Sales and Customer Service Representative - Inbound Lead Specialist

Job Description

Job Description

Description:

Position Summary

We are looking for an organized, customer-oriented Sales and Customer Service Representative Inbound Lead Specialist to join our team from our West Coast Office in Carson, CA. In this role, you will act as the primary initial liaison for incoming customer inquiries and play a key role in testing and establishing a new inbound lead qualification and dispatch process. You will answer baseline product inquiries, resolve initial customer concerns, and ensure incoming leads are qualified and dispatched accurately to our sales team. 

The ideal candidate possesses patience, empathy, excellent communication skills, and proactivity. You must thrive in a fast-paced environment and enjoy process navigation, problem-solving, and organizing workflow data. This position serves as an entry point with a clear career path to transition into full-cycle account ownership.

Responsibilities

• Handle high volumes of incoming calls, emails, and web inquiries promptly and professionally. 
• Log and qualify inbound leads, dispatching them to the appropriate sales representatives based on established account criteria.
• Track lead response times, qualification rates, and distribution accuracy within Salesforce. 
• Provide accurate, valid, and complete product/service information using appropriate methods and tools. 
• Handle complex customer complaints, provide appropriate solutions within time limits, and follow up to ensure full resolution*. 
• Keep thorough records of customer interactions, process accounts, and maintain pipeline accuracy within Salesforce.
• Prepare sample orders for potential new customers and be available for in-office work as required, including showroom visits, customer appointments, and unexpected business needs*. 
• Meet personal and team customer service response targets. 
• Follow communication procedures, guidelines, and policies. 

Requirements:

Skills & Qualifications

• 2+ years of previous experience in customer service, sales support, or high-volume call handling. 
• Proactivity, strong organization, and attention to detail. 
• Strong phone contact handling skills and active listening. 
• Strong written communication skills for email correspondence. 
• Familiarity with CRM (Salesforce) and ERP systems and practices. 
• Ability to adapt/respond to different personalities and client business models.
• Ability to multitask, prioritize, and manage time effectively. 
• Ability to work well in a team environment. 
• An associate's or bachelor’s degree in business administration or a related field is preferred. 

Physical Skills and Requirements

• Ability to remain seated at a desk and work on a computer for extended periods. 
• Frequent use of hands and fingers to operate a computer keyboard, mouse, and telephone. 
• Clear verbal communication over the phone and in person. 
• Ability to read, comprehend, and respond to written communication (emails, documents, CRM/ERP entries). 
• Occasional lifting and carrying of sample products or office supplies (generally up to 50 lbs). 
• Consistent attendance and punctuality to meet customer service and team needs. 
• Ability to manage multiple tasks in a fast-paced office environment. 

Job Details & Compensation

• Job Type: Full-time 
• Schedule: Monday to Friday – 8 hours/day (8 am–5 pm PT) 
• Pay Range: $25 to $29 hourly, plus up to a 5% bonus, contingent on both individual and overall company performance.
• Work Location: Carson, CA 
• Work Setting: In-person / Hybrid- While hybrid flexibility is permitted, in-office presence is required due to showroom visits, customer appointments, and unpredictable business needs. These duties are considered essential functions of the role.