Inside Sales Representative

Job description

The Inside Sales Representative is responsible for managing and growing a portfolio of smaller customer accounts, while also responding to inbound sales opportunities and supporting the overall sales process. This role is highly customer-focused and proactive. The Inside Sales Representative will build strong relationships with assigned customers, understand their business and challenges, identify opportunities to introduce additional products and solutions, and ultimately increase customer value and sales. This is a proactive sales and account management role—not an order-taking position. We expect the Inside Sales Representative to actively engage customers, understand their businesses, uncover opportunities, and proactively recommend products and solutions that create value for the customer and drive growth for Muir Tapes & Adhesives. Key Responsibilities 1. Account Management & Customer Growth · Manage a portfolio of customer accounts generating less than $20,000 in annual sales. · Develop strong, long-term relationships with assigned customers. · Proactively contact customers to understand their business, challenges, upcoming projects, and changing needs. · Schedule and conduct monthly or quarterly customer calls and virtual meetings , based on account potential and needs. · Identify opportunities to introduce additional products, and solutions that can help customers improve operations. · Look for opportunities to increase share of wallet, cross-sell, and grow existing accounts. · Maintain regular contact with customers rather than relying solely on incoming orders. · Follow up on quotes, opportunities, and customer requests in a timely manner. · Identify dormant or declining accounts and develop strategies to re-engage them. 2. Account Management Activity Expectations · Complete a minimum of 10 proactive account management calls per week. · Maintain a structured schedule of customer touchpoints. · Document all meaningful customer interactions and next steps in Epicor. · Establish follow-up dates and ensure commitments are completed. · Continuously build knowledge of assigned customers and their purchasing patterns. 3. Incoming Leads & Sales Opportunities · Respond promptly to incoming leads, inquiries, and requests. · Qualify new opportunities and determine customer requirements. · Ask effective discovery questions to understand the application, specifications, volumes, timing, and purchasing requirements. · Coordinate with outside sales, technical resources, vendors, and other internal teams as required. · Convert qualified inquiries into quotes and sales opportunities. 4. Quoting & Order Management · Prepare accurate and timely quotations based on customer requirements. · Follow up on outstanding quotes and identify opportunities to close the business. · Process customer orders accurately and efficiently. · Communicate pricing, availability, lead times, and other relevant information. · Resolve customer questions or issues and coordinate internally to ensure a positive customer experience. · Identify opportunities within each order to recommend additional products or solutions. 5. CRM & Sales Process Management · Use Epicor as the primary CRM and customer management system. · Update customer information, activities, opportunities, quotes, follow-ups, and notes daily. · Maintain accurate and complete customer records. · Ensure all customer interactions and commitments are documented. · Use CRM information to manage follow-ups, identify sales opportunities, and prioritize accounts. · Maintain accurate pipeline and sales activity information. 6. Customer & Product Knowledge · Develop a strong understanding of Muir Tapes & Adhesives' products, applications, capabilities, and value proposition. · Understand customers' industries, applications, and common challenges. · Stay current on new products, solutions, and supplier capabilities. · Become a trusted resource for customers by recommending solutions rather than simply taking orders. What Success Looks Like A successful Inside Sales Representative at Muir Tapes & Adhesives will not simply wait for the phone to ring or process orders as they come in. They will: Know their customers → Stay connected → Understand their business → Identify opportunities → Recommend solutions → Follow up → Close business → Grow the account. The goal is to transform smaller accounts from transactional customers into long-term, growing relationships. Qualifications & Skills · 2+ years of inside sales, customer service, account management, or business development experience. · Strong communication and relationship-building skills. · Comfortable conducting customer calls and virtual meetings. · Strong listening and discovery skills. · Ability to identify customer needs and recommend appropriate solutions. · Strong organizational and follow-up skills. · Excellent attention to detail. · Ability to manage multiple customers, quotes, orders, and priorities simultaneously. · Comfortable working with CRM/ERP systems; Epicor and HubSpot experience is an asset. · Proficiency with Microsoft Office/365. · Self-motivated and comfortable taking initiative. · Strong problem-solving skills. · A customer-first mindset with a focus on growing the business, not simply servicing it. Personal Attributes Proactive | Curious | Organized | Responsive | Accountable | Customer-Focused | Commercially Minded | Collaborative | Results-Oriented For more than 65 years, Muir Tapes & Adhesives (MTA) has helped manufacturers build products that are lighter, stronger, safer, and more efficient. What started as 3M's original Canadian distributor has evolved into one of Canada's leading suppliers and converters of specialty tapes and adhesives, serving Tier 1 automotive suppliers and industrial manufacturers across North America.