Senior Customer Service/Inside Sales Representative (Finance)

This position is on-site at our Appleton, Wisconsin facility

The Sr. Customer Service/Inside Sales Representative (CS/ISR) plays a key role in delivering exceptional customer experience by serving as the primary point of contact for a designated portfolio of customers. This role is primarily focused on providing responsive, solution-oriented service, handling inquiries, managing orders, and resolving complex or unique requests in a timely and professional manner. The CS/ISR ensures customer satisfaction through consistent communication, accurate information sharing, and proactive problem-solving. While customer service is the primary function, the CS/ISR also contributes to inside sales efforts by identifying opportunities for upselling, recommending appropriate products to meet customer needs, and supporting broader sales initiatives. Occasional participation in outside sales activities and team-based sales projects may be required.

Primary Accountabilities (Essential Duties):

• Communicating with internal and external customers through various channels on order/delivery status, stock issues, change orders, and service issues.
• Process EDI as well as emailed, faxed, phoned, and written sales orders.
• Under direction of the CX manager, works as the key point of contact for price quote management.
• ERP system customer maintenance as needed.
• Review any order discrepancies or issues with the appropriate department(s) and help to find a suitable resolution.
• Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, special orders, customer pricing and/or shipping, production & billing, etc.
• Maintain and distribute samples and/or marketing inventory.
• Support outside sales team with any customer inquiry or problem concerning their orders.
• Run, maintain, and distribute daily reports.
• Meet sales goals and objectives set by leadership for the respective business unit.
• Participate in meetings with the customer service team and other cross functional departments as requested.
• Make pro-active outside sales phone calls to prospective customers.
• Serves as a backup for Customer Service Manager and assists other department areas as needed.
• Perform other duties and projects as assigned.

Skills

• Proactive mindset
• Customer Satisfaction and Customer Service skills
• Strong communication and persuasive sales skills
• Strong interpersonal skills
• Ability to work independently and manage your own schedule
• Strong organizational and time management abilities
• Experience with CRM software is a plus
• Ability to work well in a team environment
• Previous sales experience in the building materials industry is preferred
• Valid driver's license & reliable transportation (for in person meetings)

Position Qualifications:

To perform this job successfully, an individual must be able to perform each primary accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Education / Experience: (an equivalent combination of education and experience required to successfully complete the primary accountabilities is indicated below)

High School Diploma or equivalent

Years of Experience: 3-5 Area: Customer Service or Inside Sales, preferably manufacturing or a warehouse environment.

Competencies / Technical Skills:

Core Competencies: Personal Credibility, Analytical Abilities, Active listening, Adaptability, Attentiveness, Problem Solving, Dependability, Decision-making, Effective communication, Digital literacy, Friendliness, Knowledge of your product or service, Open-mindedness, Quick thinking, Responsiveness, and Timeliness, and Builds Collaborative Relationships with peers, Superior customer service, Excellent communication skills, Attention to detail, Ability to answer a high volume of calls and/or emails daily, Adaptability & Change Management, Dependability, Empathy, Friendliness, and Integrity.

Organizational Competencies: Continuous improvement, Superior customer service, Continuous learning, Active listening & understanding, Attention to detail, Steadfast ethics & integrity, All-in teamwork, Open & inclusive decision making, Creative problem solving, Humble & authentic, Growth mindset, and Broad perspective.

Additional Position Competencies (max 4): n/a

Technical Skills: Proficient in Microsoft Office applications such as excel and word. Experience with Enterprise Resource Planning (ERP) Systems such as Syteline, Oracle, and SAP.

Physical Requirements: Sit for long periods of time.

Work Conditions

Environment: Field Office Travel: 5%

Special Work Conditions: N/A

Disclaimer

The information in this description indicates the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

About Us:

Gibraltar Industries is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.

Gibraltar Industries by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com

Gibraltar Industries is an Equal Opportunity Employer; and considers applicants for all positions without regard to race, color, religion, creed, gender, gender identity, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. In addition, Gibraltar will provide reasonable accommodations for qualified individuals with disabilities.

This position is not eligible for visa sponsorship. Candidates must be authorized to work in the United States without the need for sponsorship, now or in the future.