Inside Sales Representative at Certified Laboratories Inc – Burbank, California

The Inside Sales Representative (ISR) will be responsible for managing and growing a subset of accounts, handling pricing and quoting requests, and trafficking leads. This role will investigate incoming leads, qualify them, and pass on high-potential opportunities to other sales team members. The ISR will also collaborate closely with the field sales team to generate accurate and timely quotes, ensuring customers receive the best service possible.

The ISR will serve as the primary point of contact for assigned accounts, working to uncover new business opportunities, close sales, and manage customer interactions with the goal of increasing revenue and profitability. In addition, the ISR will act as the liaison between clients and the laboratory, handling daily phone interactions and client requests.

• Lead Management & Business Growth: Qualify incoming leads and grow assigned accounts by increasing wallet share and closing new business opportunities.
• Sales Support: Work closely with clients, technical teams, and sales to secure opportunities, uncover new prospects, and ensure a positive customer experience.
• Client Communication: Proactively contact customers through phone, email, and video chat to grow their business and provide updates on testing.
• Testing & Report Monitoring: Track testing report due dates and proactively inform customers of any delays ahead of the anticipated due date.
• Customer Support: Handle customer inquiries and resolve issues quickly. Ensure all customer requests are addressed efficiently.
• Sales Process Management: Use Salesforce CRM to manage sales opportunities, track customer interactions, and ensure timely follow-up on all complaints and inquiries.
• Client Request Routing: Route customer requests and complaints to appropriate team members and ensure timely resolution.
• Account Expansion: Collaborate with the sales team to identify opportunities for account graduation and growth.
• Administrative Support: Assist in client communications, literature distribution, and special projects as needed.
• Compliance: Ensure adherence to the company’s quality and safety manuals, as well as other relevant laboratory protocols.

• Experience: At least 3 years of experience in customer relations, sales, or account management. Experience with Salesforce and Microsoft Office is required.
• Education: A Bachelor’s degree in business, sciences, or a related field. Studies in marketing, microbiology, chemistry, food science, pharmacology, or nutraceuticals are a plus.
• Industry Experience: Experience with food, cosmetics, nutraceuticals, or CPG-related industries.

• Communication: Strong verbal and written communication skills. Ability to explain technical issues to non-technical clients.
• Problem Solving: Strong decision-making skills and ability to handle multiple tasks and priorities.
• Customer Service: Proactive, customer-focused mindset with an ability to drive account growth.
• Technical Proficiency: Experience with Salesforce CRM, Microsoft Office Suite, and basic knowledge of laboratory software (LIMS) is a plus.
• Attention to Detail: High commitment to accuracy and efficiency in managing client requests and data.
• Team Collaboration: Ability to work effectively with cross-functional teams to deliver results.

• This role requires sitting for extended periods and occasional lifting (up to 25 pounds).
• Must be able to operate a computer keyboard and handle various communication tools.
• Occasional exposure to laboratory conditions, including odors, fumes, and airborne particles.
• Noise levels may vary, and temperatures can range from hot to cold depending on the work environment.

• Some flexibility in work hours may be required, depending on customer needs and workload.
• Occasional overnight travel may be required for customer visits and trade show participation.
• Ability to thrive in a fast-paced environment with frequent deadlines and interruptions.
• Strong problem-solving and logical thinking skills.
• Ability to go onsite at our Burbank site 3 days per week.