MPI Inside Sales Representative

McWane Plant & Industrial•Birmingham, AL

3d•Onsite

About The Position

McWane Plant and Industrial (MPI), a newly created division of McWane Inc. based in Birmingham, Alabama, brings plant and industrial products together in a customer-focused offering. Its mission is to be the Plant and Industrial supplier that is easiest to do business with by making it easier to engineer, specify, and order components, and by supporting delivery, installation, and start-up. The division focuses on building strong relationships with design engineers, contractors, plant operations teams, and project owners. The Inside Sales Representative works on-site in Birmingham and reports directly to the Customer Experience Manager. The role supports customers in a fast-paced environment by responding promptly to inquiries, understanding customer needs, processing requests, and recommending suitable solutions. The representative helps customers select and use products, resolves complaints and complex issues with internal teams, maintains accurate CRM records, and identifies appropriate opportunities to expand customer relationships. The position also requires keeping current on products, industry trends, and company policies, while contributing to a collaborative team environment.

Requirements

Bachelor’s degree from an accredited institution, or equivalent experience.
1–3 years of customer service or customer support experience, preferably involving 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 and 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 industry.
Experience with AWWA valves and/or ductile iron pipe and fittings.

Responsibilities

Respond promptly to customer inquiries and concerns by phone, email, chat, and other channels.
Resolve customer issues with urgency and prioritize work to achieve timely resolution and customer satisfaction.
Listen actively to understand customers’ needs, challenges, goals, motivations, and pain points.
Use a consultative sales approach, asking open-ended questions and providing relevant 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-escalate tense situations, and work toward 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 suitable opportunities to upsell or cross-sell products and services with a focus on customer value.
Stay up to date on product knowledge, industry trends, and company policies.
Contribute to a positive, collaborative team environment through open communication and knowledge sharing.