Inside Sales & Customer Service Representative

SFS Group USA, Inc.•Norcross, GA

About The Position

SFS Group USA Inc. is seeking a detail-oriented and proactive Inside Sales & Customer Service Representative to work at one of its locations in Wyomissing, Pennsylvania; Norcross, Georgia; or Durant, Iowa. The representative serves as a primary point of contact for customers, supporting their needs through professional communication, order management, and customer service. The role also supports sales goals and customer satisfaction through proactive prospecting and collaboration across departments. The representative responds to customer inquiries and complaints, manages quotations and orders in ERP systems, tracks shipments, coordinates with production planning and sales, and helps resolve delivery and inventory concerns. The role uses SAP and other applicable ERP systems, CRM, and Confluence, and involves recording prospecting and customer service activity in CRM.

Requirements

High school diploma or equivalent.
3–5 years of experience in inside sales, customer service, order management, or a similar customer-facing role.
Strong customer-service judgment and professional telephone and email communication skills.
Friendly, helpful, solutions-focused approach, including the ability to remain composed when handling complaints or competing priorities.
Demonstrated accuracy in data entry, quotations, pricing, and order processing.
Strong organization and ability to prioritize multiple requests while keeping track of details.
Initiative, accountability, and ability to work independently while contributing to a collaborative team.
Strong working knowledge of Microsoft Office, particularly Outlook, Excel, and Word.

Nice To Haves

Distribution or manufacturing experience is preferred.

Responsibilities

Provide timely, professional customer service by phone, email, and other direct communication, and present and discuss SFS products and services.
Respond to customer inquiries, questions, and complaints by phone, email, and in person; resolve routine issues and appropriately escalate unusual or complex matters.
Serve as the primary point of contact for select customers, providing updates on products, order status, and deliveries.
Enter requests for quote, prepare customer quotations, and perform daily order entry in the ERP system.
Prioritize customer service activities, track orders, and release material for shipment in the ERP system.
Process returns and resolve customer complaints by clarifying issues, identifying root causes, explaining solutions, coordinating corrective actions or adjustments, and following up to confirm resolution and customer satisfaction.
Keep management informed of customer issues.
Collaborate with Production Planning and scheduling to understand production schedules, material lead times, and shipping locations, and coordinate inventory availability and timely completion of repack materials.
Work with management to address potential shipment delays, stock shortages affecting on-time delivery, and other customer concerns.
Collaborate with Field Sales on new customer prospects and assist in opening new customer accounts.
Make proactive sales calls to support business goals as requested by sales management.
Manage credit card transactions and related inquiries as needed.
Use SAP, other applicable ERP systems, CRM, and Confluence to perform job duties, and record prospecting and customer service activities in CRM.
Apply attention to detail, multitasking, professional communication, conflict resolution, and analytical skills while developing product and market knowledge.