Inside Sales Lead

Position Summary:

Provides comprehensive sales administration and support to ProAV customers by delivering timely information regarding orders, inventory availability, shipping status, returns, pricing, and technical product specifications to integrators, resellers, and Outside Sales team members. In addition to daily operational order management, the Inside Sales Team Lead acts as a key operational contact, subject matter expert, mentor, and escalation authority within the Inside Sales department.

Essential Duties and Responsibilities

Order Processing and Follow-Up

• Accurately process customer purchase orders in AS400.
• Confirm order margins and verify calculations for hidden margin discrepancies.
• Provide official order confirmations using standard or sales-approved templates.
• Verify stock levels across warehouses and manage drop-ship order fulfillment.
• Submit and track custom part build requests.
• Confirm payment terms and initiate credit card authorization forms as required.
• Process sideways orders and cross-departmental requests.
• Handle order cancellation requests promptly and accurately.
• Coordinate directly with warehouse staff on order updates, changes, and special handling.
• Upload final purchase orders and related documentation to F20.

Returns, Logistics, and Credit Requests

• Follow up with the credit department on time-sensitive or held orders.
• Review MN 19 screens regularly and maintain detailed order logs in F8 notes.
• Provide tracking updates and precise estimated time of arrival (ETA) details to clients.
• Collaborate with internal logistics and freight carriers to resolve shipping disruptions.
• Submit freight quote requests through UPS carrier systems or the internal Operations department for domestic and international parcel or freight shipments.

Team Leadership and General Support

• Serve as a primary point of contact to build long-term relationships with outside sales representatives and key accounts.
• Respond to requests for basic quotes, open follow-up issues, bid registrations, updates, and Salesforce quotes.
• Maintain working knowledge of ProAV hardware, vendor specifications, and active project requirements.
• Mentor and train team members on operational best practices across regional territories.
• Act as a key resource and escalation point for order entry questions, delivery challenges, and customer dispute resolutions.
• Authorize up to $500.00 in credit adjustments for freight or customer service-related issues.
• Work closely with the Inside Sales Manager and Director to identify training needs and address performance or process issues before escalation.
• Help coordinate team coverage with management during planned out-of-office periods or high-volume surges