MPI Inside Sales Representative

McWane, Inc.•Birmingham, AL

3d•Onsite

About The Position

McWane Plant and Industrial (MPI), a customer-focused division based in Birmingham, Alabama, is seeking an Inside Sales Representative to deliver exceptional customer experiences and support business growth. The role calls for urgency, a consultative approach to customer interactions, and the ability to identify and provide tailored solutions. The position is on-site in Birmingham, Alabama, and reports directly to the Customer Experience Manager. The representative responds to customer inquiries by phone, email, and chat; processes orders, return material authorizations, and credit requests; and guides customers in selecting and using products. The role also involves resolving complaints and complex issues, maintaining CRM records, identifying appropriate upselling and cross-selling opportunities, and collaborating with internal teams. The employee is expected to stay current on product knowledge, industry trends, and company policies, and contribute to a collaborative team environment. Duties may change, and the employee may be asked to perform other job-related duties.

Requirements

Bachelor’s degree from an accredited institution, or equivalent experience.
At least 1–3 years of customer service or customer support experience, preferably with solutions-focused or consultative selling.
Ability to manage a high volume of customer interactions efficiently and effectively.
Exceptional verbal and written communication skills, with the ability to convey information clearly and concisely.
Strong active listening skills.
Excellent problem-solving and critical-thinking abilities focused on practical, effective solutions.
Demonstrated sense of urgency and ability to prioritize tasks in a fast-paced environment.
Experience using CRM software and other customer service tools.
Adaptability and willingness to learn new products, services, and processes.
Empathy and a genuine desire to help customers and build rapport and trust.
Experience working in a mechanical or industrial-related industry.
Good mechanical aptitude to understand product applications at the end-user level.

Nice To Haves

ERP experience, specifically Microsoft D365.
Three years of inside sales or customer service experience.
Experience in the waterworks industries.
Experience with AWWA valves and/or ductile iron pipe and fittings.

Responsibilities

Respond promptly to customer inquiries and concerns by phone, email, and chat.
Prioritize tasks and resolve customer issues with urgency to ensure timely resolution and satisfaction.
Listen actively to understand customers’ needs, challenges, goals, motivations, and pain points.
Use a consultative sales approach, asking open-ended questions and providing expert advice and recommendations.
Accurately process customer requests, including orders, return material authorizations, and credit requests, in the appropriate database.
Identify and propose customized solutions that address customer challenges and provide value aligned with their objectives.
Guide customers in selecting and using products or services, explaining relevant features and benefits.
Handle complaints empathetically and professionally, de-escalating tense situations and seeking positive resolutions.
Collaborate with internal teams and departments to resolve complex issues and provide a seamless customer experience.
Maintain accurate records of customer interactions and transactions in the CRM system.
Identify appropriate opportunities to upsell or cross-sell products and services, focusing on customer value.
Keep product knowledge, industry knowledge, and understanding of company policies up to date.
Contribute to a positive, collaborative team environment through open communication and knowledge sharing.
Perform other job-related duties as requested by the supervisor.