategy, plant capacity, and margin requirements.

Key Responsibilities

Customer Relationship Management

• Build, maintain, and strengthen relationships with existing and prospective customers.
• Meet and exceed customer expectations through proactive communication, including phone calls and emails, responsiveness, and solution-oriented support.
• Serve as a trusted point of contact for customers throughout the quoting and ordering process.

Customer Problem Solving

• Actively assist customers with pricing inquiries, delivery timelines, product solutions, and order coordination to ensure desired timeline is possible.
• Collaborate with internal teams (sales, operations, production, and logistics) to resolve customer challenges efficiently and accurately.
• Provide clear, timely, and professional communication to ensure a positive customer experience.

Quote Response & Coordination

• Ensure prompt and accurate responses to all quote requests.
• Initial customer acknowledgment within 3 hours of receiving a quote request.
• Complete quote or proposed solution delivered within 24 hours.
• Coordinate with sales representatives, engineering, and production as needed to develop competitive and feasible quotes.

Inside Sales Generation

• Function as the primary driver of inbound sales activity, converting leads and quotes into confirmed orders.
• Proactively follow up on open quotes and opportunities to move them through the sales funnel.
• Support field sales representatives by managing day-to-day quote activity and customer requests.

Pricing, Negotiation & Margin Management

• Maintain and manage the company price book, ensuring accuracy and consistency.
• Conduct pricing negotiations within approved guidelines to close orders while protecting profitability.
• Understand and apply margin requirements and pricing thresholds during negotiations.

Capacity Awareness & Sales Alignment

• Maintain a strong understanding of plant capacity relative to current and projected sales volume.
• Coordinate with operations and sales leadership to align customer commitments with production capabilities.

Forecasting & Sales Intelligence

• Develop and maintain 6-, 12-, and 24-month sales forecasts based on quote activity, customer demand, and opportunity status.
• Regularly engage with sales representatives to collect updated quote statuses and pipeline insights.
• Provide accurate forecasting data to support planning, capacity allocation, and strategic decision-making.

Qualifications & Skills

• Associate’s or bachelor’s degree in Business, Sales, Marketing, or a related field (or equivalent experience).
• 2 years of inside sales, customer service, or sales support experience (manufacturing or B2B environment preferred).
• Strong understanding of pricing, margins, and negotiation principles.
• Exceptional organizational, communication, and follow-up skills.
• Ability to manage multiple quotes and priorities in a fast-paced environment.
• Proficiency with CRM systems, ERP software, and Microsoft Office tools.
• Analytical mindset with the ability to interpret sales data and forecast trends.

Key Performance Indicators (KPIs)

• Quote response time compliance (3-hour and 24-hour targets).
• Quote-to-order conversion rate.
• Revenue and margin contribution.
• Accuracy of sales forecasts.
• Customer satisfaction and retention metrics.