Customer Service & Sales Support Representative

ITW • Kennesaw, GA

1d • Onsite

About The Position

The Customer Service & Sales Support Specialist is a highly skilled, customer-focused professional responsible for delivering exceptional service while actively supporting sales growth through effective lead management. This role serves as the first point of contact for customer inquiries, accurately assessing needs, qualifying inbound opportunities, and redirecting viable sales leads to the appropriate sales representatives. This individual combines deep product knowledge, strong communication skills, and sales awareness to ensure a seamless customer experience—from inquiry through order fulfillment—while helping drive revenue opportunities and customer retention.

Requirements

• Associate or Bachelor’s degree preferred, or equivalent experience.
• 3–6+ years of experience in customer service, inside sales, or a combined role.
• Experience in manufacturing, distribution, or industrial environments preferred.
• Strong commitment to delivering a high-quality customer experience
• Ability to manage challenging situations with professionalism and tact
• Ability to identify sales opportunities and assess lead quality
• Understanding of sales processes and pipeline management
• Excellent verbal and written communication skills
• Strong phone presence and professional email etiquette
• High attention to detail in order processing, pricing, and documentation
• Ability to manage multiple priorities in a fast-paced environment
• Ability to evaluate customer issues and determine appropriate escalation paths
• Proactive follow-up to ensure resolution and customer satisfaction
• Proficiency in CRM systems and ERP platforms
• Microsoft Office Suite proficiency
• Ability to learn technical product specifications and applications

Responsibilities

• Provide timely, accurate, and professional responses to all customer inquiries (phone, email, CRM).
• Process sales orders, returns, credits, and order confirmations with a high level of accuracy.
• Deliver post-sales support including shipping issues, product inquiries, and problem resolution.
• Maintain strong working knowledge of products, part numbers, pricing, and applications.
• Ensure customer issues are resolved effectively to maximize satisfaction and loyalty.
• Act as the primary intake point for inbound leads, inquiries, and opportunities.
• Qualify leads by assessing customer needs, application requirements, urgency, and purchase intent.
• Route qualified opportunities to the appropriate sales representative based on territory, product line, or account ownership.
• Maintain and track all lead activity within CRM to ensure visibility and follow-up.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree