CUSTOMER CARE/INSIDE SALES (REPRESENTATIVE) (SA123_03)

Main duties

The Inside Sales Representative serves as a key point of contact for customers and supports the sales process from initial inquiry through order fulfillment. This role is responsible for responding to sales-related inquiries, preparing accurate quotations and order documentation, coordinating with internal teams, and delivering timely, professional customer service.

1. Respond promptly and professionally to customer inquiries regarding pricing, order status, expedited requests, delivery dates, proof of delivery, and related matters.
2. Prepare accurate quotations and confirm that pricing, specifications, lead times, and other relevant details are complete.
3. Review and prepare customer orders for entry, ensuring all required information is accurate and complete.
4. Enter customer orders into the system and generate order acknowledgements and packing lists.
5. Prepare specification sheets using samples, surveys, or customer-provided requirements.
6. Process order changes in accordance with established customer service procedures.
7. Coordinate with Planning and other internal teams to confirm material availability, production requirements, and delivery dates.
8. Prepare consignment orders for invoicing and replenishment.
9. Issue return material authorizations (RMAs) and prepare credits as required.
10. Send customer surveys following an initial shipment or an RMA resulting from an internal error to assess service and quality levels.
11. Maintain accurate customer and order records in the applicable systems.
12. Build and maintain positive relationships with internal and external customers.
13. Identify and escalate service, quality, delivery, or order-related concerns to the appropriate team.
14. Support the sales team with administrative tasks, customer follow-up, reporting, and other duties as required.

Experience and Qualifications

• Two to three years of customer service, inside sales, or order management experience, preferably in a manufacturing or industrial environment.
• High school diploma or equivalent; post-secondary education in business administration, sales, or a related field is an asset.
• Strong proficiency with Microsoft Word, Excel, email, and internet-based tools; experience with JD Edwards or a similar ERP system is an asset.
• Excellent written and verbal communication skills, with the ability to interact professionally with customers and colleagues.
• Strong attention to detail and a commitment to accuracy in quotations, order entry, and documentation.
• Ability to prioritize multiple tasks, manage competing deadlines, and work effectively in a fast-paced environment.
• Strong organizational, time-management, problem-solving, and follow-up skills.
• Demonstrated sense of urgency and a customer-focused approach.
• Tactful, diplomatic, and able to handle sensitive or challenging customer situations professionally.
• Ability to work independently and collaboratively as part of a cross-functional team.