Inside Sales & Support

About the role

ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. 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.

Responsibilities

• Customer & Member Support: Respond to customer and member inquiries via phone, email, and web-based channels, process and troubleshoot orders, assist with online purchasing, account navigation, and digital access, and resolve/escalate billing, claims, returns, shipping, and product-related issues
• Order, Account & Membership Operations: Set up, renew, and maintain individual and organizational memberships, maintain accurate customer, member, and transaction records, and support invoicing, payments, and related account maintenance processes
• Systems & Technical Support: Use CRM, ERP, web platforms, and internal tools to support customer needs, troubleshoot common technical issues, and escalate issues outside documented support scope in a timely manner
• Inside Sales & Account Handling: Identify and escalate enterprise-level upgrade or cross-sell opportunities, collaborate with internal teams to resolve issues, and contribute to documentation, training initiatives, quality reviews, and onboarding support as needed
• Collaboration, Quality & Knowledge Sharing: Collaborate with internal teams to resolve issues, support quality standards, and contribute to documentation, training, and onboarding as needed

Requirements

• Minimum 3 years Customer Service Experience
• Proficiency with Microsoft 365
• CRM and ERP experience: Salesforce Service Cloud experience a plus
• College degree
• Professional proficiency in both English and Spanish is required

Qualifications & Competencies

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

Benefits

• 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