Inside Sales

Position Overview:
Are you a driven sales professional looking for your next big opportunity? Do you thrive on solving problems and closing deals? We’re looking for an Inside Sales Representative to join our dynamic team in person at our Ashland, VA office! This role is perfect for someone with 4 years of sales experience who is eager to grow into a Sales Lead position.

In this role, you’ll be the first point of contact for customers, handling inbound calls, emails, and live chats to provide technical support, process orders, and maximize sales opportunities. You’ll have the chance to own the sales process, deliver exceptional service, and drive revenue—all while developing leadership skills that will prepare you for the next step in your career.

We are looking for an “A Player” who takes ownership of their work, strives to exceed goals while maintaining precision, and demonstrates leadership potential.

About Us:
Our mission is to keep people safe and buildings compliant through innovative fire protection and life safety solutions. By transforming building safety into a competitive advantage, we partner with organizations to simplify and reimagine how buildings survive and thrive. We aim to disrupt the fire protection industry.

Key Responsibilities
1. Technical Support

• Serve as the first point of contact for customers needing technical assistance, providing clear and accurate information on products and solutions.
• Troubleshoot common issues and escalate complex technical problems to manufacturers while ensuring timely resolution.
• Maintain a strong understanding of product specifications, applications, and industry standards to guide customers effectively.
• Proactively identify customer needs and recommend solutions that enhance their experience and drive additional value (e.g., automations, step by step product guides, enhanced product descriptions or specifications, etc.).

Success Measures: Average Response Time:

• 2 hours
Customer Satisfaction Score (CSAT) for Support Tickets:
• 4.8

2. Customer Relationship Management

• Build and maintain strong customer relationships through proactive engagement and follow-ups.
• Utilize CRM tools to track interactions, record key details, and ensure a personalized customer experience. Identify and implement automation opportunities to reduce manual data entry.
• Identify patterns in customer behavior and provide feedback to sales, marketing, and product teams.
• Consistently meet or exceed customer satisfaction and retention goals through attentive service and problem-solving.

Success Measure:

• Returning Customer Rate: Increase returning customer (i.e., repeated purchase) rate by 6% (Aligned to Marketing Lead Metrics)
• Follow-up Completion Rate: Develop priority customer list; 100% of priority customers contacted quarterly

3. Quote Management

• Generate, track, and follow up on quotes to convert them into orders, maintaining a high close rate.
• Ensure accuracy in pricing, discounts, and terms while aligning with company margin targets.
• Work closely with suppliers and internal teams to negotiate the best pricing and lead times for customers.
• Provide timely updates to customers on the status of quotes, changes, or availability constraints.

Success Measures: Weekly Quote-to-Order Conversion Rate:

• 50%
Quote Response Time:
• 1 business day
• Quote Revenue: Exceed 2025 quote revenue target

4. Order Processing & Upselling

• Process customer orders with accuracy and efficiency, ensuring correct product selection and fulfillment.
• Identify upsell and cross-sell opportunities based on customer needs, order history, and industry best practices.
• Provide pricing, lead times, and availability information in a timely manner to facilitate purchasing decisions.
• Collaborate with warehouse and logistics teams to ensure smooth order fulfillment and delivery.

Success Measure: Order Accuracy Rate:

• 99%

5. Knowledge Base Maintenance

• Document common customer questions, solutions, and best practices to build a comprehensive knowledge base.
• Keep technical documents, FAQs, and training materials up to date to improve team efficiency and customer self-service.
• Identify opportunities to use the knowledge database to expedite the sales process (e.g., share insights with marketing and product teams to enhance content, guides, and product listings).
• Continuously improve internal knowledge-sharing processes to ensure all sales team members have access to the latest information.

Success Measures: Knowledge Base Article Update Frequency:

• 5 articles/month
Reduction in Repeat Support Tickets on Documented Issues:
• 20%

6. Post-Sale Resolution

• Address and resolve post-sale customer issues, including returns and order discrepancies.
• Ensure a seamless resolution process that minimizes customer effort while protecting company interests.
• Track and report common post-sale challenges to drive continuous improvement in products and processes.
• Maintain strong communication with customers to reinforce trust and encourage repeat business.

