Inside Sales Representative

Columbia Forest Products•Old Fort, NC

17d

About The Position

Columbia Forest Products is seeking an Inside Sales Representative (ISR) to build strong customer relationships through responsive service and support. The ISR answers inquiries, provides product information, processes orders, and resolves customer concerns. In partnership with Field Sales Representatives (FSRs), the ISR supports high customer satisfaction and serves as a liaison among customers, sales, and manufacturing. Reporting to the Lead ISR, this role works to identify and exceed customer needs while helping orders received through phone, fax, email, and other channels move through manufacturing efficiently. The role prioritizes creating a positive experience in every interaction with internal and external customers through knowledgeable, dedicated service.

Requirements

0–2 years of customer service, sales support, administrative, or related experience.
Strong verbal and written communication skills.
Proficiency with Microsoft Office, including Outlook, Word, and Excel, and 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.

Nice To Haves

Bachelor's degree in Business, Communications, Supply Chain, Marketing, or a related field; equivalent customer service or sales support experience will also be considered.

Responsibilities

Respond promptly and professionally to customer inquiries received by phone, email, or chat, and manage sales inquiries across customer segments.
Support Field Sales Representatives and serve as a liaison between customers, sales, and manufacturing.
Build customer relationships by listening to and responding effectively to customer needs and concerns.
Provide accurate information about products, services, policies, and procedures; resolve customer issues and escalate 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 provide a seamless customer experience; review order acknowledgments and follow up on outstanding quotes.
Maintain knowledge of pricing structures and typical margins for assigned customer accounts.
Collaborate daily with shipping teams to communicate scheduled shipment dates to customers and sales representatives, and provide freight status updates as needed.
Develop and maintain knowledge of products, features, benefits, and applications.
Assist customers with product troubleshooting and technical inquiries, engaging technical experts when needed.
Educate customers on product use, handling, care, and best practices; stay current on product offerings, promotions, and company policies.
Maintain awareness of manufacturing capabilities through regular exposure to plant operations and processes.
Document customer interactions, inquiries, and resolutions in the CRM system.
Analyze customer service data to identify trends, risks, and opportunities for improvement.
Share customer feedback and insights with appropriate teams to improve products, services, and business processes.