Inside Sales & Support

ASTM International

About The Position

Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives... Helping our world work better. ASTM provides an excellent compensation and benefits package including: • Undergraduate and Graduate Tuition Reimbursement • Comprehensive medical, dental, vision, life and disability insurance • Paid holidays, vacation and sick leave • 403(b) plan with company match • 100% company-funded defined benefits pension plan Organizational Role: The Inside Sales & Support Representative serves as a primary point of contact for customers, members, and internal teams, providing frontline service and support related to orders, accounts, memberships, and product access. This role focuses on resolving inquiries, processing transactions accurately, and assisting with system access or navigation while ensuring data integrity and adherence to established procedures. The representative uses sound judgment to escalate complex issues and identify potential sales opportunities for appropriate handoff, supporting a high-quality customer experience and efficient internal operations.

Requirements

Minimum 3 years Customer Service Experience
Proficiency with Microsoft 365
CRM and ERP experience: Salesforce Service Cloud experience a plus
College degree

Nice To Haves

Strong customer service and communication skills
Ability to manage multiple priorities independently
Solid analytical and problem-solving abilities
Multilingual skills a plus

Responsibilities

Respond to customer and member inquiries via phone, email, and web-based channels
Process and troubleshoot orders across ASTM products and services
Assist with online purchasing, account navigation, and digital access
Resolve/escalate billing, claims, returns, shipping, and product-related issues
Manage assigned cases requiring follow-up or customized handling, including international support
Set up, renew, and maintain individual and organizational memberships
Maintain accurate customer, member, and transaction records across systems
Support invoicing, payments, and related account maintenance processes
Ensure required sales, marketing, and account data is captured accurately
Use CRM, ERP, web platforms, and internal tools to support customer needs
Troubleshoot common technical issues (login, subscription access, website navigation, enterprise access)
Escalate issues outside documented support scope in a timely manner
Document resolutions and escalations clearly to support training and quality standards
Identify and escalate enterprise-level upgrade or cross-sell opportunities to the Sales team
Collaborate with internal teams to resolve issues and support smooth operations
Contribute to documentation, training initiatives, quality reviews, and onboarding support as needed
Collaborate with internal teams to resolve issues, support quality standards, and contribute to documentation, training, and onboarding as needed.