Customer Service​/Inside Sales

General Description
Responsible for coordinating and executing the activities required to provide comprehensive support to Penn Engineering’s customer base, supporting the PEM, Haeger, Heyco, Sherex, PEM Auto, and Profil brands, ensuring effective communication between the customer and internal areas of the organization.

Acts as the central point of contact, managing the flow of information from areas such as Operations, Planning, Engineering, and Quality to the customer, as well as ensuring proper execution of commercial and administrative processes, including order entry, quotations, and responses to RFQs, ensuring compliance with standards of timeliness, accuracy, and customer satisfaction.
Requirements
Education
Bachelor’s degree preferred
Experience / Knowledge
Minimum of 3 years in customer service, inside sales, or account management in a B2B environment.
Experience in industrial manufacturing, preferably in the automotive supplier sector.
Experience managing customer relationships and multiple stakeholders.
Experience in dynamic environments with high workload and multitasking.
Technical Knowledge
Intermediate proficiency in Microsoft Office.
Knowledge of ERP systems (JD Edwards Enterprise One preferred).
Basic knowledge of EDI transactions (orders, ASN) and VMI schemes.
Ability to learn and adapt to new technologies and systems.
Key Competencies
Customer focus and results-oriented mindset.
Effective communication skills (verbal and written).
Organization and time management.
Proactivity and sense of urgency.
Analytical thinking and problem-solving skills.
Openness to continuous learning and feedback.
Ability to work in dynamic and multitasking environments.
Basic technical understanding of industrial products.
Attention to detail and accuracy in execution.
Physical Demands / Effort
Mental Effort
Requires a high level of concentration and analysis to simultaneously manage multiple accounts, orders, and customer requirements.
Constant decision-making based on priorities, response times, and problem resolution.
Handling critical information with direct impact on customer satisfaction and goal achievement.
Physical Effort
Primarily sedentary work in an office environment.
Continuous use of computer equipment and data entry throughout the workday.
May require occasional movement within facilities to coordinate with other areas.
Ability to remain seated or standing for extended periods (8 hours or more).
Time Pressure
Constant work under pressure to meet customer response times, order processing, and quotations.
Managing multiple tasks simultaneously in a dynamic and changing environment.
Direct impact on customer satisfaction and departmental performance indicators.
Requires strong organizational and prioritization skills to avoid delays and errors.
Main Functions / Responsibilities
Serve as the primary point of contact for assigned customers, maintaining daily and effective communication.
Coordinate interaction between the customer and internal departments to ensure fulfillment of requirements and service levels.
Enter and manage orders, quotations, and special requests according to customer requirements.
Administer and validate orders through EDI systems and VMI schemes for assigned accounts.
Provide timely follow-up to all written and verbal communication with customers, colleagues, and leadership.
Exercise professional judgment within established authority levels.
Prioritize and efficiently manage workload to meet departmental objectives.
Proactively communicate to management issues related to workload, risks, customer concerns, and continuous improvement opportunities.
Maintain professional, clear, and service-oriented communication at all times.
Work independently with minimal supervision.
Comply with corporate and departmental policies, procedures, and guidelines.