Customer Service Representative

About Westcoat Specialty Coating Systems

Westcoat is the leading innovator and manufacturer of specialty coatings for use by professionals in the design and construction industry. For over 40 years, Westcoat has pioneered new formulas and systems specifically for waterproofing, epoxy, surface, and texture coating applications.

Westcoat Specialty Coating Systems, our comprehensive four-category line of coating products, take the guesswork out of selecting the best system for each project. Westcoat’s proprietary formulas, tested through rigid applications in all environments, are made to adhere with long-lasting, durable results. Delivering numerous protective, textured, and decorative options, Westcoat is the top choice of industry professionals. Learn more at:

Reports to:

Sales Support Manager

FLSA Status:
Full-Time Non-Exempt

Supervisory Responsibilities:

None

The Inside Sales Specialist is a key member of the Inside Sales teamat Westcoat, serving as a primary point of contact for customers and internal departments. This role is responsible for delivering exceptional customer service, supporting sales initiatives, and ensuring smooth communication across teams. The ideal candidate is proactive, organized, and passionate about creating a seamless customer experience.

This position is based at our headquarters in San Diego, CA and is fully onsite. Occasional travel (up to 10%) may be required for training or to support sales-related events.

• Serve as the first point of contact for customers via phone, email, and walk-ins, providing prompt and professional support.
• Build rapport with customers by delivering clear, responsive, and informative communication.
• Assist the Sales Team by maintaining and expanding the prospect database.
• Route qualified leads to appropriate sales executives for follow-up and closure.
• Process literature and cured sample requests: package, ship, and update CRM records accordingly.
• Support CRM initiatives including event list updates, opportunity pipeline tracking, and data mining.
• Provide backup support to the Orders and Logistics team with stock checks and shipping status updates.

• Maintain front desk and phone coverage.
• Manage sample room inventory and related documentation.
• Perform data entry and administrative tasks to support the sales team.
• Ensure the office environment remains clean, organized, and presentable at all times.
• Participate in internal training sessions to deepen understanding of products, systems, and workflows.
• Collaborate with cross-functional teams to support Inside Sales initiatives.
• Perform other duties as assigned.

• Customer Service Expertise:
  Proven ability to deliver outstanding support across multiple channels.
• Sales Support
  
  Experience:
  
  Minimum 2 years in B2B sales support or account management, preferably in the construction industry.
• Strong Communication:
  Excellent verbal and written communication skills.
• Tech Savvy:
  Proficient in CRM systems, Microsoft Office 365, and other sales tools. Fast and accurate typing.
• Organized & Goal-Oriented:
  Skilled in time management, prioritization, and achieving results.
• Team Player:
  Positive, energetic, and adaptable to a dynamic work environment.

Note:

This job description is intended to provide a general overview of the position's duties and responsibilities and is not exhaustive. Duties, responsibilities, and requirements may change over time and may vary based on business needs. Employment with Westcoat Specialty Coating Systems is at-will, in accordance with California law, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice.

This job description does not constitute a contract of employment, implied or otherwise. All employees are required to comply with company policies and procedures. This job description may be revised at any time at management's discretion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.