Inside Sales & Customer Support Representative

Description

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.

Customer Account Management involves serving as the primary contact for existing customers, responding to inquiries, quotes, and order updates, entering orders accurately into Acumatica, maintaining up‑to‑date records in the CRM, and ensuring smooth transitions from Business Development to order management while following up post‑order to confirm satisfaction.

Sales Support & Communication includes assisting Business Development with quotes and new account setups, making outbound follow‑up calls, communicating order changes and production issues, coordinating shipping schedules with the Logistics Manager, collaborating with Accounting on invoices, and providing weekly order status reports and customer feedback to management.

Administrative & System Duties require maintaining organized digital and paper files, ensuring documentation complies with company standards, utilizing CRM and ERP systems for order tracking, preparing monthly activity summaries and open order reports, and supporting trade show follow‑up by processing leads.

Customer Retention & Service Excellence focuses on resolving order discrepancies, returns, or complaints promptly, providing product and pricing information, and upholding Century Products’ commitment to timely, courteous, and accurate service for every interaction.

• Serve as primary contact for existing customers, responding promptly to inquiries, quotes, and order updates.
• Accurately enter customer orders into Acumatica, verifying 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.
• Make outbound follow‑up and support calls to customers and prospects as directed by Business Development.
• Communicate order changes, lead times, or production issues to customers promptly and professionally.
• Coordinate with 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.
• Maintain organized digital and paper files related to quotes, purchase orders, and customer correspondence.
• Ensure all documentation complies with company standards and confidentiality requirements.
• Utilize CRM and ERP (Acumatica) systems for order tracking and communication entries.
• Prepare monthly customer activity summaries and open order reports.
• Support trade show and event follow‑up by processing incoming leads and documenting potential opportunities.
• Resolve order discrepancies, returns, or complaints with professionalism and urgency.
• Provide product and pricing information as trained, escalating complex requests to Business Development or General Manager.
• Uphold Century Products’ commitment to timely, courteous, and accurate service for every customer interaction.

Requirements

Qualifications include an associate degree or equivalent experience, at least two years of sales support or customer service experience in manufacturing or distribution, proficiency with Microsoft Office and Acumatica, strong communication and attention to detail, ability to manage multiple priorities in a fast‑paced environment, and a positive, customer‑first attitude.

• Associate degree in Business, Communications, Agriculture, or related field preferred; equivalent experience considered.
• Minimum of 2 years 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.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance