Inside Sales & Customer Service Coordinator

Royersford Foundry & Machine Co., Inc.; Phoenixville (Chester County); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Life insurance

Paid time off

Job summary

Royersford Foundry & Machine Co. Inc. is seeking an Inside Sales & Customer Service Coordinator to join our front-office team in Phoenixville, PA.

This hands-on role manages day-to-day inside sales, order processing from inquiry to invoicing, supports outside sales reps, and assists with general front-office operations. The ideal candidate is organized, dependable, and able to manage multiple priorities in a small team environment.

Qualifications

• 3+ years in B2B inside sales or customer service.
• Detail-oriented with accurate data entry.
• Able to manage multiple priorities in a hands-on environment.

Responsibilities

• Serve as primary point of contact for incoming office calls.
• Respond to inquiries by phone and e-mail.
• Assist with product information, pricing, availability, lead times, order status, shipping, invoices.
• Manage the customer order process from receipt to invoicing.
• Identify and resolve discrepancies with orders, pricing, or shipping.
• Monitor open orders and coordinate with Production, Shipping, Engineering and others.
• Communicate order changes or delays to customers and reps.
• Prepare routine quotations and coordinate special pricing requests.
• Develop knowledge of Royersford’s products, pricing, and applications.
• Process and maintain RGAs and credits.
• Assist in researching and resolving order discrepancies and billing questions.
• Maintain monthly sales rep commissions and territory data.
• Maintain accurate customer/order data in systems.
• Greet and direct visitors; provide front-office coverage.
• Participate in ERP system implementation testing and workflow validation.
• Collaborate across departments to support customers and orders.
• Proactively communicate workload and issues.
• Assist coworkers and participate in process improvements.

Skills

Inside sales

Customer service

Order management

Data entry

MS Office

Communication

Team collaboration

ERP systems

Tools

ERP systems

MS Outlook

Microsoft Excel

Job description

Royersford Foundry & Machine Co. Inc. is a U.S. manufacturer of bearings and power transmission products serving industrial customers throughout the United States and Canada.

We are seeking an Inside Sales & Customer Service Coordinator to join our front-office team. This is a hands-on, customer-facing position responsible for managing day-to-day inside sales and customer service activities, order management from inquiry through invoicing, supporting our outside sales representatives, and assisting with general front-office operations.

The role requires someone who is organized, dependable, comfortable managing multiple priorities, and confident communicating with customers and coworkers. We are a small company, so teamwork and communication are essential. The right person takes ownership of their responsibilities, communicates their questions, or concerns early, asks for assistance when needed, follows instruction, accepts and provides constructive feedback, and is equally willing to step in and support others.

Success requires accuracy, responsiveness, sound judgment, effective communication, and the ability to manage multiple priorities while working effectively as part of a small team.

• Serve as the primary point of contact for incoming office calls.
• Respond to customer and sales representative inquiries by phone and e-mail.
• Assist with product information, pricing, availability, lead times, order status, shipping information, invoices, and other routine sales-related questions.
• Manage the customer order process from receipt of the order through invoicing, including reviewing orders for accuracy, entering, and confirming orders, processing changes, and maintaining required documentation.
• Identify and resolve discrepancies involving customer purchase orders, quotations, pricing, shipping information, and other order requirements.
• Monitor open orders and coordinate with Production, Shipping, Engineering, and other departments regarding availability, scheduling, technical requirements, and expected shipment dates.
• Communicate order changes, delays, discrepancies, and other relevant information to customers and sales representatives in a timely manner.
• Prepare routine quotations and coordinate formal, technical, special-pricing, or non-standard requests with appropriate personnel.
• Develop working knowledge of Royersford’s products, terminology, pricing structure, and standard applications to effectively assist customers and route technical questions when necessary.
• Process and maintain Returned Goods Authorizations (RGAs), applicable credits, and supporting documentation in accordance with company procedures.
• Assist in researching and resolving order discrepancies, shortages, shipping issues, billing questions, and other customer concerns.
• Maintain monthly sales representative commission records and accurate sales representative and territory information.
• Maintain accurate customer, order, quotation, pricing, and sales information within company systems and organized electronic records.

Front Office & Team Support

• Greet and appropriately direct visitors and maintain required visitor records.
• Provide general front-office coverage and administrative support as reasonably required.
• Participate in the implementation of a new ERP system by learning and testing workflows related to inside sales, order management, validating processes and data, identifying issues or gaps, and providing feedback to help ensure the system supports the needs of the role.
• Communicate collaboratively and effectively with coworkers and other departments to support customers, orders, and overall company operations.
• Proactively communicate workload, questions, concerns, and potential issues and request assistance when needed.
• Provide reasonable assistance to coworkers and other office functions when needed and appropriately trained.
• Participate constructively in process improvements and changes to company procedures and workflows.
• Perform other related duties consistent with the position and evolving business needs.

Skills and Qualifications

• 3+ years of relevant experience in B2B inside sales, customer service, sales support, order management, or a similar customer-facing role.
• Strong attention to detail and commitment to accurate data entry and record keeping.
• Excellent verbal, written, interpersonal, and customer service skills.
• Ability to professionally manage multiple priorities, including phone, e-mail, customer, and order-related activity.
• Ability to work independently while communicating and collaborating effectively as part of a team.
• Strong problem solving and judgment skills, including the ability to recognize when to act independently, ask for assistance, or elevate an issue.
• Ability and willingness to learn company products, terminology, pricing, procedures, and ERP systems.
• Dependable and comfortable working in an on-site manufacturing environment.
• Proficiency with Microsoft Outlook, Excel, and standard MS Office applications.
• Dependable attendance and ability to work effectively in an in-person manufacturing environment.

Preferred

• Experience in manufacturing, industrial distribution, power transmission, mechanical products, or similar B2B environment.
• Experience using an ERP or order-management system.
• Experience processing customer purchase orders, quotations, invoices, returns, and credits.
• Familiarity with manufacturing lead times, inventory availability, shipping terminology, and customer order fulfillment process.

What Success Looks Like

Success in this role means providing accurate and responsive service, taking ownership of customer and order needs through completion, communicating clearly and proactively, and working cooperatively with others. The successful candidate is comfortable handling routine responsibilities independently while recognizing when to ask questions or request assistance and is equally willing to support coworkers when needed. Continued development of product knowledge is expected.

Job Type: Full-time

Schedule: Monday through Friday, day shift

Work Location: On Site – Phoenixville, PA

• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of every responsibility, duty, or skill required. Responsibilities may be adjusted based on business needs, provided they are related to the position.