Inside Sales and Customer Support Representative

Role and Responsibilities

The Customer Service Representative’s responsibilities include, but may not be limited to:

• Represent Woodsage as a responsive, solutions-oriented partner, supporting service offerings and products with a focus on speed, accuracy, and customer satisfaction
• Daily interaction with customers and suppliers through phone and email correspondence; provide proactive communication on order status, lead times, and issue resolution
• Provide sales and customer service support to the Business Unit Sales Manager(s) and Regional Sales Manager(s) while maintaining ownership of customer experience and follow-through
• Own full order lifecycle management including entry, validation, updates, and closure within the ERP system with a high level of accuracy and urgency
• Create and present quotations; ensure timely, competitive responses aligned with pricing strategy, lead times, and operational capacity
• Manage on-time delivery performance by coordinating with operations to meet committed lead times and escalate risks when necessary
• Aid in the processing of account information in establishing new customers and ensure a smooth onboarding and first-order experience
• Manage customer service inquiries and provide clear, timely, and professional communication throughout the order process
• Proactively perform outbound calls and emails to communicate order status, shipment updates, and changes to minimize customer disruption
• Through existing customer relationships, identify and communicate new sales opportunities and support growth within key accounts
• Research and identify potential clients within the targeted market segment
• Qualify leads based on their potential need for fabricated products and pulleys, as well as their purchasing power and timeline
• Work closely with the sales team to understand the sales process and product offerings
• Collaborate with the marketing team to align outreach strategies with broader marketing campaigns
• Report regularly to sales management on activity outcomes and insights gathered from interactions with prospects
• Utilize ERP system to add new customers, notes, and schedule follow-up tasks
• Work closely with plant departments (engineering, shipping, operations, etc.) to ensure customer requirements are met and issues are resolved quickly
• Attend weekly scheduling meetings and actively represent customer priorities, updates, and delivery requirements to plant staff
• Support continuous improvement initiatives related to quoting speed, communication flow, ERP usage, and overall customer experience
• Perform other duties as assigned

Qualifications and Education Requirements

• A high school diploma or equivalent, an associate’s degree preferred
• Minimum of two years of experience in Customer Service, preferably in the manufacturing industry
• Experience understanding and reviewing technical drawings a plus
• Strong customer service and organizational skills
• Excellent verbal and written communication skills
• Strong leadership skills and ability to work well within a team environment
• Possess the ability to effectively manage time and carry out multiple tasks
• Strong computer skills including Microsoft Office
• Ability to work in a fast-paced environment

Physical Requirements

• Walking, Standing (Frequently)
• Sitting, Kneeling (Frequently)
• Lifting, Carrying (Occasionally)
• Temperatures (Occasionally)

Benefits

• 401k Matching
• Paid Time Off (PTO)
• 10 Paid Holidays
• Floating Holiday
• Medical
• Dental
• Vision
• Short Term Disability/Low Income Protection (STD/LTD)
• Accident
• Life Insurance
• Pre-paid Legal
• Pet Insurance
• Hospital Indemnity
• Critical Illness
• EAP