Job Description

Job Title : Customer Service/Inside Sales Representative

Reports to : Customer Relations Manager

POSITION SUMMARY

The Customer Service/Inside Sales Representative will take customer orders via phone and email, scan/file the daily orders, and assist the Customer Relations Manager when needed. This person will be personable, communicative and positive and possess significant value for servicing our customers, with great time management and organizational skills. This position requires someone who can work a flexible schedule that may range Monday – Friday, 8:30am-4:30pm.

Key Duties and Responsibilities:

• Proactively reach out to existing customers to upsell or cross-sell products based on their order history and seasonal trends.
• Maintain and update customer account information, including contact details and order preferences.
• Track and follow up on sales leads and inquiries to convert them into active orders.
• Collaborate with the Sales team to support promotional campaigns and product launches.
• Assist in managing customer contracts, pricing agreements, and special terms.
• Monitor inventory levels and coordinate with the warehouse to ensure product availability for key accounts.
• Support the onboarding process for new customers by providing product information and order guidance.
• Prepare and submit customer purchase orders as sales orders into Microsoft Dynamics NAV.  (Training provided)
• Generate return authorizations, and credit explanations at the direction of Invoice manager.
• Ensure all items are invoiced with proper quantities and prices to customers.
• Monitor customer shorts and communicate with customers.
• Assist in day-to-day operations of all order processing.
• Schedule pickup/outgoing orders and LTL’s for orders that arrive during shift.
• Schedule delivery appointments for orders that arrive during shift.
• Resolve issues for customer orders in a timely manner.
• Follow up with warehouse to make sure orders go out on time.
• Provide customer support via email, phone and fax when necessary.
• Solve and investigate customer issues.
• Work alongside Plant Manager, Operations Manager, Shipping Manager and Team, Sales, Customers and Vendors.
• Jump in and lend a hand when the time comes for projects, assignments, or general office needs.

Required Skills/Abilities:

• Daily communication with customers
• Positive and professional attitude towards customers and coworkers
• Able to work independently and as part of a team with little to no supervision
• Excellent MS Office knowledge
• Outstanding organizational and time management skills
• Familiarity with office gadgets and applications (i.e. Calendars and copy machines)
• Excellent verbal and written communication skills
• Discretion and confidentiality

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