Customer Service/ Inside Sales Representative

Company Overview

Our client is the leading independent paper, packaging, wide-format, and facility solutions provider in the US, supporting businesses nationwide with a comprehensive selection of products and services. We are locally available in every facet, making us easily accessible and allowing us to maintain our commitment to provide exceptional service and selection to our customers.

Position Summary

The Inside Sales Representative/Customer Service Representative is responsible for supporting the sales process by delivering exceptional customer service, managing customer accounts, and driving sales growth from within the office. This role serves as a key point of contact for customers, ensuring accurate order processing, timely communication, and strong relationship management.

Key Responsibilities

• Serve as the primary contact for assigned customer accounts
• Process customer orders, quotes, and inquiries accurately and efficiently
• Support outside sales representatives with account management and follow-up
• Build and maintain strong relationships with customers to drive retention and growth
• Identify opportunities to upsell and cross-sell products
• Resolve customer issues, including order discrepancies, pricing, and delivery concerns
• Coordinate with purchasing, warehouse, and logistics teams to ensure timely fulfillment
• Monitor inventory availability and communicate lead times to customers
• Maintain accurate customer and order information in company systems
• Track and follow up on open orders, backorders, and quotes

Qualifications

• High school diploma required; Associate's or Bachelor's degree preferred
• 2+ years of experience in inside sales, customer service, or account support
• Prior experience in the packaging and paper industry preferred
• Willingness to cross-train the right candidate with packaging experience into the paper side of the business
• Strong interpersonal and communication skills
• Detail-oriented with strong organizational abilities
• Ability to multitask and manage priorities in a fast-paced environment
• Proficiency in Microsoft Office (especially Outlook and Excel)
• Experience with ERP/order entry systems is a plus

Skills & Competencies

• Customer-focused mindset
• Strong problem-solving and conflict-resolution skills
• Ability to work both independently and as part of a team
• Sales-oriented with the ability to identify growth opportunities
• Strong follow-up and time management skills

Work Environment

• Based in Rochester, NY
• Office-based role with frequent cross-functional collaboration
• Frequent customer interaction via phone and email

Compensation & Benefits

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off

Gallagher's HR & Organizational effectiveness team provides expert guidance and hands-on support in HR, Recruiting, and Payroll to help organizations stay focused on achieving their strategic business goals.

Pay: $60,000.00 - $65,000.00 per year

Benefits

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

Work Location: In person