Customer Service Sales Support

Company Overview At CasterDepot, we’ve been providing quality casters and above-and-beyond service since 1980. Our commitment to quality and customer satisfaction is reflected in our ISO 9001 QMS certification. Position Summary: We are seeking a proactive, detail-oriented Customer Service Sale Support representative to join our growing team. This vital role serves as the key liaison between our sales team and customers, ensuring clear communication, accurate order processing, and consistent support of sales initiatives. Your work will directly impact customer satisfaction and help drive continued business growth. If you enjoy staying organized, helping others succeed, and being part of a collaborative team, this is an excellent opportunity to launch your career in sales support. Key Responsibilities: Customer Interaction Serve as a primary point of contact for customer inquiries Provide timely and accurate information regarding products, orders, and services Answer incoming sales calls for assigned branches Order & Sales Support Process sales orders accurately and ensure timely delivery Monitor order status and resolve issues promptly Enter phone orders, email POs, and handwritten walk-in orders daily Enter drop ship sales and purchase orders as needed Facilitate approved RMA requests Review spot buy orders to ensure margin requirements are met or approved Sales & Account Support Work with Account Managers to provide timely, competitive, and accurate pricing on quotes Support prospecting efforts and review inactive customer lists Provide account history where available Assist in executing marketing initiatives for each branch Train and support Account Managers in maintaining accurate CRM & ERP customer data Product Knowledge Maintain up-to-date knowledge of product offerings and solutions Additional Responsibilities Other duties as assigned by the Sales Director or Sales Coordinator Performance Expectations: 95% Order Entry Accuracy Volume of daily transactions (emails, phone calls, CRM contacts added, etc.) CasterHead University course completion First Six Months Focus: Month 1–2: Foundation & Training Complete onboarding and begin CasterHead University coursework Learn product lines, industry terminology, and core processes Shadow Account Managers and Sales Support team members Begin handling basic order entry and customer inquiries with supervision Develop working knowledge of CRM and ERP systems Goal: Build product confidence and process accuracy. Month 3–4: Independent Execution Independently manage incoming calls for assigned branches Process daily phone, email, and walk-in orders with 95%+ accuracy Monitor order statuses and proactively communicate updates Support Account Managers with quote preparation and pricing coordination Begin assisting with prospecting and inactive account follow-ups Goal: Operate reliably with minimal supervision while maintaining accuracy and responsiveness. Month 5–6: Ownership & Impact Consistently meet or exceed KPI targets Identify and resolve order discrepancies proactively Support margin review processes for spot buys Facilitate approved RMAs efficiently Contribute ideas for improving workflows or customer experience Assist in marketing initiative execution for branches Goal: Become a trusted, dependable support partner to Sales and a confident point of contact for customers. Key Behaviors for Success: Detail-Oriented Execution: Understands that accuracy matters. Double-checks work, takes pride in precision, and maintains 95%+ order entry accuracy. Responsiveness & Urgency: Responds to calls and emails promptly. Understands that speed and clarity directly impact customer satisfaction and sales performance. Ownership Mentality: Takes responsibility for tasks from start to finish. Follows up on open orders, unresolved questions, and pending approvals without being reminded. Clear Communication: Communicates professionally and confidently with customers, Account Managers, and leadership. Keeps stakeholders informed. Coachability: Actively seeks feedback, applies training, and embraces continuous learning through CasterHead University. Team-First Attitude: Supports branch success, collaborates cross-functionally, and understands that shared wins drive company growth. Margin & Business Awareness: Develops awareness of pricing, margin requirements, and profitability considerations — not just processing orders, but supporting smart business decisions. Qualifications: Education & Experience High school diploma required; Associate’s or Bachelor’s degree preferred 0–2 years of customer service, sales support, administrative, or related experience Entry-level candidates encouraged to apply Technical Skills Basic proficiency in google (docs, sheets, drive, calendar, email) Experience with CRM or ERP systems preferred but not required Ability to quickly learn new systems and internal platforms Core Competencies Strong organizational and time-management skills High attention to detail and accuracy Professional phone presence and written communication skills Ability to multitask in a fast-paced environment Problem-solving mindset Additional Requirements Ability to work onsite at Corporate Office Willingness to sign non-compete and non-disclosure agreements Flexibility for occasional evening or weekend work

Created: 2026-03-04