Inside Sales & Support

ASTM International; United States; On-site; USD 55,000 - 68,000; Full time

Benefits offered by this job

Tuition reimbursement

Health insurance

Paid time off

403(b) match

Pension plan

Job summary

ASTM International is seeking an Inside Sales & Support Representative (Level I) to serve as the primary contact for customers and internal teams across multiple systems. You will process transactions, manage cases, and escalate issues as needed while supporting account and digital access responsibilities.

The role requires 1–3 years in customer-facing roles, an associate degree or equivalent, and fluency in English and Spanish.

Qualifications

• Associate degree or equivalent combination of education, training, and relevant experience.
• 1–3 years of experience in customer service, sales support, administrative support, or related role.
• Experience using business systems and navigating web-based applications.
• Strong problem-solving, organizational, and prioritization skills.
• Strong written and verbal communication skills; proficiency with Microsoft 365.

Responsibilities

• Respond to customer inquiries via phone, email, and web-based channels professionally and promptly.
• Process orders, account updates, and related customer transactions across systems.
• Assist customers with website navigation, account access, and basic technical issues.
• Troubleshoot issues by gathering information, identifying causes, and escalating when needed, with full documentation.
• Manage cases and maintain documentation across CRM and order systems.
• Prioritize work based on urgency and impact while meeting service deadlines.
• Collaborate with internal teams to support issue resolution and order processing.
• Identify and elevate sales or account opportunities to appropriate teams.
• Maintain knowledge of products and processes through training and resources.
• Suggest process improvements for documentation or workflows.
• </s>Associate degree or equivalent is required; 1–3 years in relevant role; strong English and Spanish fluency; Salesforce experience; Microsoft 365 expertise.

Skills

Bilingual English/Spanish

Strong written communication

Strong verbal communication

Problem solving

Organizational skills

Microsoft 365 proficiency

Education

Associate degree or equivalent

Bachelor's degree (preferred)

Tools

Salesforce

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

US

3 days ago Requisition ID: 1629

Salary Range: $55,000.00 To $68,000.00 Annually

Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives... Helping our world work better.

ASTM provides an excellent compensation and benefits package including:

• 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

Organization Role

The Inside Sales & Support Representative (Level I) serves as a primary point of contact for customers and internal teams, providing transactional, account, digital access, and first-line technical support across multiple business systems. The representative manages assigned work from intake through resolution, processes transactions, documents activity accurately, and partners with internal teams, including Development, when issues require escalation, testing, or process improvement.

Responsibilities

• Respond to customer inquiries via phone, email, and web-based channels professionally and in a timely manner
• Process orders, account updates, and related customer transactions accurately across business systems
• Assist customers with website navigation, account access, digital product access, and basic technical issues
• Troubleshoot customer, account, and system issues by gathering relevant information, identifying potential causes, applying established troubleshooting steps, and escalating unresolved or complex issues with complete documentation of symptoms, steps taken, and results
• Manage assigned cases and maintain accurate, complete documentation across CRM, order management, and related systems
• Prioritize work based on customer needs, urgency, and business impact while meeting service expectations and deadlines
• Partner with internal teams to support issue resolution, order processing, and operational workflows
• Identify and elevate potential sales or account opportunities to appropriate teams.
• Maintain knowledge of products, systems, and processes through required training, coaching, and available knowledge resources
• Identify and communicate opportunities to improve processes, documentation, workflows, or system usability.
• Associate degree or an equivalent combination of education, training, and relevant experience
• 1-3 years of experience in customer service, sales support, administrative support, or a related customer-facing role
• Experience using business systems or software applications, with the ability to navigate and troubleshoot web-based applications and customer account issues.
• Strong problem-solving, organizational, and prioritization skills, including the ability to manage multiple priorities and recognize when additional investigation or escalation is needed
• Strong written and verbal communication skills and proficiency with Microsoft 365 applications

Must be fluent in both English and Spanish (spoken and written) to effectively communicate with Spanish-speaking customers, clients, or stakeholders.

Preferred Qualifications & Competencies

• Bachelor's degree in business, communications, operations, or related fields.
• Experience in customer support, service operations, order processing, or CRM platforms such as Salesforce.
• Demonstrated ownership, collaboration, learning agility, and ability to identify opportunities for improvement.

This job description is not intended to provide an all-inclusive listing of related job activities. Associates may be requested by management to perform other related activities in place of or in addition to those representative activities noted above.