What You'll Do Core Responsibilities:Manage a high volume of incoming calls, emails, and walk-in inquiries to facilitate product purchases and deliver a superior customer experienceBuild sustainable customer relationships through open, interactive communication and a solutions-oriented mindsetIdentify, assess, and fulfill customer needs - handling questions, complaints, and special requests with professionalism and careFacilitate and follow up on quotations for non-stock and special-order itemsSolicit orders by telephone from existing customers to support sales growthProvide administrative support for assigned Field Sales Representatives, including sample requests and order expeditingAssist with over-the-counter sales, including handling payments and credit card transactionsMeet 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 counterUtilize our product database, supplier contacts, operations staff, and department managers to provide customers with accurate informationPrepare and follow up on product quotations and proposalsMaintain accurate records of significant customer interactionsAttend sales meetings and company-sponsored training programsAlso supports: point-of-sale systems including cash register and credit card equipment, physical inventory counts, and company events as needed How We Measure Success Through Defined Key Performance Indicators:Outbound calls per dayQuote-to-order conversion rateRevenue growth on assigned accountsOrder accuracy What We're Looking For Education & Experience:High school diploma required; prior customer service or inside sales experience preferredExperience in countertop, cabinetry, woodworking, or building materials is a strong plus Essential Skills:Excellent interpersonal and communication skills with a genuine customer service mindsetAbility to stay calm under pressure and manage multiple priorities in a fast-paced environmentProficiency 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 Compensation & Benefits We invest in our people. When you join our team, you'll experience:Supportive culture where managers and coworkers genuinely care about your successIndustry-leading medical benefits – we cover 80% of your medical premium AND your entire deductible, so you keep more of what you earnLong-term stability with a company that's stood the test of time Position Overview Inside Sales / Customer Service Representative: You'll be the voice and face of Fessenden Hall for our customers.