The Inside Sales Representative plays a pivotal role in driving customer satisfaction and revenue growth. You will manage day-to-day customer interactions, process orders, provide accurate quotes, and support the outside sales team. The role calls for strong communication skills, attention to detail, and the ability to collaborate across teams so customers receive exceptional service and timely solutions. 

Key responsibilities

• Answer incoming calls promptly, within one to two rings, and respond to all customer inquiries within two hours, even when an immediate resolution is not yet available.
• Receive and process requests for quotations, order entries, and lead times from business, industrial, and individual customers; every quote must include accurate lead times.
• Check inventory availability and accuracy before entering quotes or committing to orders, and reconcile any discrepancies found.
• Help customers identify the correct parts by clarifying needs, researching options, and recommending solutions, capturing complete S.T.A.M.P.E.D. information for all hose assemblies.
• Perform a full contract review on every order and validate all components on assemblies to ensure accuracy and minimize risk.
• Support outside sales representatives and territory managers with timely responses to quotes, order inquiries, application assistance, product selection, and issue resolution.
• Proactively follow up on shipped orders and open quotes, maintain accurate due dates, and communicate changes promptly. Do not wait to deliver difficult news.
• Track and plan project timelines, looking for risk-assessment opportunities on every order.
• Maintain open communication with vendors by phone and email, using catalogs, vendor relationships, and team members to resolve customer needs.
• Maintain open communication with the outside sales team; redirect and assist store calls when applicable.
• Identify and pursue opportunities to grow the account base by qualifying and opening new business accounts using consultative sales techniques.
• Develop and maintain product knowledge through continuous training, factory-representative interactions, and NAHAD training.
• Maintain accurate records, reports, and notes on daily orders and customer interactions.
• Focus on positivity and teamwork, highlighting the quality of the fabrication team’s work and finding new ways to help the team.
• Promote productivity and process improvement, spending time in the storefront and warehouse to build product knowledge and relationships.
• Maintain a clean, organized work area and follow all safety practices, reporting injuries, near-misses, or unsafe conditions immediately and complying with OSHA standards.

Qualifications

• Previous inside sales or customer service experience preferred.
• Strong communication and interpersonal skills, with the ability to interact professionally with customers and team members.
• Excellent organizational skills and attention to detail with a high degree of accuracy.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Self-starter able to work independently and as part of a collaborative team.
• Strong computer skills; experience with ERP or order-management systems a plus.
• Must be authorized to work in the United States and able to pass a pre-employment background check and/or drug screening as required.
• Ability to follow verbal and written instructions in English and comply with all company policies.

Education

• High School Diploma or GED equivalent required.
• Associate’s or Bachelor’s degree in Business, Marketing, or a related field a plus.

Physical requirements

• Ability to sit for extended periods at a desk or workstation.
• Ability to lift, carry, and move materials up to 25 lbs. as needed.
• Comfortable in an office environment with occasional exposure to a warehouse or industrial setting.
• Use of appropriate PPE is required in designated warehouse or production areas.

McGill Hose & Coupling is an Equal Opportunity Employer. All employment decisions are based on business need, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law. We provide reasonable accommodations to qualified individuals with disabilities; if you need an accommodation, please contact Human Resources.