Job Title: Inside Sales Representative / Customer Service Representative

Industry: Electrical Manufacturing
Department: Inside Sales / Customer Support
Reports To: Inside Sales Manager or Customer Service Supervisor

Position Summary

The Inside Sales Representative / Customer Service Representative serves as a primary point of contact for customers calling into the organization. This role supports warm inbound leads and existing customers by answering product questions, providing technical and application guidance, processing orders, and ensuring a high level of customer satisfaction in a fast-paced, high-volume call center environment. The individual acts as a trusted advisor, helping customers select appropriate electrical products and solutions to meet their needs.

Key Responsibilities

• Handle a high volume of inbound calls and emails from customers, distributors, and contractors
• Respond to customer inquiries regarding product specifications, availability, pricing, and lead times
• Provide product recommendations based on customer requirements, applications, and industry standards
• Assist customers in identifying correct parts, configurations, and accessories
• Enter and manage sales orders, quotes, and returns accurately in ERP/CRM systems
• Coordinate with internal teams (engineering, production, shipping, and sales) to resolve customer issues
• Maintain accurate customer records and document interactions and outcomes
• Support inside sales initiatives including upselling, cross-selling, and promotion of new or alternative products
• Follow established call handling, quality, and compliance procedures
• Meet or exceed individual and team metrics for call volume, response time, accuracy, and customer satisfaction

Required Qualifications

• High school diploma or equivalent; associate's degree preferred
• 1-3 years of experience in inside sales, customer service, or call center roles, preferably in manufacturing or industrial distribution
• Strong verbal and written communication skills with a customer-focused mindset
• Ability to manage heavy call volume while maintaining accuracy and professionalism
• Basic understanding of electrical products, components, or industrial systems (training may be provided)
• Proficiency with CRM, ERP, and Microsoft Office applications
• Strong attention to detail and organizational skills

Preferred Qualifications

• Experience in the electrical, industrial, or construction manufacturing sector
• Ability to read and interpret basic electrical or technical documentation
• Proven experience providing consultative, solution-based product guidance
• Bilingual skills a plus (depending on customer base)

Work Environment

• Office-based or hybrid call center setting
• Fast-paced, metrics-driven environment
• Extended periods of sitting and working at a computer
• Frequent phone and computer use throughout the workday

Key Competencies

• Customer focus and active listening
• Problem solving and critical thinking
• Time management and multitasking
• Technical curiosity and willingness to learn product lines
• Collaboration and adaptability