The Customer Service Inside Application Sales Associate serves as a key point of contact for customers, balancing responsive service support with inside sales and application assistance, in support of SRGI's plumbing, heating and HVAC manufacturers. This role is responsible for maintaining strong customer relationships, supporting order and operational continuity, identifying sales opportunities, and coordinating with internal teams and manufacturers to deliver timely, accurate, and solution-oriented support. The position combines issue resolution, product and application guidance, quotation and follow-up activity, and structured CRM data management to drive both customer satisfaction and revenue growth.

Key Responsibilities

1. Customer Contact, Inquiry Management & Opportunity Identification

· Serve as a primary point of contact for customer communications, including order inquiries, shipping status requests, product availability questions, pricing requests, and basic application-related support

· Identify potential sales opportunities during customer interactions and route or develop them appropriately based on customer needs

· Qualify inbound requests by gathering key project, product, and application details to support accurate response and follow-up

· Route and escalate issues or opportunities to the appropriate internal or external teams using defined processes

2. Problem Resolution, Quoting, Application Support & Sales Coordination

· Document customer issues, requests, and opportunities accurately within the CRM system

· Resolve standard service issues independently while engaging Sales Team Members, manufacturers, or management for more complex matters

· Provide product and application guidance within established scope and coordinate more technical support when required

· Prepare quotations, product recommendations, and follow-up communication to move opportunities forward

· Present resolution or recommendation options and execute approved action plans

· Conduct follow-up with customers to confirm issue resolution, quotation status, and overall satisfaction

3. Order Management, Quote Support & Operational Coordination

· Provide accurate and timely updates regarding order status, ship dates, backorders, delays, quote status, and product availability

· Proactively notify customers of delays, changes, or key updates before they inquire

· Assist with order entry, purchase order entry, and warehouse shipments as needed

· Coordinate internally with customer service, sales, operations, and manufacturers to ensure smooth order processing and opportunity progression

· Support pipeline and backlog visibility by maintaining accurate records of open issues, quotes, and follow-up actions

4. Inbound Sales Support, General Inquiry Handling & Account Coordination

· Support inbound sales activity by responding to product, pricing, and availability requests in a timely and professional manner

· Help coordinate account follow-up activities, including quote follow-up, sample requests, literature requests, and customer callbacks

· Maintain a professional customer experience across all touchpoints while reinforcing company credibility with customers and manufacturers

5. Data, Reporting, CRM & Pipeline Management

· Track and log key service and sales metrics within the CRM system, including call volume, inquiry type, quote activity, follow-up status, and manufacturer association

· Maintain accurate notes, customer records, opportunity details, and task follow-ups to support visibility and accountability

· Support reporting requirements for internal teams and manufacturers related to customer service performance, open opportunities, and activity trends

Skills & Qualifications

· Strong communication, customer service, and relationship-building skills·

· Plumbing, heating and HVAC industry experience is a must

· Ability to identify customer needs and support inside sales opportunities in a consultative manner

· Problem-solving and decision-making capability within defined processes

· Attention to detail and accuracy in data entry, quotations, and order support

· Familiarity with CRM systems, order management tools, and sales support processes

· Ability to multitask across customer inquiries, quotes, follow-ups, and operational coordination

· Collaborative approach when working across departments and with manufacturer partners

Success Factors

· Maintains positive customer relationships through clear, timely, and solution-oriented communication

· Accurately documents and resolves issues while supporting customer opportunities with minimal handoff friction

· Balances responsiveness to service needs with proactive follow-up on quotes, requests, and application support

· Contributes to operational efficiency, customer retention, and revenue growth through strong coordination and data discipline

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• Associate (Preferred)

Experience:

• HVAC/R: 2 years (Required)

Language:

• English (Required)

Work Location: In person