Inside Sales & Customer Support Representative

This job is posted by PCDA but hired by Century Products and the contact will be [email protected]
Purpose

The Inside Sales & Customer Support Representative is responsible for managing daily customer interactions, processing orders, and providing administrative and sales support to the Business Development and Logistics teams. This position serves as the central communication hub between customers and internal departments, ensuring accurate order entry, timely responses, and consistent follow-up to support customer satisfaction and company growth.

Essential Duties and Responsibilities

Customer Account Management

• Serve as the primary contact for existing customers, responding promptly to inquiries, quotes, and order updates. • Accurately enter customer orders into Acumatica and verify all details including quantities, pricing, and shipping instructions. • Maintain up-to-date customer records, order history, and communication notes in CRM. • Ensure smooth account transitions from Business Development to internal order management. • Follow up with customers post-order to confirm satisfaction and encourage repeat business.

Sales Support & Communication

Support Business Development by preparing quotes, processing new account setups, and managing correspondence with prospective clients after initial contact. • Make outbound follow-up and support calls to customers and prospects in designated areas of need, as directed by Business Development. • Communicate order changes, lead times, or production issues to customers in a timely and professional manner. • Coordinate with the Logistics Manager to confirm shipping schedules and provide updates to customers. • Collaborate with Accounting for invoice and payment inquiries related to assigned accounts. • Provide weekly order status reports and customer feedback summaries to management.

Administrative & System Duties

• Maintain organized digital and paper files related to quotes, purchase orders, and customer correspondence. • Ensure that all documentation complies with company standards and confidentiality requirements. • Utilize CRM and ERP (Acumatica) systems for all order tracking and communication entries. • Prepare monthly customer activity summaries and open order reports. • Support trade show and event follow-up activities by processing incoming leads and documenting potential opportunities.

Customer Retention & Service Excellence

• Resolve order discrepancies, returns, or complaints with professionalism and urgency. • Provide product and pricing information as trained, escalating complex requests to Business Development or the General Manager.

• Uphold Century Products’ commitment to timely, courteous, and accurate service for every customer interaction.

Qualifications

• Associate degree in Business, Communications, Agriculture, or a related field preferred; equivalent combination of relevant education and experience may be considered. • Minimum of 2 years of experience in sales support, customer service, or order processing (manufacturing or distribution preferred). • Proficiency in Microsoft Office (Word, Excel, Outlook) and ERP/CRM systems (Acumatica preferred). • Strong communication skills, both verbal and written, with excellent attention to detail. • Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment. • Positive attitude, customer-first mindset, and ability to collaborate effectively with cross-functional teams.