Inside Sales and Customer Service Representative

Duratrench; Town of Western (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Duratrench, located in the Town of Western, New York, is seeking an Inside Sales and Customer Service Representative. This role focuses on providing comprehensive support to customers in the Western U.S. territory, ensuring project success from inquiry to completion. Candidates must have strong communication skills and experience in sales or customer service.

The ideal applicant is customer-oriented, detail-oriented, and capable of multitasking effectively. Responsibilities include managing customer inquiries, reviewing orders, and coordinating with internal teams. A high school diploma or GED is required, with some college preferred.

Qualifications

• Minimum of 3 years in inside sales, customer service, sales support, or administrative roles.
• Must be authorized to work in the United States and pass a drug screen and background check.
• Ability to read and interpret shop drawings, plans, and purchase orders.

Responsibilities

• Provide professional and responsive support via phone, email, and Microsoft Teams.
• Manage incoming calls efficiently and accurately process customer orders.
• Build and maintain strong relationships with customers and internal teams.

Skills

Strong verbal and written communication skills

Excellent organizational and multitasking abilities

Problem-solving and critical thinking skills

Ability to analyze customer data

Proficient in Microsoft Office

Education

High school diploma or GED required

Some college coursework preferred

Tools

CRM systems

ERP systems

Microsoft Office (Outlook, Teams, Excel)

Job description

Inside Sales and Customer Service Representative

Job description: We are seeking a motivated, detail-oriented, and customer-focused Inside Sales & Customer Service Representative to support our Western U.S. territory. This role partners with sales, internal teams, and customers to manage projects from initial inquiry through completion. The ideal candidate is a strong communicator and problem solver who enjoys helping others, building relationships, and contributing to overall business and project success.

Responsibilities

• Provide professional and responsive support via phone, email, and Microsoft Teams
• Manage incoming calls through mainline and direct lines efficiently
• Build and maintain strong relationships with customers, outside sales representatives, and internal teams
• Support customers and sales reps with product inquiries, order status updates, lead times and project coordination
• Guide projects through the full sales and order lifecycle, ensuring clear communication and timely updates
• Assist with finalizing projects for order submission
• Accurately process customer and sales orders
• Review purchase orders, quotes, plans, and shop drawings for accuracy and completeness
• Coordinate internally with engineering, production, shipping, accounting, and logistics teams
• Maintain organized documentation and project records
• Learn and effectively use multiple internal systems (CRM/ERP)
• Interpret shop drawings and project plans
• Resolve customer issues professionally and escalate when necessary

Requirements

• Must be at least 18 years of age
• Must be authorized to work in the United States
• Must pass a drug screen and background check
• Minimum of 3 years in inside sales, customer service, sales support, or administrative roles
• Experience with CRM or ERP systems preferred
• Manufacturing experience is a plus, but not required
• Strong verbal and written communication skills
• Ability to interact professionally with customers, internal teams, and sales representatives
• Excellent organizational and multitasking abilities
• Strong problem-solving and critical thinking skills
• High attention to detail and accuracy
• Ability to analyze customer data and enter information efficiently
• Ability to read and interpret shop drawings, plans, and purchase orders
• Proficient in Microsoft Office (Outlook, Teams, Excel, SharePoint, Lists)

Education

• High school diploma or GED required
• Some college coursework preferred

Schedule

Training Schedule: Monday – Friday, 8:30 AM – 5:30 PM
Post-Training Schedule: Monday – Friday, 9:00 AM – 6:00 PM (aligned with Western time zo)