Customer Service​/Inside Sales Representative

Company Overview

Beacon point Labs is an analytical laboratory with deep expertise in nutrition, offering chemistry and microbiological testing with a commitment to lightning-fast turnaround times, a collaborative customer approach, and industry-leading innovation. We are relentlessly pursuing the potential of analytical science to help the world make better decisions and improve the health and well-being of everyone. Our rigorous testing protocols, advanced analytical methods, and experienced team ensure the highest standards of accuracy and reliability in food, supplement, and environmental testing.

The Inside Sales & Customer Experience Representative is a pivotal revenue-generating role within the Beacon point Labs Sales Division. This role will be based in Kannapolis, NC on the gorgeous NC Research Campus and will own the front-line sales pipeline — converting inbound leads, managing the full client onboarding lifecycle, and serving as the primary point of contact for day-to-day client communications — thereby freeing the Business Development Managers (BDMs) to focus on strategic growth and field-level relationship building.

A successful candidate brings a consultative sales mindset, a strong working knowledge of food, nutritional, and dietary supplement testing (including microbiology and analytical chemistry), and a demonstrated ability to deliver a seamless, high-touch customer experience at every stage of the client journey.

• Own the inbound lead pipeline: monitor, qualify, and respond to all lead form submissions via Hub Spot with speed and professionalism, maintaining SLA response targets.
• Convert qualified leads into new accounts by delivering compelling, consultative presentations of Beacon point Labs' testing capabilities, turnaround commitments, and value proposition.
• Develop accurate, tailored proposals and testing recommendations for prospective and existing clients, coordinating with BDMs and Operations as needed.
• Manage Hub Spot CRM rigorously - logging all prospect and client interactions, advancing deal stages, maintaining pipeline hygiene, and generating activity and forecast reports for the VP of Sales.
• Expand revenue within newly onboarded accounts through proactive outreach, upselling complementary testing services, and identifying cross-sell opportunities.
• Consistently achieve commercial KPIs including lead-to-close conversion rates, new account revenue targets, and pipeline velocity metrics.

• Serve as the primary contact for routine client inquiries - order status updates, method questions, turnaround timelines, certificate of analysis requests, and general account support - proactively filtering and resolving communications so BDMs can focus on strategic activity.
• Triage and route complex technical or commercial escalations to the appropriate BDM, VP of Sales or other internal team, providing full context and ensuring continuity for the client.
• Maintain clear, consistent communication cadence with active accounts to build trust, anticipate needs, and reduce inbound noise to the BDM team.
• Provide QBench portal training and onboarding support to clients; serve as the go-to resource for portal navigation and order management questions.
• Draft and manage routine client correspondence on behalf of the Sales Division as directed by the VP of Sales.

• Own the end-to-end client onboarding process: coordinate account set-up across Sales and Operations, ensure accurate data entry in Hub Spot and QBench, and deliver a frictionless first experience.
• Act as the client's internal advocate during onboarding, proactively communicating milestones and resolving any issues before they escalated.
• Maintain strong ongoing relationships with assigned accounts, conducting regular check-ins and contributing to Quarterly Business Reviews organized by the VP of Sales.
• Partner cross-functionally with Laboratory, Client Services, and Finance teams to resolve client issues efficiently and accurately.

• Assist the VP of…