Sales & Customer Service Specialist

SUMMARY The Sales & Customer Service Specialist keeps our sales process moving and our customers informed. This role supports the Sales team from first request to final delivery: preparing quotes, processing orders, keeping CRM data accurate, handling customer paperwork, and serving as the first point of contact when customers call.

This role touches every step of our Proven Process, from the first quote through Deliver & Install, by tracking each job and keeping the customer updated on where their order stands. It directly drives two of our Three Uniques: Customer Experience and Speed. HOW SUCCESS IS MEASURED The Sales & Customer Service Specialist owns several measurables on the Sales section of the company Scorecard.

Targets are set with the Sales Director and reviewed quarterly. Quote turnaround: quotes sent within the committed time after a complete customer request. Order accuracy: orders and purchase orders entered without errors or rework, and matched to the quote. Response time: customer calls and emails answered or acknowledged within the committed response time.

Follow-up: pending quotes and open opportunities followed up on schedule, with activity logged in the CRM. CRM data quality: customer records, contacts and opportunity stages complete and current. Customer paperwork: certificates of insurance (COIs), sales tax documentation and vendor forms completed before they hold up an order.

Customer experience: customer issues resolved or escalated, with the loop closed on every one. PRIMARY RESPONSIBILITIES Sales Support Prepare and send quotes; follow up on pending quotes and open opportunities. Process customer orders and purchase orders; confirm pricing, terms and scope match the quote. Set up new customers and maintain customer master data, contacts and opportunity status in the CRM.

Prepare sales reports and track sales performance metrics; provide regular updates to the Sales Director and leadership team. Keep accurate and timely records of contracts, purchase orders and other sales documents. Customer Service Serve as the first point of contact for customer phone and email inquiries; resolve questions and complaints quickly and professionally, and escalate when needed.

Record customer interactions, feedback and issues in the CRM. Proactively reach out to customers to confirm satisfaction and identify additional products or services that fit their needs. Order Coordination Partner with Sales, Operations, Production and Finance to keep orders on schedule and deliver on time. Track job status and job turns; keep customers updated on schedule changes before they have to ask.

Customer Compliance Paperwork Drive certificate of insurance (COI) requests and submissions. Verify sales tax status and collect tax exemption documentation. Complete customer vendor setup forms and onboarding paperwork. Continuous Improvement Bring issues to the Sales Level 10 meeting for IDS; complete assigned to-dos and support department Rocks.

Recommend improvements to quoting, order entry and CRM processes that make us faster and more accurate.

QUALIFICATIONS

Required High school diploma or equivalent. 2+ years of experience in sales administration, inside sales support, customer service or a related role. Experience with a CRM system (e.g., Salesforce, HubSpot). Proficient with Google Workspace, including spreadsheets. Excellent verbal and written communication skills. Strong organization and multitasking skills in a fast-paced environment.

Preferred Bachelor's degree. Experience in a manufacturing, construction or business-to-business products environment. Experience with quoting, order entry or ERP systems. Familiarity with certificates of insurance, sales tax exemption certificates and vendor onboarding. PHYSICAL REQUIREMENTS Communicate with others and exchange accurate information in person, by phone and in writing.

Operate a computer and other office equipment for extended periods. Move about the office and production areas to access files, office equipment and coworkers. Wear required PPE in production areas and labs, including safety glasses, safety shoes and a high-visibility vest. WORK ENVIRONMENT This role works in our Fowlerville office and routinely uses standard office equipment.

Safety glasses, safety shoes and a high-visibility vest are required at all times in production areas and labs. Total Security Solutions is an Equal Opportunity Employer with leadership and a culture that supports diversity and inclusion. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

This job description is subject to change at any time.