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Inside Sales & Support Representative
City of Commerce, CA · $55,000 - $65,000About the Role
We’re looking for a driven, service oriented Inside Sales & Support Representative to
grow revenue through proactive outbound calling while providing exceptional service
to current customers. In this dual-role position, approximately 70% of your time will
be spent executing outbound call/email cadences to a targeted customer list, and
30% supporting existing customers with order entry, returns (RMAs), order status,
and general account inquiries. Success in this role looks like consistent pipeline
creation, conversion from target accounts, and high customer satisfaction.
What You’ll Do
70% — Outbound Sales & Pipeline Development
What Success Looks Like (KPIs)
Required Qualifications
We’re looking for a driven, service oriented Inside Sales & Support Representative to
grow revenue through proactive outbound calling while providing exceptional service
to current customers. In this dual-role position, approximately 70% of your time will
be spent executing outbound call/email cadences to a targeted customer list, and
30% supporting existing customers with order entry, returns (RMAs), order status,
and general account inquiries. Success in this role looks like consistent pipeline
creation, conversion from target accounts, and high customer satisfaction.
What You’ll Do
70% — Outbound Sales & Pipeline Development
- Execute daily/weekly outbound call blocks to a targeted list of accounts and contacts (new and dormant) to book meetings, qualify opportunities, and drive conversions.
- Run multi-step cadences (phone, email, voicemail, LinkedIn where applicable) while personalizing outreach based on account insights and historical activity.
- Qualify leads using an agreed methodology and handoff well-scoped opportunities to Account Executives/Field Sales or progress to close the opportunity.
- Conduct needs analysis and product positioning tailored to customer personas and industry use cases.
- Maintain clean CRM hygiene: log activities, update contact roles, pipeline stages, next steps, and close reasons.
- Collaborate with Marketing on campaign follow-up and provide feedback loops on messaging, target lists, and conversion rates.
- Track competitive intelligence and common objections; iterate talk tracks
- and objection handling.
- Meet or exceed weekly activity targets: dials, connects, talk time, meetings
- set, opportunities created, and pipeline value.
- Enter and validate customer orders accurately (pricing, terms, SKUs, ship-to/bill-to, tax, freight, lead times).
- Process returns/RMAs, exchanges, credits, and resolve order discrepancies in coordination with Operations/Finance.
- Proactively monitor open orders, communicate ETAs/backorders, and coordinate with logistics on on-time delivery.
- Respond to account inquiries (order status, availability, product questions, documentation, warranty).
- Create and manage case/ticket workflows, ensuring SLAs and first-response times are met.
- Document customer interactions, resolutions, and knowledge articles to drive consistency and self-service.
- Identify upsell/cross-sell opportunities during support interactions; route to Sales when appropriate.
What Success Looks Like (KPIs)
- Outbound Activity: Daily/weekly call volume, connects, quality conversations, talk time.
- Meetings & Pipeline: Meetings set, opportunities created, pipeline dollars influenced, conversion rates (connect→meeting, meeting→opportunity).
- Revenue Impact: Closed-won contribution (direct or influenced), average deal size, sales cycle improvements.
- Customer Support: First response time, time-to-resolution, case backlog, CSAT/NPS on support interactions, order accuracy rate, RMA cycle time.
- Data Quality: CRM completeness (fields, notes, next steps), cadence adherence, forecast accuracy.
Required Qualifications
- 1–3+ years in inside sales, SDR/BDR, or customer support/order administration (B2B preferred).
- Proven experience with high-volume outbound calling and running
- structured cadences.
- Strong communication, objection handling, and active listening skills.
- Experience with order entry and RMA/returns processes; high attention to
- detail and accuracy.
- Proficiency with CRM (e.g., Salesforce, Dynamics 365, HubSpot) and order
- management/ERP systems.
- Comfortable working from a call queue/target list with daily activity targets.
- Nice to Have
- Industry experience in apparel and fashion, promotional industry
- Experience with sales engagement tools (e.g., Outreach, Salesloft) and
- data tools (ZoomInfo, LinkedIn Sales Navigator).
- Bilingual (English + Spanish) a plus.