Inside Sales & Customer Service Coordinator

Royersford Foundry & Machine Co. Inc. is a U.S. manufacturer of bearings and power transmission products serving industrial customers throughout the United States and Canada.

We are seeking an Inside Sales & Customer Service Coordinator to join our front-office team. This is a hands-on, customer-facing position responsible for managing day-to-day inside sales and customer service activities, order management from inquiry through invoicing, supporting our outside sales representatives, and assisting with general front-office operations.

The role requires someone who is organized, dependable, comfortable managing multiple priorities, and confident communicating with customers and coworkers. We are a small company, so teamwork and communication are essential. The right person takes ownership of their responsibilities, communicates their questions, or concerns early, asks for assistance when needed, follows instruction, accepts and provides constructive feedback, and is equally willing to step in and support others.

Success requires accuracy, responsiveness, sound judgment, effective communication, and the ability to manage multiple priorities while working effectively as part of a small team.

• Serve as the primary point of contact for incoming office calls.
• Respond to customer and sales representative inquiries by phone and e-mail.
• Assist with product information, pricing, availability, lead times, order status, shipping information, invoices, and other routine sales-related questions.
• Manage the customer order process from receipt of the order through invoicing, including reviewing orders for accuracy, entering, and confirming orders, processing changes, and maintaining required documentation.
• Identify and resolve discrepancies involving customer purchase orders, quotations, pricing, shipping information, and other order requirements.
• Monitor open orders and coordinate with Production, Shipping, Engineering, and other departments regarding availability, scheduling, technical requirements, and expected shipment dates.
• Communicate order changes, delays, discrepancies, and other relevant information to customers and sales representatives in a timely manner.
• Prepare routine quotations and coordinate formal, technical, special-pricing, or non-standard requests with appropriate personnel.
• Develop working knowledge of Royersford’s products, terminology, pricing structure, and standard applications to effectively assist customers and route technical questions when necessary.
• Process and maintain Returned Goods Authorizations (RGAs), applicable credits, and supporting documentation in accordance with company procedures.
• Assist in researching and resolving order discrepancies, shortages, shipping issues, billing questions, and other customer concerns.
• Maintain monthly sales representative commission records and accurate sales representative and territory information.
• Maintain accurate customer, order, quotation, pricing, and sales information within company systems and organized electronic records.

• Greet and appropriately direct visitors and maintain required visitor records.
• Provide general front-office coverage and administrative support as reasonably required.
• Participate in the implementation of a new ERP system by learning and testing workflows related to inside sales, order management, validating processes and data, identifying issues or gaps, and providing feedback to help ensure the system supports the needs of the role.
• Communicate collaboratively and effectively with coworkers and other departments to support customers, orders, and overall company operations.
• Proactively communicate workload, questions, concerns, and potential issues and request assistance when needed.
• Provide reasonable assistance to coworkers and other office functions when needed and appropriately trained.
• Participate constructively in process improvements and changes to company procedures and workflows.
• Perform other related duties consistent with the position and evolving business needs.

• 3+ years of relevant experience in B2B inside sales, customer service, sales support, order management, or…