The Inside Sales / Customer Service Representative is responsible for supporting customers by processing orders, responding to inquiries, resolving issues, and identifying sales opportunities. This role serves as a primary point of contact for customers, ensuring exceptional service while helping achieve company sales and revenue goals.

Customer Service

• Respond to      customer inquiries via phone, email, and online channels in a professional      and timely manner.
• Process      customer orders, returns, credits, and exchanges accurately.
• Resolve      customer concerns and complaints while maintaining high customer      satisfaction.
• Provide      product information, pricing, availability, and delivery updates.
• Maintain      accurate customer records and account information in CRM and ERP systems.
• Coordinate      with operations, purchasing, and shipping departments to ensure timely      order fulfillment.

Inside Sales

• Develop      and maintain strong relationships with existing customers.
• Generate      sales through inbound and outbound customer interactions.
• Identify      upselling and cross-selling opportunities to increase revenue.
• Prepare      and follow up on quotations and proposals.
• Track      sales opportunities and maintain an active sales pipeline.
• Meet or      exceed monthly sales and customer retention goals.
• Support      outside sales representatives by managing customer accounts and requests.

Administrative Support

• Enter and      maintain accurate order and customer data.
• Prepare      reports, customer correspondence, and sales documentation.
• Assist      with inventory inquiries and product availability updates.
• Follow      company policies and procedures related to customer service and sales      operations.

Qualifications

• High      school diploma or equivalent required; associate or bachelor’s degree      preferred.
• 2+ years      of customer service, inside sales, or account management experience      preferred.
• Strong      communication and interpersonal skills.
• Proficiency      with Microsoft Office Suite and CRM software.
• Excellent      organizational and multitasking abilities.
• Strong      problem-solving and conflict-resolution skills.
• Ability to      work independently and as part of a team.

Knowledge, Skills, and Abilities

• Customer-focused      mindset with a commitment to service excellence.
• Sales      aptitude with the ability to identify customer needs and recommend      solutions.
• Strong      attention to detail and accuracy.
• Effective      verbal and written communication skills.
• Ability to      prioritize tasks in a fast-paced environment.
• Professional      and positive attitude.

Performance Metrics

• Customer      satisfaction scores.
• Order      accuracy and processing efficiency.
• Sales      growth and revenue generation.
• Customer      retention rates.
• Response      and resolution times.
• Achievement      of sales and service goals.