Inside Sales Representative H/F Saint Gobain

WHY DO WE NEED YOU?

What's the job?

The Inside Sales Representative is a highly motivated liaison between our customers, sales teams, manufacturing, and engineering departments. Leading a team of two Customer Service Representatives, this role supports the sales process by providing order status updates, product knowledge, account support, and assistance with quote preparation.

The representative ensures customer requirements are fully understood and met, while driving business process improvements, workflow standardization, and enhanced customer engagement. This role is also instrumental in coordinating new customer and new part onboarding.

A key responsibility is managing customer inquiries to ensure timely responses and proactive communication of critical issues. The ideal candidate will be customer-obsessed, a strong communicator, and a passionate advocate for customer needs. A friendly, team-oriented attitude, eagerness to learn, strong work ethic, and genuine desire to help others are essential.

This role is responsible for delivering excellent customer service and building loyalty through courteous, efficient interactions via chat, phone, and email, in line with our brand standards. The position also acts as a liaison between product management, manufacturing, and sales to ensure customer satisfaction, while handling administrative tasks critical to retaining high-value business.

Customer Care

Deliver exceptional service by actively listening and identifying the best solutions for customers
Manage inquiries with timely responses and proactive issue communication
Communicate clearly and consistently via phone, email, and in person
Provide accurate pricing and lead time quotations

Sales Support

Lead customer onboarding through credit and internal systems
Provide accurate pricing and lead time quotations
Support and implement global pricing initiatives as annual price increase
Support to NPI leader for maintaining high level of competitiveness on prototyping.
Developing and sending quotes to customers using digital tools such as Sales Force
Maintain knowledge on products and initial support on customer inquiries and needs.
Resolve customer inquiries concerning billing, products; escalate to applications, quality or supply chain as appropriate.

System development and supervision

Drive process improvements to ensure a customer-centric and efficient department
Guide and support Customer Service Representatives to deliver high-quality service
Support development of digital pricing tools in coordination with Global capture support team
Monitor key metrics (e.g., lead times, complaints, quote turnaround time, backlog of customer requests) and implement improvements

Escalation Support

Act as the primary point of contact for escalated customer issues
Lead resolution efforts using effective problem-solving skills
Collaborate with Supply Chain, Quality Assurance, and other departments to identify root causes and implement corrective actions
Drive communication strategies to keep customers informed of changes, delays, and updates
Coordinate internal updates with sales, manufacturing, and leadership; primary triage for customer issue escalations

IS THIS JOB FOR YOU?

What do you bring?

Bachelor's Degree in Business Administration/Marketing/Engineering (Engineering Discipline Preferred). Master's Degree a plus.
5+ years experience in sales, customer services management/leadership role
3+ years experience working in a Manufacturing Environment
3+ years experience with direct customer contact and communication
3+ years experience in direct field sales of engineered products to OEM accounts and customer service preferred
Excellent communication, presentation, organizational and leadership skills
Ability to interface and influence across functions and ability to provide solutions with agility
Aptitude for working autonomously. Assertiveness and the ability to be a self-starter are required for this position
Identify needs, propose, and co develop new business processes leveraging technology to improve customer experience
Project management skills with the ability to balance multiple projects
Knowledge of Customer Relationship Management (CRM) Software