Inside Sales & Support

Inside Sales & Support Representative

Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives... Helping our world work better.

ASTM provides an excellent compensation and benefits package including:

• Undergraduate and Graduate Tuition Reimbursement
• Comprehensive medical, dental, vision, life and disability insurance
• Paid holidays, vacation and sick leave
• 403(b) plan with company match
• 100% company-funded defined benefits pension plan

Organizational Role:

The Inside Sales & Support Representative serves as a primary point of contact for customers, members, and internal teams, providing frontline service and support related to orders, accounts, memberships, and product access. This role focuses on resolving inquiries, processing transactions accurately, and assisting with system access or navigation while ensuring data integrity and adherence to established procedures. The representative uses sound judgment to escalate complex issues and identify potential sales opportunities for appropriate handoff, supporting a high-quality customer experience and efficient internal operations.

Core Responsibilities:

Customer & Member Support

• Respond to customer and member inquiries via phone, email, and web-based channels
• Process and troubleshoot orders across ASTM products and services
• Assist with online purchasing, account navigation, and digital access
• Resolve/escalate billing, claims, returns, shipping, and product-related issues
• Manage assigned cases requiring follow-up or customized handling, including international support

Order, Account & Membership Operations

• Set up, renew, and maintain individual and organizational memberships
• Maintain accurate customer, member, and transaction records across systems
• Support invoicing, payments, and related account maintenance processes
• Ensure required sales, marketing, and account data is captured accurately

Systems & Technical Support

• Use CRM, ERP, web platforms, and internal tools to support customer needs
• Troubleshoot common technical issues (login, subscription access, website navigation, enterprise access)
• Escalate issues outside documented support scope in a timely manner
• Document resolutions and escalations clearly to support training and quality standards

Inside Sales & Account Handling

• Identify and escalate enterprise-level upgrade or cross-sell opportunities to the Sales team
• Collaborate with internal teams to resolve issues and support smooth operations
• Contribute to documentation, training initiatives, quality reviews, and onboarding support as needed

Collaboration, Quality & Knowledge Sharing

• Collaborate with internal teams to resolve issues, support quality standards, and contribute to documentation, training, and onboarding as needed.

Minimum Requirements:

• Minimum 3 years Customer Service Experience
• Proficiency with Microsoft 365
• CRM and ERP experience:
  Salesforce Service Cloud experience a plus
• College degree
• Professional proficiency in both English and Spanish is required.

Preferred Qualifications &

Competencies:

• Strong customer service and communication skills
• Ability to manage multiple priorities independently
• Solid analytical and problem-solving abilities

This job description is not intended to provide an all-inclusive listing of related job activities. Associates may be requested by management to perform other related activities in place of or in addition to those representative activities noted in this job description.