Inside Sales & Customer Service Representative

The Inside Sales & Customer Service Representative supports external sales, customers, and internal stakeholders by managing order execution, customer communication, and sales administration for technical products. This role acts as a central liaison between customers, field sales, operations, engineering, logistics, and finance to ensure compliant order processing, accurate fulfillment, and a high level of customer satisfaction. The position also provides support for accounts receivable, accounts payable, and domestic and international shipping and return activities.

Essential Duties and Responsibilities:

Customer Service & Order Management

• Serve as the primary point of contact for customers regarding orders, delivery status, ship dates, expedites, push-outs, RMAs, credits, debits, and general order inquiries.
• Review all incoming customer orders to ensure accuracy of part numbers, quantities, pricing, product specifications, and compliance with internal controls, including Sarbanes-Oxley requirements.
• Enter, maintain, and update customer orders within ERP systems (SAP preferred) and communicate acknowledged ship dates or discrepancies to customers and field sales.
• Investigate and resolve customer issues by coordinating with operations, engineering, logistics, and finance departments.
• Act as a liaison between customers, field sales, and internal teams to ensure timely resolution of service, delivery, or billing concerns.
• Coordinate and manage Return Material Authorizations (RMAs), including customer communication, documentation, international return logistics, and follow-through to completion.

Sales & Sales Team Support

• Support external sales colleagues by maintaining accurate account activity, order status updates, and customer communications.
• Handle inbound customer and sales inquiries and perform outbound follow-up related to quotes, orders, order changes, or service needs.
• Assist with new customer onboarding by coordinating required documentation and system setup.
• Forward relevant correspondence to sales teams and internal stakeholders.
• Keep leadership informed of unusual situations or shipment changes.

Accounts Receivable Support

• Support accounts receivable and collections activities by monitoring incoming customer payments.
• Respond to customer inquiries related to invoices, charges, and payment status.
• Communicate with customers regarding past-due balances.

Accounts Payable Support

• Process vendor invoices, including preparing approvals and entering transactions into SAP.
• Coordinate invoice approvals and payment processing with internal stakeholders.

Shipping, Logistics & International Coordination

• Support domestic and international shipping activities.
• Coordinate with carriers and resolve lost or damaged shipments.
• Prepare customs and shipping documentation.
• Support intercompany invoicing and freight transactions.

Systems, Compliance & Documentation

• Maintain accurate records within ERP systems and customer portals.
• Support audits and compliance activities.
• Ensure adherence to internal controls and procedures.

Education, Experience & Skills:

• Bachelor’s degree preferred or equivalent experience.
• Minimum three years related experience.
• Proficient in Microsoft Office.
• SAP knowledge preferred.
• International shipping experience preferred.
• Strong communication and organizational skills.
• Strong written and verbal English communication skills

Additional Characteristics:

• Ability to work independently and collaboratively.
• Strong problem-solving and interpersonal skills.
• Adaptable to changing priorities.
• Occasional travel less than 5 percent.