Company Overview
Guardian Telecom Ltd. is an innovative global manufacturer and supplier of telecommunications and electrical products. A world leader of building rugged, safe, reliable telecommunication devices and solutions used in harsh environments, extreme elements, critical infrastructure, and safety-critical and mission-critical applications around the world.
The company, through its brand names (Guardian Telecom, ProTalk, Teletics, CircaMax, and Westronic) designs, manufactures and markets surge protection equipment, custom cables, ruggedized wired and wireless communications equipment and intelligent device monitoring and alarm management solutions for use in uncompromising industrial environments.
Job Overview
The Inside Sales and Customer Service Specialist plays a critical role in supporting both the company's sales operations and customer experience, with a primary focus on inside sales support. This position is responsible for ensuring the accurate preparation of quotes, precise order processing, and maintaining the highest standards of data integrity throughout the sales cycle.
Success in this role requires exceptional attention to detail, strong organizational skills, and a customer-focused approach to supporting both internal sales initiatives and external client relationships.
Responsibilities
Inside Sales and Order Administration (Primary Focus)
- Process and manage customer orders accurately through the ERP system from order entry to delivery.
- Prepare customer quotes and commercial proposals based on specifications, pricing, and production lead times.
- Support inside sales activities by following up on leads, conducting market research, and identifying upselling and cross-selling opportunities.
- Apply sales best practices to build and nurture customer relationships.
- Coordinate with production, logistics, and quality teams to ensure timely order fulfillment and proactively communicate order status, shipping updates, and delivery delays.
Customer Support
- Serve as the primary point of contact for inbound phone, email, and online customer inquiries, providing professional and responsive service.
- Resolve Tier 1 customer service and technical support requests, direct customers to self-service resources, and escalate complex issues to the technical support team.
- Coordinate with service teams to manage customer escalations and ensure timely follow-up.
- Provide cross-functional administrative and front-office support to maintain business continuity during staff absences.
Technical Literacy and Process Contribution
- Maintain in-depth knowledge of company products, manufacturing capabilities, and applicable industry standards and certifications.
- Ensure CRM records are accurate and up to date, including customer information, sales activities, and account interactions.
- Capture and communicate customer feedback to support product improvements, while assisting with cross-training and onboarding initiatives.
- Comply with company policies, quality standards, and health and safety requirements.
Requirements
- High school diploma required; associate or bachelor’s degree in business, engineering, or a related field preferred.
- 2+ years of inside sales or customer service experience, preferably in a manufacturing environment.
- High data accuracy and a methodical approach to handling complex technical quotes and order specifications.
- Technical aptitude and the ability to read/interpret basic technical drawings/specifications is a plus.
- Proficiency in Microsoft Office Suite and experience navigating ERP platforms, CRM systems, and customer service ticketing software.
- Excellent written and verbal communication skills. Exceptional phone etiquette and the agility to switch tasks seamlessly between focused administrative data entry and incoming customer requests.
- Exhibits strong interpersonal and customer service skills; an approachable, collaborative team player.
Guardian Telecom Ltd. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
Pay: $58,000.00-$67,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
