Inside Sales Specialist

Hourly Rate: CAD $37.54–$41.71 per hour
This position supports the Canada office.

Summary:

The Inside Sales Specialist is responsible for comprehensive order management, customer support, and internal coordination for assigned dealer and end-user accounts. This role serves as a key point of contact for pricing, order processing, service billing, promotions, warranties, and support for the CRM/FSC system.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Perform all Inside Sales Specialist functions for customers in the region.
• Provide pricing, ETAs, order status, tracking, and order information to dealers and end users.
• Support customers with part inquiries, including coordinating with Purchasing for new part numbers not listed in FSC and providing alternative or replacement part options.
• Process order cancellations, resolve order discrepancies, and manage credit memos.
• Obtain Bills of Lading (BOLs) from dealers for machine pickups.
• Provide pricing and formal sales quotations for all 3D end users.
• Manage credit-related requests, including credit limit increases and ageing reports.
• Process RMA requests, machine swaps due to damage or service issues, and warranty reimbursements (average of 34 per month).
• Create loaner agreements and loaner sales orders.
• Coordinate Rack & Roll availability, loan paperwork, sales orders, and returns.
• Process promotional orders, dealer SPIFFs (average of 15 per month), and rebate requests when not applied at order entry.
• Notify customers of item changes, discontinued items, alternates, ATC pickups, machine pickups, and readiness for large stocking orders.
• Resolve issues related to short-dated product expirations in coordination with Shipping.
• Process promotional replacement orders related to shipping discrepancies.
• Maintain and distribute open machine reports.
• Generate reports as requested for leadership.
• Process ink and supply orders for all demo rooms using specific business codes.
• Track demo room ink inventory.
• Process FA disposition paperwork.
• Create and process FA sales orders.
• Process all ink orders for trade shows.
• Process promotional orders for designated customer groups and key accounts.
• Adjust back-ordered machines to the correct month in FSC as needed.
• Assist Customer Service Administration (CSAD) with loaners and promotional orders.
• Support special projects and additional tasks as assigned by leadership.
• Coordinate and administer facilities operations, including repairs and replacements, vendor management, fixed asset inspections, and 5S safety initiatives (meetings, drills, and walk-throughs).
• Oversee daily office operations by ordering and restocking supplies, processing and distributing mail, managing key fobs, and serving as the primary point of contact at the front door.
• Review facilities and office-related invoices for accuracy and submit for payment through Emburse.

• Strong understanding of inside sales, order management, and customer service processes.
• Experience working with CRM and ERP/FSC systems.
• High attention to detail and the ability to manage a high volume of transactions.
• Strong communication and cross-functional collaboration skills.
• Ability to prioritize competing deadlines in a fast-paced environment.

• Education and/or Experience

  Associate's Degree from a two-year college or technical school; and/or one (1) to two (2) plus years related experience and/or training in sales support, sales, or advanced customer service; or equivalent combination of education and experience.

  Language Skills

  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

  Mathematical Skills

  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

  Reasoning Ability

  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  Computer Skills

  Proficient in Company-provided hardware and software.

  Physical Demands:

  The physical demands described here are representative of those required of an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  While performing the duties of this job, the associate is regularly required to sit, talk, or hear. The employee is frequently required to use their hands to finger, handle, or feel, and to reach with their hands and arms. The employee is occasionally required to stand and walk. The associate is occasionally required to lift and/or move up to 25 pounds and may be required to carry the weight for short distances. The vision requirements include: close vision, distance vision, and the ability to adjust focus.