INSIDE SALES

Inside Sales Representative

Job Title: Inside Sales Representative

Supervisor: Director of Sales and Marketing

Department: Sales

Revision Date: 09/09/2026

Overtime: Non-Exempt

Schedule/Shift: 7:00 a.m.- 4:30 p.m. M-F

Position Overview

The Inside Sales Representative is responsible for developing and maintaining strong customer relationships through consultative sales approaches.

This role serves as a strategic partner to customers, providing tailored solutions, identifying growth opportunities, and driving revenue through thoughtful engagement and product expertise.

Duties & Responsibilities

• Act as the first point of contact for inbound customer inquiries via phone, email, and chat; provide expert guidance, product recommendations, and issue resolution.
• Utilize a consultative sales approach to assess customer needs, recommend appropriate solutions, and identify upsell and cross-sell opportunities.
• Build and manage a portfolio of customer relationships with a focus on long-term satisfaction and revenue growth.
• Analyze customer purchasing patterns and market data to proactively offer solutions and suggest promotional opportunities.
• Meet or exceed monthly and quarterly sales performance goals in alignment with company objectives.
• Maintain detailed records of customer interactions, feedback, and sales activities in the CRM system.
• Collaborate with the Sales, Marketing, and Purchasing teams to inform campaign strategies and improve product positioning.
• Provide customer and market insights to leadership to support continuous improvement and strategic planning.
• Stay current on industry trends, competitor offerings, and internal product updates.
• Assist at the sales counter periodically to support customer service and provide coverage during peak times or staff absences.
  
  
  

Required Skills & Abilities

• Strong interpersonal and communication skills, with the ability to actively listen to customer needs and effectively communicate product benefits.
• Proven track record of meeting or exceeding sales targets and quotas.
• Ability to thrive in a fast-paced, high-pressure environment and adapt to changing priorities.
• Proficiency in CRM software and Microsoft Office Suite.
• Positive attitude, resilience, and a willingness to learn and adapt to changing business needs.
• Knowledge of plumbing, trades, and/or wholesale business is a plus.
  
  
  

Education & Experience

• High school diploma or equivalent required; bachelor's degree in Business Administration or a related field preferred.
• Minimum of three years of combined sales and customer service experience required.
• Must be at least 18 years of age.
  
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift 70 pounds at times.
• Ability to access and navigate each department at the organization's facilities.
  
  
  

Key Performance Indicators (KPIs)

• Monthly and quarterly sales performance against goals.
• Customer portfolio retention and growth.
• Upsell and cross-sell conversion rate.
• CRM record accuracy and completeness.
• Customer satisfaction and responsiveness.
  
  
  

30 / 60 / 90 Day Success Plan

First 30 Days

• Complete onboarding and learn product lines, CRM system, and customer portfolio.
• Shadow experienced Inside Sales Representatives on customer calls.
• Review current customer accounts and sales history.
  
  
  

Days 31–60

• Begin independently managing inbound inquiries and a growing customer portfolio.
• Demonstrate consistent progress toward monthly sales goals.
• Identify upsell and cross-sell opportunities within assigned accounts.
  
  
  

Days 61–90

• Fully own an assigned customer portfolio and inbound sales responsibilities.
• Consistently meet or exceed sales performance goals.
• Contribute market and customer insights to leadership.
  
  
  

The Wayne Way — Culture & Expectations

At Wayne Pipe & Supply, Inc., employees are expected to represent the organization with professionalism, integrity, accountability, and a team-first mindset. Employees should demonstrate a commitment to:

• Delivering exceptional customer service
• Supporting teammates and company initiatives
• Maintaining a positive and solution-oriented attitude
• Communicating respectfully and professionally
• Taking ownership of responsibilities and results
• Continuously improving processes and performance
• Representing the company in a professional manner both internally and externally
  
  
  

Employees are expected to contribute to a culture focused on growth, accountability, operational excellence, and long-term customer relationships.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.