Inside Sales Representative

Position Summary

The Inside Sales Representative serves as a front-line representative of Paktron, supporting customers, sales representatives, internal operations, and cross-functional teams. This role is responsible for entering and maintaining customer orders, responding to customer inquiries, supporting sales activity, coordinating order changes, and helping ensure accurate communication across Sales, Production, Finance, and Operations.

Customer Support and Communication

• Respond to customer phone calls and emails timely regarding pricing, lead times, stock levels, order status, delivery updates, and general requests.
• Develop familiarity with assigned customers, including their unique requirements, ordering patterns, communication preferences, and service expectations.
• Communicate unique customer requests, changes, or concerns to the appropriate Paktron team members.
• Provide timely information and support to Paktron sales representatives, sales personnel, and internal stakeholders.
• Support customer notifications, sample requests, order history research, and other customer support matters as needed.

Order Management

• Enter new customer orders and process changes to existing orders in Paktron systems.
• Communicate order changes, including delivery changes or other updates, to the Production Manager and/or customers as needed.
• Review order confirmations prepared by team members for accuracy before distribution to customers.
• Prepare, distribute, maintain, and file customer order data and order folders, ensuring notes and customer requirements are clearly documented.
• Maintain completed order files in an organized and accurate manner.
• Ensure assigned customer data remains organized, accurate, and up to date in systems such as Acumatica, Salesforce, Microsoft Teams folders, and related tools.
• Maintain the daily backlog report and ensure data accuracy.

Sales Support and CRM Administration

• Support the Sales Manager with miscellaneous sales tasks and customer support matters as they arise.
• Manage the sales lead pipeline within the defined software platform, keeping lead information current with recent account activity.
• Obtain periodic updates from Paktron sales personnel and sales representatives.
• Ensure Salesforce is updated promptly and accurately with forecast information, customer awards, purchase orders, and related account activity.
• Aid the Sales and Marketing Manager with contract review and approval for new purchase orders and quotes as requested.
• Work with the Sales Manager to review and approve design registrations.

Finance, Credit, Collections, and Commissions Support

• Gather required information and coordinate handoff to Accounting/Finance for credit applications and new customer setup.
• Cool replacements and credits related to RMA returns.
• Serve as the second point of contact in the collections escalation process after Accounting/Finance has made initial contact with the customer.
• Analyze monthly POS reports from distribution partners.
• Calculate representative commissions from monthly POS reports.

Procurement and Operational Support

• Enter vendor purchase orders for raw materials and shipping supplies.
• Provide backup assistance to front office team members when they are out of the office.
• Support cross-functional communication among Sales, Production, Finance, Operations, and other internal teams.
• Perform other assigned tasks as needed to support customer service, sales, and business operations.

Skills and Qualifications

• Experience in customer service, sales support, order management, or administrative support, preferably in a manufacturing, electronic components, distribution, or industrial environment.
• ERP system experience required; Acumatica experience preferred.
• Strong written, verbal and interpersonal communication skills.
• Strong attention to detail and accuracy in order entry, reporting, and customer communication.
• Ability to manage multiple priorities, respond promptly to customer needs, and follow through on open items.
• Ability to work cross-functionally with Sales, Production, Finance, Accounting, and Operations.
• Strong organizational skills and ability to maintain accurate records, customer files, and system data.
• Professional judgment, confidentiality, and a customer-focused mindset.
• Outstanding customer service skills.