Customer Care / Inside Sales Representative

Main missions

Position Summary

The Inside Sales / CCU – Military Business Support role is responsible for end-to-end coordination of military customer orders from quote to cash while actively contributing to revenue growth, quote conversion, and account expansion.

This position serves as the critical bridge between Sales and Operations, ensuring contract compliance, accurate order execution, and proactive customer engagement. Beyond transactional support, this role

drives business growth by improving quote-to-order conversion, identifying expansion opportunities within military accounts, and maintaining strong pipeline visibility.

Standard support of non-military U.S. orders will also be required as business needs dictate. 

Main duties

1. Contract Review & Compliance Coordination

• Review military contracts, purchase orders, and supporting documentation for completeness and compliance.
• Coordinate contract requirements with applicable business owners (Sales, Quality, Engineering, Production, Logistics, Finance, etc.).
• Ensure proper flow-down of contractual and technical requirements.
• Identify risks, gaps, or special conditions and escalate appropriately.
• Maintain compliance discipline throughout the order lifecycle.

2. Revenue Growth & Sales Enablement

• Proactively follow up on submitted quotes to drive conversion to purchase orders.
• Track and manage quote aging to accelerate order closure.
• Maintain structured visibility of military opportunity pipeline and active backlog.
• Identify account expansion, cross-sell, and repeat-order opportunities.
• Engage customers on expiring quotes, contract renewals, and blanket agreements.
• Provide competitive and market feedback to Sales to improve win rates.

3. Quote-to-Cash Ownership

• Assist in vetting inbound opportunities by reviewing technical specifications, drawings, and compliance requirements.
• Ensure quote alignment with contract requirements and internal capabilities.
• Manage order lifecycle from PO entry through invoicing and payment.
• Ensure milestone adherence, documentation compliance, and delivery performance.

4. Order Management & Execution

• Accurate and timely PO entry in ERP system.
• Validate pricing, terms, part numbers, lead times, and contract references.
• Monitor order status from entry through shipment.
• Maintain proactive follow-up with Operations to prevent delays.
• Escalate challenges impacting delivery, compliance, or margin.

5. Communication & Cross-Functional Leadership

• Serve as the communication bridge between Sales and Operations.
• Provide structured status updates on active quotes, backlog, and risks.
• Ensure clear, timely communication with customers.
• Escalate operational or compliance challenges with urgency and ownership.

6. Post-Order Support

• Coordinate required documentation (certifications, compliance documents, shipping paperwork, etc.).
• Support returns, warranty, or quality claims as needed.
• Ensure strong customer communication throughout the lifecycle.

7. Broader Business Support

• Provide standard Inside Sales / CCU support for non-military U.S. orders as required.
• Contribute to continuous improvement initiatives.
• Support process improvements that enhance visibility, efficiency, and growth.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 3–5+ years of Inside Sales or Account Management.
• Experience supporting military, government, or defense-related business strongly preferred.
• Familiarity with contract review, compliance flow-down, and technical documentation review.
• ERP system experience an asset.
• Strong organizational and multitasking skills.
• Ability to read and interpret technical specifications and drawings.
• Strong communication skills with the ability to influence cross-functional stakeholders.
• Results-oriented mindset with a focus on revenue growth and customer retention.