Inside Sales Representative

About the Role

Columbia Forest Products is seeking an Inside Sales Representative (ISR) to build strong customer relationships by delivering responsive service and support.

Key Responsibilities

• Respond promptly and professionally to customer inquiries received by phone, email, or chat.
• Manage sales inquiries across all customer segments.
• Support Field Sales Representatives (FSRs) and serve as a key liaison between customers, sales, and manufacturing.
• Build strong customer relationships by listening carefully and responding effectively to customer needs and concerns.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer issues efficiently, escalating complex matters when appropriate.
• Communicate current pricing, product availability, and lead times to customers.
• Process orders, claims, credits, and refunds accurately and efficiently.
• Coordinate with internal departments to track orders and resolve delivery, invoicing, and claims-related issues.
• Minimize errors and delays to ensure a seamless customer experience.
• Review order acknowledgments for accuracy and promptly follow up on outstanding quotes.
• Maintain current knowledge of pricing structures and typical margins for assigned customer accounts.
• Collaborate daily with shipping teams to ensure customers and sales representatives are informed of scheduled shipment dates.
• Provide freight status updates to customers as needed.
• Develop and maintain a thorough understanding of products, features, benefits, and applications.
• Assist customers with product troubleshooting and technical inquiries, engaging technical experts when necessary.
• Educate customers on proper product use, handling, care, and best practices to maximize satisfaction.
• Stay current on product offerings, promotions, and company policies.
• Maintain awareness of manufacturing capabilities through regular exposure to plant operations and processes.
• Accurately document customer interactions, inquiries, and resolutions within the CRM system.
• Analyze customer service data and identify trends, risks, and opportunities for improvement.
• Share customer feedback and insights with appropriate teams to drive enhancements in products, services, and business processes.

Qualifications

• Bachelor's degree in Business, Communications, Supply Chain, Marketing, or a related field preferred; equivalent customer service or sales support experience will also be considered.
• 0-2 years of customer service, sales support, administrative, or related experience.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and the ability to learn new software systems.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Positive attitude and commitment to providing excellent customer service.
• Ability to work effectively with customers and cross-functional teams.