Inside Sales Representative

About the Role

PURPOSE

The Inside Sales Support Representative plays a critical role in supporting the enterprise-wide sales team through customer interaction, order processing, and technical product support. Through strong collaboration with internal teams and effective communication with customers, this role contributes to efficient branch operations, accurate order management, and the development of long-term customer relationships.

This position supports the execution of sales strategies and initiatives. The role reports directly to the Manager, Western Canada & Sales Support, working closely with them to coordinate sales activities, support territory objectives, and ensure alignment with broader sales priorities.

The position requires the ability to apply developing product knowledge and market awareness to support sales activities, respond to customer needs, and identify opportunities for account growth. By working closely with Sales, Operations, and Branch leadership, the Inside Sales Support Representative helps ensure a coordinated and responsive customer experience.

ACCOUNTABILITIES

The Inside Sales Support Representative’s accountabilities include, but are not limited to:

Sales Team Support

• Process customer orders and quotes accurately and efficiently while coordinating with operations and sales colleagues to ensure product availability, delivery expectations, and order accuracy is achieved.
• Support upselling and cross‑selling opportunities by applying product knowledge.
• Collaborate with Outside Sales Representatives and Branch Management to ensure customer requests are handled efficiently and consistently and with territory objectives in mind.
• Drive repeat business and product penetration within assigned accounts.
• Demonstrate urgency and prioritization in managing sales requests, while communicating updates and expectations to customers and internal stakeholders.
• Embrace change by adapting to and adopting new workflows, processes, and procedures as continuous improvement efforts introduce them.

Customer Engagement

• Serve as a primary point of contact for customers by responding to inquiries regarding orders and order status, products, and services in a professional and timely manner.
• Communicate product options and technical information in a clear and accessible way to support customer decision-making.
• Follow up on open orders, quotes, and service issues to ensure customer satisfaction and timely resolution.
• Develop an understanding of customer operations and product needs to provide tailored solutions and identify opportunities for additional support.
• Maintain professional communication across phone, email, and internal systems to ensure alignment between customer expectations and operational capabilities.

Quoting and Order Management

• Prepare, process, and track quotes, orders, and proposals while verifying product specifications, pricing, and delivery requirements.
• Collaborate with operations, sales, and management to ensure orders are fulfilled efficiently and customer expectations are met.
• Support pricing discussions in alignment with company policies and leadership guidance.
• Maintain organized documentation and follow-up processes to ensure all open quotes, backorders and customer commitments are tracked and addressed.

Opportunity Awareness & Sales Collaboration

• Work closely with the Outside Sales team to maintain visibility into active sales opportunities, customer interactions, and upcoming sales activities utilizing systems and methods appropriate to the task.
• Support the sales team by sharing relevant customer communications, order activity, and inquiries that may influence opportunities.
• Proactively identify patterns in customer purchasing, quoting, or product inquiries that may indicate potential opportunities for account expansion or additional product adoption.
• Communicate observations, customer feedback, and emerging opportunities to the appropriate Outside Sales Representative to support opportunity development and follow-up actions.
• Assist the sales team by highlighting pending quotes, repeat inquiries, or inactive opportunities that may benefit from additional sales outreach.
• Provide relevant customer insights, product feedback, and market observations to the Outside Sales team and sales leadership to support strategic account development.
• Actively maintain and update customer information data within P21 and related systems, ensuring that customer records are accurately maintained.

Other Duties

• Other duties as may be assigned from time to time.

Qualifications

• High School Diploma or GED required; post-secondary education in Business or a related field is an asset.
• 1–3 years of experience in Inside Sales Support, Customer Service, or a related sales support role preferred.
• Experience within industrial distribution or technical product environments is considered an asset.
• Bilingualism (French and English) is an asset in Ontario and Alberta. In Quebec, bilingualism (French and English) is required to support communication with internal and external stakeholders
• A valid Social Insurance Number and legally entitled to work in Canada under relevant provincial or territorial legislation and regulations.

Required Skills

Knowledge

• Basic knowledge of sales support processes including order entry, quoting, and customer account management.
• Knowledge of or ability to develop knowledge of industrial products such as hose and fittings, valves, fluid power components, and related systems.
• Understanding of how industrial components function together within applied operational environments.
• Familiarity with ERP systems used to manage sales activity and customer information.
• Understanding of sales management concepts and how systems and tools are used to record, track, and advance opportunities through the sales process.
• Awareness of market segments, customer needs, and industry trends that influence product demand and sales opportunities.

Technical Competencies

• Proficiency with Microsoft Office applications, particularly Excel.
• Ability to effectively use ERP systems (example: P21) to track orders, customer activity, and sales opportunities.
• Ability to update customer records including accurate data entry and opportunity awareness.
• Willingness and ability to learn, adopt, and adapt to new and evolving processes and workflow improvements as they are introduced.
• Ability to interpret product specifications, technical information, and configuration requirements.
• Strong organizational and documentation skills for managing quotes, orders, and follow-ups.

Behavioural Competencies

• Communication: Communicates information clearly and professionally with customers and internal stakeholders to ensure alignment and understanding.
• Collaboration: Works effectively with sales, operations, and management to coordinate activities and resolve issues.
• Customer Focus: Demonstrates a commitment to understanding and responding to customer needs.
• Attention to Detail: Maintains accuracy in order entry, quoting, and documentation.
• Problem Solving: Identifies issues and works collaboratively to determine effective solutions.
• Relationship Building: Builds and maintains positive working relationships with customers and colleagues.
• Adaptability: Responds effectively to changing priorities, customer demands, and evolving processes and tools, and supports continuous improvement initiatives.
• Accountability: Takes responsibility for assigned tasks and follows through to completion.

WORKING CONDITIONS

• This is a 100% in-office position. The Company will accommodate employees in accordance with disability, human rights, and medical requirements, upon request and with appropriate supporting documentation.
• Prolonged periods of sitting while performing order entry, customer communication, and administrative tasks.
• Requires manual dexterity to operate a computer, keyboard, and telephone for extended periods while performing order entry, preparing quotes, and managing customer communications with accuracy and efficiency.
• Regular interaction with internal teams and customers requiring clear and professional communication.
• Occasional light lifting or movement of materials within the office environment.

CONDITIONS OF EMPLOYMENT

• Permanent, Full-time