Position Purpose
The Inside Sales Support Representative (ISSR) is responsible for supporting the growth of managed account portfolios with Outside Sales Representatives. The ISSR works closely with Outside Sales partners, providing consultative support and maintaining strong account relationships. The role delivers personalized service and solutions through timely and complete quotes and sales orders, issue resolution and post-sale follow-up, and overall project execution. This position requires a high level of industry-specific knowledge, exceptional organizational skills, and the ability to effectively use Customer Relationship Management (CRM) systems and telephony systems. The ISSR aids in the growth of the customer portfolio by developing sales support solutions to meet customer needs, achieve organizational goals, and increase market share.
Key Responsibilities
Support Outside Sales portfolio growth (50% effort) – Drive repeat business by providing excellent customer service, accurate and thorough quoting, sourcing, and overall project ownership. Complete assignments timely and efficiently, continually working to support Outside Sales partners to grow accounts through building strong relationships, both internal and external. Provide post-order follow-up, reconcile issues or errors in a timely manner, and ensure all customer needs are met.
Account Administration (25% effort) – Partner with vendors and a variety of cross‑functional partners to assist with quoting, pricing, availability, and issue resolution for high‑volume project needs. Own projects from end to end, ensuring that the managed account customer is the focal point of the process.
Issue Resolution (25% effort) – Assist the internal and external customer through the customer journey, taking care of issue resolution, after‑sale follow up, invoice transmittal, and quote requests.
Direct Manager / Direct Reports
This position reports to the Supervisor.
This position has 12 direct reports.
Travel Requirements
Typically requires overnight travel 5% to 20% of the time.
Physical Requirements
Most of the time is spent sitting in a comfortable position. There is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
Working knowledge of Microsoft Office Suite.
Working knowledge of presentation software (e.g., Microsoft PowerPoint).
Demonstrated ability to collaborate and work effectively with cross‑functional teams.
Demonstrated project management skills.
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.
Excellent written and verbal communication skills.
Previous customer service or retail sales experience; home improvement trades specific.
Knowledge of local building codes; home improvement specific. Consultative and growth mindset, ability to respond quickly to customer needs, both internal and external.
In‑depth knowledge of retail systems, including: Showroom Point of Sale-Orange Pay, Order Up, My Custom Designs, Volume Pricing Program, Quote Center, Pro Xtra, Credit Services Center, and the Appliance Ordering System.
Minimum Education
Knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education.
Minimum Years Of Work Experience
1 year.
Preferred Years Of Work Experience
2 years.
Minimum Leadership Experience
None.
Preferred Leadership Experience
1 year.
Certifications
None.
Competencies
Action Oriented
Business Insights
Collaborates
Communicates Effectively
Customer Focus
Drives Results
#J-18808-Ljbffr
Key Responsibilities
Support Outside Sales portfolio growth (50% effort) – Drive repeat business by providing excellent customer service, accurate and thorough quoting, sourcing, and overall project ownership. Complete assignments timely and efficiently, continually working to support Outside Sales partners to grow accounts through building strong relationships, both internal and external. Provide post-order follow-up, reconcile issues or errors in a timely manner, and ensure all customer needs are met.
Account Administration (25% effort) – Partner with vendors and a variety of cross‑functional partners to assist with quoting, pricing, availability, and issue resolution for high‑volume project needs. Own projects from end to end, ensuring that the managed account customer is the focal point of the process.
Issue Resolution (25% effort) – Assist the internal and external customer through the customer journey, taking care of issue resolution, after‑sale follow up, invoice transmittal, and quote requests.
Direct Manager / Direct Reports
This position reports to the Supervisor.
This position has 12 direct reports.
Travel Requirements
Typically requires overnight travel 5% to 20% of the time.
Physical Requirements
Most of the time is spent sitting in a comfortable position. There is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
Working knowledge of Microsoft Office Suite.
Working knowledge of presentation software (e.g., Microsoft PowerPoint).
Demonstrated ability to collaborate and work effectively with cross‑functional teams.
Demonstrated project management skills.
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.
Excellent written and verbal communication skills.
Previous customer service or retail sales experience; home improvement trades specific.
Knowledge of local building codes; home improvement specific. Consultative and growth mindset, ability to respond quickly to customer needs, both internal and external.
In‑depth knowledge of retail systems, including: Showroom Point of Sale-Orange Pay, Order Up, My Custom Designs, Volume Pricing Program, Quote Center, Pro Xtra, Credit Services Center, and the Appliance Ordering System.
Minimum Education
Knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education.
Minimum Years Of Work Experience
1 year.
Preferred Years Of Work Experience
2 years.
Minimum Leadership Experience
None.
Preferred Leadership Experience
1 year.
Certifications
None.
Competencies
Action Oriented
Business Insights
Collaborates
Communicates Effectively
Customer Focus
Drives Results
#J-18808-Ljbffr