Senior Customer Service/Inside Sales Representative

This position is on-site at our Appleton, Wisconsin facility

The Sr. Customer Service/Inside Sales Representative (CS/ISR) plays a key role in delivering exceptional customer experience by serving as the primary point of contact for a designated portfolio of customers. This role is primarily focused on providing responsive, solution-oriented service, handling inquiries, managing orders, and resolving complex or unique requests in a timely and professional manner. The CS/ISR ensures customer satisfaction through consistent communication, accurate information sharing, and proactive problem-solving. While customer service is the primary function, the CS/ISR also contributes to inside sales efforts by identifying opportunities for upselling, recommending appropriate products to meet customer needs, and supporting broader sales initiatives. Occasional participation in outside sales activities and team-based sales projects may be required.

Primary Accountabilities (Essential Duties):

• Communicating with internal and external customers through various channels on order/delivery status, stock issues, change orders, and service issues.
• Process EDI as well as emailed, faxed, phoned, and written sales orders.
• Under direction of the CX manager, works as the key point of contact for price quote management.
• ERP system customer maintenance as needed.
• Review any order discrepancies or issues with the appropriate department(s) and help to find a suitable resolution.
• Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, special orders, customer pricing and/or shipping, production & billing, etc.
• Maintain and distribute samples and/or marketing inventory.
• Support outside sales team with any customer inquiry or problem concerning their orders.
• Run, maintain, and distribute daily reports.
• Meet sales goals and objectives set by leadership for the respective business unit.
• Participate in meetings with the customer service team and other cross functional departments as requested.
• Make pro-active outside sales phone calls to prospective customers.
• Serves as a backup for Customer Service Manager and assists other department areas as needed.
• Perform other duties and projects as assigned.

Skills

• Proactive mindset
• Customer Satisfaction and Customer Service skills
• Strong communication and persuasive sales skills
• Strong interpersonal skills
• Ability to work independently and manage your own schedule
• Strong organizational and time management abilities
• Experience with CRM software is a plus
• Ability to work well in a team environment
• Previous sales experience in the building materials industry is preferred
• Valid driver’s license & reliable transportation (for in person meetings)

Position Qualifications:

To perform this job successfully, an individual must be able to perform each primary accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Education / Experience: (an equivalent combination of education and experience required to successfully complete the primary accountabilities is indicated below)

High School Diploma or equivalent

Years of Experience:           3-5                         Area: Customer Service or Inside Sales, preferably manufacturing or a warehouse environment.  

Competencies / Technical Skills:

Core Competencies:   Personal Credibility, Analytical Abilities, Active listening, Adaptability, Attentiveness, Problem Solving, Dependability, Decision-making, Effective communication, Digital literacy, Friendliness, Knowledge of your product or service, Open-mindedness, Quick thinking, Responsiveness, and Timeliness, and Builds Collaborative Relationships with peers, Superior customer service, Excellent communication skills, Attention to detail, Ability to answer a high volume of calls and/or emails daily, Adaptability & Change Management, Dependability, Empathy, Friendliness, and Integrity.

 

Organizational Competencies: Continuous improvement, Superior customer service, Continuous learning, Active listening & understanding, Attention to detail, Steadfa