Position summary:

The Inside Sales Representative serves as a key point of contact for customers by providing product information, pricing, technical support, and order management assistance. This role is responsible for entering and releasing customer orders, coordinating project approvals, supporting product troubleshooting and replacement part identification, and ensuring an exceptional customer experience.

Duties and Responsibilities:

• Respond to customer inquiries via phone, fax, and email regarding pricing, availability, technical information, products, and services.
• Enter, modify, expedite, release, and cancel customer orders as needed.
• Coordinate with engineers to obtain approval of project submittals prior to releasing orders in the enterprise software system.
• Prepare and process quotations using manufacturer and supplier software/e-commerce platforms.
• Assist customers and the Purchasing Agent with non-warranty return material requests.
• Process A/R debit and credit memo requests to resolve billing issues.
• Collaborate with sales, purchasing, service, warehouse, suppliers, and customers to resolve concerns and ensure customer satisfaction.
• Maintain accurate records of customer interactions, quotes, inquiries, complaints, and actions taken within the CRM system.
• Build and maintain strong relationships with manufacturers, suppliers, engineers, contractors, end users, and wholesalers.
• Monitor open order reports within the ERP system to ensure timely order completion and closure.
• Perform other related duties as assigned by management.

Qualifications:

• High school diploma or GED required; Associate degree in a technical field preferred.
• One to three months of related experience and/or training, or an equivalent combination of education and experience.

Computer Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality required.
• Experience with enterprise software preferred, specifically Prophet 21 by Epicor. Training will be provided as needed.

Additional Skills

• Exceptional customer service skills with a commitment to exceeding customer expectations.
• Strong mechanical aptitude and understanding of HVAC/plumbing systems, equipment, and tools.
• Strong verbal communication and interpersonal skills.
• Ability to effectively solve problems using logic and sound judgment.
• Ability to assess customer needs while maintaining quality standards and customer satisfaction.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Competencies:

Customer Service

Responds promptly to customer needs, manages challenging situations professionally, and consistently delivers high-quality service.

Communication & Interpersonal Skills

Communicates clearly and effectively, listens actively, maintains professionalism, and builds positive working relationships.

Problem Solving

Identifies and resolves issues efficiently while gathering and analyzing information to develop practical solutions.

Ethics & Professionalism

Demonstrates integrity, accountability, respect for others, and commitment to organizational values.

Diversity & Inclusion

Supports a respectful, harassment-free workplace and values diverse perspectives and experiences.

Physical Demands & Work Environment