Customer Service Representative

Job Title: Inside Sales Representative Location: Glen Burnie, MD

Department: Sales & Customer Service

Reports to: Director of Sales

Salary Range: $45k-$65k 

 

Position Overview: Fibox is seeking a driven and results-oriented Inside Sales Representative to support our growing sales operations. This role is ideal for someone who thrives in a fast-paced environment, is self-motivated, and passionate about delivering a high level of service to our commercial customers. The Inside Sales Representative will play a key role in managing the order and quote process while supporting sales growth through upselling and customer service. The ideal candidate will possess an understanding of electrical and industrial products as well as experience interpreting technical drawings to provide quotes.

 

Key Responsibilities:

· Handle incoming calls, emails, and inquiries, providing first-level customer support, product information, and order status updates.

· Accurately enter purchase orders into the ERP system, proofing for errors, and sending timely order confirmations to customers.

· Review and interpret AutoCAD drawings to provide technical quotes and product recommendations to commercial clients.

· Identify upselling opportunities and recommend complementary products or solutions to maximize order value and customer satisfaction.

· Provide pricing, availability, and lead time information to customers and Sales Representatives.

· Communicate order changes, backorders, shipping delays, or shortages to customers and internal stakeholders.

· Maintain accurate and up-to-date customer records within the client database.

· Support the preparation of quotations, order tracking, backlog processing, invoicing, and returns as needed.

· Assist in resolving customer issues, discrepancies, and credit concerns promptly and professionally.

· Collaborate with the Director of Sales, Customer Service Manager, and regional sales teams to drive revenue growth and enhance the customer experience.

· Participate in the preparation of sales reports and support special projects as assigned.

 

Qualifications:

· Associate's or Bachelor’s degree preferred.

· 3–5+ years of B2B/commercial inside sales experience within the manufacturing/distribution industry is required; Electrical or industrial product knowledge and upselling experience is ideal.

· Familiarity with AutoCAD and the ability to read AutoCAD drawings and provide technical quotes to customers is highly desired.

· Proficiency using order entry systems, ERP platforms, CRM tools, and the Microsoft Office Suite is required.

· Possesses a strong technical aptitude with the ability to use multiple software systems seamlessly and simultaneously.

· Self-motivated and numbers driven with the ability to contribute to company sales goals as well as individual and departmental KPI’s/metrics.

· Independent, but also collaborative with a positive attitude and team player mentality.

· Strong communication and interpersonal skills with a customer centric approach and proven success building rapport and lasting connections.

· Resourceful, takes initiative, and is innovative with the ability to bring new ideas to the table.

· Strong time management and organizational skills with proven success prioritizing competing tasks to effectively manage deadlines and achieve goals.

· Proactive, remains calm under pressure, and uses critical thinking skills when problem-solving.

· Possesses a strong business acumen with the professionalism and confidence to make sound decisions that drive key results and align with the company’s mission.

 

Company Benefits: Fibox offers a competitive benefits package designed to support the health, financial security, and well-being of our full-time employees including, but not limited to: Employer-sponsored medical, dental, and vision coverage, retirement savings plan with company match, company-paid life, AD&D, and disability insurance, voluntary insurance options, access to employee assistance, wellness, and discount programs, paid vacation, sick time, and holidays etc. This position is based on site in Glen Burnie, MD, Monday through Friday from 8:00 AM to 5:00 PM.