Sales & Customer Solutions Specialist

Position Summary

The Industrial Print Sales & Customer Solutions Specialist supports the growth of TROY's Industrial Print Solutions business across the customer lifecycle - from initial inquiry and qualification through sample coordination, purchase, and ongoing customer support.

This is a hybrid role combining sales development, inside sales, and sales coordination, with customer success responsibilities that build as the Industrial Print customer base grows. In its early phase, the role will center on responding to inbound opportunities, qualifying customer needs, scheduling qualified conversations with the Industrial Print Sales Manager, and coordinating sample and substrate testing requests with R&D. This close working relationship with Sales and R&D builds the foundational product, application, and testing knowledge the role depends on as its responsibilities expand.

As the customer base grows, the role will take on more active post-sale responsibility such as; proactive check-ins, consumables support, ink reorders, and coordination with Marketing and Operations. Throughout, the role is intended to provide strong commercial and customer support while allowing the Industrial Print Sales Manager to remain focused on strategic prospecting, complex opportunities, and solution selling

Key Responsibilities

• Respond to and qualify Industrial Print leads generated through the website, trade shows, marketing campaigns, referrals, and other sources. Gather relevant information about the customer's application, substrate, current process, needs, and timing, and schedule qualified opportunities with the Industrial Print Sales Manager.

• Support the sales process through consistent follow-up, basic product and pricing questions, quote coordination, trade show and campaign follow-up, and routine customer communication. Recognize when an inquiry represents a larger strategic opportunity and escalate appropriately.

• Coordinate customer sample and substrate testing requests with Sales and R&D, ensuring the appropriate application information is collected, requests remain visible, customers receive updates, and completed testing is followed by a defined commercial next step.

• Maintain proactive post-sale communication with Industrial Print customers, with a specific focus on protecting recurring ink relationships. Watch for signals that a customer's ink usage or ordering pattern is changing, and address issues before they become a reason to look elsewhere.

• Own the reorder cadence for active ink customers - track expected reorder timing, follow up before an order is late or skipped, and treat a missed or delayed reorder as a signal worth investigating, not just an administrative gap.

• Maintain accurate customer, lead, opportunity, sample, and follow-up information in HubSpot and support order entry and coordination in NetSuite. Work across Sales, R&D, Operations, Customer Service, and Marketing to ensure customer activity continues moving and commitments do not fall through the cracks.

Candidate Background

The ideal candidate combines strong customer-service instincts with commercial awareness and disciplined follow-through. This individual should be comfortable initiating customer conversations, asking qualification questions, managing multiple open items, and working across departments to move customer needs forward.

Relevant experience may include:

• Sales development, inside sales, customer success, account coordination, or customer service

• B2B sales support or customer relationship management

• Supporting field sales or account management teams

• Managing recurring or consumable-based customer relationships

• Experience in manufacturing, printing, equipment, industrial products, packaging, or other technical B2B environments

Direct industrial print experience is helpful but not required. The ability to learn technical products and applications, communicate effectively with customers, and maintain strong organizational discipline is more important.

Qualifications

• Strong verbal and written communication skills

• Excellent organization, follow-up, and attention to detail

• Comfortable engaging customers through phone, email, and virtual meetings

• Ability to ask effective qualification questions and identify appropriate next steps

• Ability to learn technical products, applications, and terminology

• Experience working with CRM, ERP, quoting, order management, or similar business systems

• Ability to manage multiple leads, customer requests, samples, and follow-up activities simultaneously

• Strong cross-functional collaboration skills

• Ability to travel when needed

Experience with HubSpot and/or NetSuite is preferred.

Ideal Candidate

The ideal candidate is proactive, customer-focused, organized, and commercially minded. They are comfortable picking up the phone and engaging a new lead but do not need to be a traditional high-pressure salesperson. They enjoy keeping things moving, building customer relationships, solving problems, and ensuring details do not fall through the cracks.

They should be able to move comfortably between a new inbound lead, an active sample request, a customer needing an ink reorder, and a post-sale check-in while understanding when a larger opportunity requires involvement from the Industrial Print Sales Manager.

Measures of Success

Success in this role will be measured through a combination of:

• Speed and consistency of inbound lead response and qualification

• Qualified meetings and opportunities generated for the Industrial Print Sales Manager

• Effective coordination and follow-up of customer sample requests

• Reorder consistency and early identification of at-risk accounts - declining order frequency or volume, or customers who go quiet after outreach.

• Consistent follow-up on open opportunities and customer commitments

• CRM and customer data accuracy

• Contribution to an efficient, responsive customer experience across the Industrial Print business