Success Measures: Resolution Time:

• 48 hours

Key Challenges

• Balancing Speed, Accuracy, and Volume: Managing high inquiry volume while ensuring fast response times, technical accuracy, and error-free order processing.
• Customer & Sales Challenges: Overcoming price objections, following up on quotes consistently, handling difficult customers, managing post-sale issues effectively, all while building enduring relationships with key customers.
• Knowledge & Motivation: Staying up-to-date on evolving product details, maintaining clean CRM data, and keeping motivation high in a fast-paced, repetitive environment.
• Leadership Growth & Development: Preparing for a sales leadership role within a year by actively developing sales strategies, refining leadership skills, and continuously improving personal and professional performance.

Qualifications
Required Experience (Must-Have)

• Inside Sales or Customer Service (4 years): Experience in a sales, customer support, or account management role, preferably in a B2B environment.
• Order Processing & Quoting: Hands-on experience managing orders, generating quotes, and ensuring order accuracy.
• CRM & Sales Tools: Proficiency with CRM software (e.g., HubSpot, Salesforce, Zoho, or similar) for tracking customer interactions and managing pipelines.
• Phone & Email Sales Communication: Experience handling inbound and outbound sales calls, email follow-ups, and customer inquiries professionally.
• Upselling & Cross-Selling: Demonstrated ability to identify customer needs and recommend additional products/services to increase revenue.
• Problem Resolution & Conflict Handling: Experience dealing with order issues, customer complaints, and post-sale problem-solving.

Preferred Experience (Nice-to-Have)

• Industry-Specific Experience (Fire Protection, Industrial, or Construction Supplies): Familiarity with fire protection systems, safety regulations, or related industries.
• B2B E-commerce Sales: Experience working with BigCommerce, Cin7, or similar ERP/e-commerce platforms for online order management.
• Process Improvement & Sales Automation: Experience using Zapier, AI tools, or sales automation software to optimize workflows.
• Technical Product Knowledge: Background in handling technical products, specifications, and compliance-related sales.
• Experience with Multi-Channel Sales: Handling orders from multiple channels such as direct sales, e-commerce, and distribution partners.

Core Competencies:

• Results Orientation: Setting measurable goals, tracking progress, and optimizing performance to consistently drive sales and revenue growth.
• Effective Communication: Clearly articulating product value, actively listening to customer needs, and maintaining professional, persuasive communication across calls, emails, and live chats.
• Analytical Problem Solving: Quickly assessing customer needs, troubleshooting technical issues, and identifying the best solutions to close deals and enhance customer satisfaction.
• Resilience: Maintaining focus, adaptability, and motivation in a fast-paced, high-volume sales environment while handling objections and challenging customer interactions.
• Attention to Detail: Ensuring accuracy in order processing, quote management, and CRM documentation to minimize errors and maintain high customer trust.

What We Offer

• Healthcare Benefits: Options for medical, dental, and vision coverage.
• 401K with Company Matching: Helping you plan for your future.
• Paid Time Off: 14 days PTO, plus 6 Federal Holidays and the Day After Thanksgiving.
• Supportive Team Environment: Join a collaborative and engaging culture with regular team outings like putt-putt golfing, chili cookoffs, escape rooms, bonfires, cookie competitions, and baseball games.
• Office Dog: Plato, our office dog, is always ready to play when you need a break.
• Growth Opportunities: Professional development and the chance to make a tangible impact on the fire protection industry.

We use the TopGrading methodology to ensure we hire and retain high-performing individuals aligned with our values and goals.

Ready to lead and grow with us?
If you're a motivated sales professional ready to take the next step in your career, this is your opportunity to grow into a leadership role while making a direct impact on our success. Apply now and join a team that values your expertise, ambition, and drive to win!

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