Inside Sales Representative

Inside Sales Representative Wholesale Distributor of Building Materials Reports To: Inside Sales Manager

About Fessenden Hall

Since 1890, Fessenden Hall has been a trusted name in building materials distribution. With over 130 years of stability and growth, we're proud to offer careers - not just jobs. Many of our employees make Fessenden Hall their final career stop, building long-term success with our family-owned company.

When you join our team, you'll experience:

• Supportive culture where managers and coworkers genuinely care about your success
• Industry-leading medical benefits – we cover 80% of your medical premium AND your entire deductible, so you keep more of what you earn
• Long-term stability with a company that's stood the test of time

Position Overview

Inside Sales / Customer Service Representative: You'll be the voice and face of Fessenden Hall for our customers. Your mission is to build lasting relationships, resolve challenges quickly, and ensure every customer interaction leaves a positive impression.

What You'll Do

Core Responsibilities:

• Manage a high volume of incoming calls, emails, and walk-in inquiries to facilitate product purchases and deliver a superior customer experience
• Build sustainable customer relationships through open, interactive communication and a solutions-oriented mindset
• Identify, assess, and fulfill customer needs - handling questions, complaints, and special requests with professionalism and care
• Facilitate and follow up on quotations for non-stock and special-order items
• Solicit orders by telephone from existing customers to support sales growth
• Provide administrative support for assigned Field Sales Representatives, including sample requests and order expediting
• Assist with over-the-counter sales, including handling payments and credit card transactions
• Meet or exceed personal and team sales targets and call-handling goals

Day-to-Day Activities:

• Respond to customer inquiries promptly and professionally via phone, email, and at the sales counter
• Utilize our product database, supplier contacts, operations staff, and department managers to provide customers with accurate information
• Prepare and follow up on product quotations and proposals
• Maintain accurate records of significant customer interactions
• Attend sales meetings and company-sponsored training programs
• Also supports: point-of-sale systems including cash register and credit card equipment, physical inventory counts, and company events as needed

How We Measure Success

Through Defined Key Performance Indicators:

• Outbound calls per day
• Quote-to-order conversion rate
• Revenue growth on assigned accounts
• Order accuracy

What We're Looking For

Education & Experience:

• High school diploma required; prior customer service or inside sales experience preferred
• Experience in countertop, cabinetry, woodworking, or building materials is a strong plus

Essential Skills:

• Excellent interpersonal and communication skills with a genuine customer service mindset
• Ability to stay calm under pressure and manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office; willingness to learn our Agility software

Requirements:

• On-site position at our Lancaster, PA location (not remote/work-from-home)
• Flexibility to support occasional overtime for inventory counts or company events

Compensation & Benefits

We invest in our people. Your benefits package delivers real dollar value beyond base compensation. See the hourly pay range above.

Exceptional Medical Coverage Fessenden Hall covers 80% of your premium. An employer-funded HRA reimburses your full deductible each year, up to $4,000 individual or $8,000 family. Your effective deductible is $0. Out-of-pocket max is $6,550; above that, insurance pays 100%.

Fully employer-paid coverage. Dental, vision, life, AD&D (1x salary to $50,000), short-term disability, and long-term disability (60% income replacement to age 65). Premiums are covered at 100%.

Retirement. 401(k) with auto-enrollment, discretionary company contributions, and full vesting after three years of service.

Time off. Paid time off and paid holidays.

Support. 24/7 Employee Assistance Program, confidential and free, for you and your household.

Bonus. Bonus opportunities.

Ready to Join Our Family? If you're a motivated people-person looking for a stable, rewarding career with a company that values loyalty, growth, and work-life balance, we'd love to hear from you.

Fessenden Hall is an equal opportunity employer committed to building a diverse and inclusive workplace.

Must pass background check and drug test.

Benefits

Industry-Leading Benefits — employer pays 80% of medical premiums plus your entire deductible, and covers dental and vision in full. Also includes life insurance, short- and long-term disability, AD&D, 401(k).