Inside Sales Specialist

The Inside Sales Specialist manages an assigned portfolio of glass shops, commercial glaziers, and contractors as a trusted business partner and primary account contact. The role dedicates 60% of its time to proactive account management, quote follow-up, retention, and growth to protect and grow NWGF revenue. The specialist works with Client Services to provide technical support, accurate quotes and orders, and a reliable client experience, while Client Services handles routine processing and day-to-day inquiries. Through consistent quote follow-up and conversations about upcoming projects, the specialist helps clients succeed and increases NWGF's share of their business. The role recommends products and services that fit client needs, maintains year-over-year revenue, and takes action to recover declining sales and develop growth opportunities within existing accounts. Success requires strong client relationships, disciplined follow-through, attention to detail, and a clear focus on both operational execution and commercial results. Key Responsibilities Existing Account Management, Retention & Growth (60%) Manage and grow an assigned portfolio of existing client accounts to maintain year-over-year revenue, retain business, and achieve established sales growth goals. Review outstanding quotes and active project bids, consistently following up with clients to address questions, overcome barriers, and convert opportunities into orders. Proactively engage clients to understand their business needs, identify upcoming projects, and uncover opportunities to expand NWGF's participation in their business. Monitor monthly account purchasing trends to identify declining volume, reduced engagement, or lost business, and actively re-engage clients and recover revenue. Sell additional products and solutions that meet identified client needs, expand existing relationships, and increase NWGF's share of their business. Review project material lists and specifications to recommend cost-effective alternatives that help clients remain competitive while expanding NWGF's participation in their projects. Address competitive pricing, product availability, and lead-time concerns in collaboration with internal teams, using established pricing guidelines to retain business and protect profitability. Maintain CRM records documenting account activity, open quotes, upcoming projects, follow-up commitments, and growth opportunities. Order & Quote Management (30%) Coordinate with Client Services across assigned accounts, providing clear client and project requirements for quotes, order acknowledgments, and work orders. Confirm those requirements are understood so Client Services can prepare accurate quotes and orders. Review complex or custom quotes and orders for correct product details, dimensions, costs, selling prices, and delivery dates. Work with internal teams to correct errors before quotes are sent or orders move forward, protecting profitability and reducing rework. Coordinate order priorities with scheduling and internal teams to support production, inventory planning, and on-time delivery across assigned accounts. Confirm specialty-product requirements, pricing, and lead times with clients before placing orders. Work with internal teams to address recurring quote and delivery problems across accounts and recommend improvements that reduce avoidable costs and improve service. Bring recurring problems that threaten ongoing client business to the manager's attention, while Client Services handles routine order processing and individual service cases. Client Experience Support (10%) Support the Client Experience Specialist with client questions that need additional product or account knowledge, providing timely help by phone, email, or in person while the specialist handles routine inquiries. Help the Client Experience Specialist resolve complex client issues that could affect the account relationship, working with internal teams and escalating when needed to reach a timely, effective resolution. Clarify client expectations and replacement needs for complex returns to help the Client Experience Specialist plan next steps. The Client Experience Specialist handles return authorizations, documentation, processing, and routine updates. Help the Client Experience Specialist follow up after major order errors, damaged products, or other service issues when account support is needed. Confirm the client is satisfied with the resolution and rebuild confidence in NWGF. Perform other duties as assigned. Producer Accountabilities: Producer roles impact the company's success via sales, estimating, project management, and other revenue and profit generating efforts. Producers are important to overall execution and profitability. Produces a role-specific scope of work for a team or location. Develop plans to achieve goals set by leadership. Execute tasks and projects to deliver quality solutions. Follows company policies and processes holding peers accountable. Maintains communication, documentation, and reporting metrics for roles. Trains new team members for role-specific or team-specific work (as SME). Collaborate with team members to deliver quality work and meet timelines and financial expectations. Sets and communicates goals and plans for accounts, projects, etc. internally and with clients. Recommends growth of ideas, efficiencies and new systems for improvement. Communicates progress, needs and updates to manager or director. Safety Responsibilities Champion a culture of safety across all operations. Ensure compliance with all safety regulations, policies, and procedures. Lead by example in promoting safe work practices and hazard awareness. Support safety training, audits, and continuous improvement efforts while working with safety manager. Empower employees to speak up about safety concerns and take corrective action. Collaborate with safety teams to monitor and improve safety performance. Integrate safety into planning and project execution. Monitor performance against goals and budgets.