Customer Service/Inside Sales Representative

Beaconpoint Labs is an analytical laboratory with deep expertise in nutrition, offering chemistry and microbiological testing with a commitment to lightning‑fast turnaround times, a collaborative customer approach, and industry‑leading innovation. We are relentlessly pursuing the potential of analytical science to help the world make better decisions and improve the health and well‑being of everyone. Our rigorous testing protocols, advanced analytical methods, and experienced team ensure the highest standards of accuracy and reliability in food, supplement, and environmental testing. Position Summary We are looking for an Inside Sales & Customer Experience Representative to serve as a pivotal revenue‑generating role within the Beaconpoint Labs Sales Division. This role will be based in Kannapolis, NC, on the NC Research Campus and will own the front‑line sales pipeline — converting inbound leads, managing the full client onboarding lifecycle, and serving as the primary point of contact for day‑to‑day client communications. A successful candidate brings a consultative sales mindset, a strong working knowledge of food, nutritional, and dietary supplement testing (including microbiology and analytical chemistry), and a demonstrated ability to deliver a seamless, high‑touch customer experience at every stage of the client journey. Essential Responsibilities & Duties Inside Sales & Pipeline Management Own the inbound lead pipeline: monitor, qualify, and respond to all lead form submissions via HubSpot with speed and professionalism, maintaining SLA response targets. Convert qualified leads into new accounts by delivering compelling, consultative presentations of Beaconpoint Labs' testing capabilities, turnaround commitments, and value proposition. Develop accurate, tailored proposals and testing recommendations for prospective and existing clients, coordinating with BDMs and Operations as needed. Manage HubSpot CRM rigorously — logging all prospect and client interactions, advancing deal stages, maintaining pipeline hygiene, and generating activity and forecast reports for the VP of Sales. Expand revenue within newly onboarded accounts through proactive outreach, upselling complementary testing services, and identifying cross‑sell opportunities. Consistently achieve commercial KPIs including lead‑to‑close conversion rates, new account revenue targets, and pipeline velocity metrics. Day‑to‑Day Client Communications (BDM Support) Serve as the primary contact for routine client inquiries — order status updates, method questions, turnaround timelines, certificate of analysis requests, and general account support — proactively filtering and resolving communications so BDMs can focus on strategic activity. Triage and route complex technical or commercial escalations to the appropriate BDM, VP of Sales or other internal team, providing full context and ensuring continuity for the client. Maintain clear, consistent communication cadence with active accounts to build trust, anticipate needs, and reduce inbound noise to the BDM team. Provide QBench portal training and onboarding support to clients; serve as the go‑to resource for portal navigation and order management questions. Draft and manage routine client correspondence on behalf of the Sales Division as directed by the VP of Sales. Onboarding & Account Management Own the end‑to‑end client onboarding process: coordinate account set‑up across Sales and Operations, ensure accurate data entry in HubSpot and QBench, and deliver a frictionless first experience. Act as the client’s internal advocate during onboarding, proactively communicating milestones and resolving any issues before they escalate. Maintain strong ongoing relationships with assigned accounts, conducting regular check‑ins and contributing to Quarterly Business Reviews organized by the VP of Sales. Partner cross‑functionally with Laboratory, Client Services, and Finance teams to resolve client issues efficiently and accurately. Sales Operations & Marketing Support Assist the VP of Sales in scheduling, preparing materials for, and following up on client meetings and Business Reviews. Support marketing initiatives and trade organization activities as directed by the VP of Sales. Prioritize daily workload to maintain efficient workflow and meet all internal and client‑facing deadlines. Other duties as assigned by the VP of Sales. Required Skills & Abilities Proven ability to manage a multi‑stage sales pipeline independently and close new business. Exceptional written and verbal communication skills, including professional client correspondence and report writing. Strong attention to detail and organizational skills with the ability to manage multiple priorities and deadlines simultaneously. Proficiency in HubSpot CRM (or equivalent); demonstrated experience with pipeline management, deal tracking, and activity reporting. Proficient in MS Office (Word, Excel, PowerPoint), Google Workspace, QBench (or willingness to learn), and project management tools. Proactive, solutions‑oriented approach with strong analytical and problem‑solving skills. Comfortable working both independently and as a collaborative member of a cross‑functional team. Required Education & Experience Minimum 5 years of experience in a Customer Experience, Inside Sales, or Account Management role; experience in a laboratory, food safety, or life sciences environment strongly preferred. Bachelor’s degree in Food Science, Nutritional Science, Chemistry, Biology, or a related field preferred; equivalent industry experience considered. Demonstrated track record of meeting or exceeding sales targets and delivering measurable improvements in customer satisfaction. Working knowledge of food & beverage and dietary supplement testing methodologies, including microbiology and analytical chemistry. US work authorization required. Compensation & Benefits Beaconpoint Labs is an equal opportunity employer offering a highly competitive compensation package, including health, dental & vision benefits. #J-18808-Ljbffr beaconpoint labs