Inside Sales Representative

Wholesale Distributor of Building Materials

Reports To:

Inside Sales Manager |

Location:

On-site in Lancaster, PA

Hourly Pay Range: commensurate with experience, plus the benefits described below

Since 1890, Fessenden Hall has been a trusted name in building materials distribution. With over 130 years of stability and growth, we're proud to offer careers - not just jobs. Many of our employees make Fessenden Hall their final career stop, building long-term success with our family-owned company.

When you join our team, you'll experience:

• Supportive culture where managers and coworkers genuinely care about your success
• Industry-leading medical benefits – we cover 80% of your medical premium AND your entire deductible, so you keep more of what you earn
• Long-term stability with a company that’s stood the test of time

Inside Sales / Customer Service Representative: You’ll be the voice and face of Fessenden Hall for our customers. Your mission is to build lasting relationships, resolve challenges quickly, and ensure every customer interaction leaves a positive impression.

Core Responsibilities:

• Manage a high volume of incoming calls, emails, and walk-in inquiries to facilitate product purchases and deliver a superior customer experience
• Build sustainable customer relationships through open, interactive communication and a solutions-oriented mindset
• Identify, assess, and fulfill customer needs - handling questions, complaints, and special requests with professionalism and care
• Facilitate and follow up on quotations for non-stock and special-order items
• Solicit orders by telephone from existing customers to support sales growth
• Provide administrative support for assigned Field Sales Representatives, including sample requests and order expediting
• Assist with over-the-counter sales, including handling payments and credit card transactions
• Meet or exceed personal and team sales targets and call-handling goals

Day-to-Day

Activities:

• Respond to customer inquiries promptly and professionally via phone, email, and at the sales counter
• Utilize our product database, supplier contacts, operations staff, and department managers to provide customers with accurate information
• Prepare and follow up on product quotations and proposals
  
  Maintain accurate records of significant customer interactions
• Attend sales meetings and company-sponsored training programs
• Also supports: point-of-sale systems including cash register and credit card equipment, physical inventory counts, and company events as needed

Through Defined Key Performance Indicators:

• Outbound calls per day
• Quote-to-order conversion rate
• Revenue growth on assigned accounts
• Order accuracy

Education & Experience:

• High school diploma required; prior customer service or inside sales experience preferred
• Experience in counter top, cabinetry, woodworking, or building materials is a strong plus

Essential

Skills:

• Excellent interpersonal and communication skills with a genuine customer service mindset
• Ability to stay calm under pressure and manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office; willingness to learn our Agility software

Requirements:

• On-site position at our Lancaster, PA location (not remote/work-from-home)
• Flexibility to support occasional overtime for inventory counts or company events

We invest in our people. Your benefits package delivers real dollar value beyond base compensation. See the hourly pay range above.

Exceptional Medical Coverage

Fessenden Hall covers 80% of your premium. An employer-funded HRA reimburses your full deductible each year, up to $4,000 individual or $8,000 family.
Your effective…