Inside Sales Representative

Description Job Purpose or Job Summary

This position manages incoming quote requests, purchase orders, general customer support and sales generation for an assigned customer base. This role works to obtain and grow sales to these customers by establishing and maintaining positive, trusting customer relationships through responsive and reliable support. This position provides product and service information, resolves problems, and provides basic product assistance. Customer satisfaction and sales growth is achieved by working in alignment with Hydrotech’s vision & values, goals, and strategies.

This role coordinates efforts with other departments to provide exceptional customer service to both internal and external customers in accordance with the Inside Sales team’s values, specifically Hydrotech’s Inside Sales Team CAREs:

• Commitment:
  Dedicated to helping our customers be successful.
• Attention:
  Listen to understand customer needs.
• Responsibility:
  Take ownership and do what is right.
• Empathy:
  Treat customers with compassion and respect.

Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.

• Answer both direct and indirect customer service emails and phone calls.
• Process quotes and customer purchase orders, respond to inquiries and manage orders.
• Increase sales by proactively upselling and cross‑selling, qualifying leads for escalation, facilitating sales campaigns and providing exceptional customer service.
• Utilize internal & external resources to solve customer problems.
• Properly record all customer returns, complaints, and quality issues.
• Possess a working knowledge of Hydrotech’s products and services, staying updated on current product & service offerings.
• Establish rapport and concentrate on building trusting relationships with customers.
• Build strong relationships with sales partners, external suppliers and internal departments and communicate in a positive and productive manner.
• Behave in accordance with our values, specifically by the consistent display of CARE for our customers.

• Possess a working knowledge of vendors we represent, their products, pricing, lead times and resources/portals to quote customers accurately and competitively.
• Communicate with vendors and other departments to obtain information necessary to quote.
• Process quotations accurately in our ERP system, ensuring items are set up properly, and product data is current & accurate.
• Quote products & services at the optimum profit possible, while meeting customer needs.
• Recommend alternates & substitutions when applicable based on availability, cost, and customer need.
• Understand the economics of the quote process both internally and within the customer’s business to win orders.

• Process incoming purchase orders accurately and efficiently in our ERP system.
• Send accurate order acknowledgements to customers within 24-48 hours of receipt of order.
• Ensure all documents are accurately recorded in the Document Management System.
• Use Order Management reporting to review orders regularly to ensure accurate Estimated Ship Dates.
• Expedite with vendors as required and ensure updated and expedited ship dates are communicated with customers as well as all necessary internal departments.
• Work with Admin Services and Purchasing to obtain order information/status.
• Recommend alternates & substitutions when applicable based on availability, cost, and customer need.

• Work to achieve monthly, quarterly, and annual sales goals for assigned customer base in contribution to corporate overall sales goals.
• Qualify inbound (email & phone) leads for Outside Sales assignment and follow‑up.
• Facilitate and support customer & product‑specific sales campaigns in conjunction with Marketing, Sales Management, and Outside Sales.
• Provide feedback from customer interactions to appropriate departments to develop new business…