JOB TITLE: Inside Sales and Service Representative (Maintenance and Administration)
STATUS: Full Time Non-Exempt (40 hours per week)
DEPARTMENT: Sales/Marketing
SUPERVISOR: Inside Sales and Service Manager
LOCATION: San Luis Obispo and Santa Barbara Counties
HOURS: Monday through Friday with occasional after-hours and weekend work as needed
PAY RANGE: Base Pay: $32–$36 per hour, plus performance-based incentives
JOB SUMMARY:
The Inside Sales and Service Representative (ISR) plays a critical role in supporting the growth, profitability, and customer experience objectives of JB Dewar, Inc. for both new and existing customers. This position is responsible for managing assigned customer accounts, generating new business opportunities, supporting designated Outside Sales Representatives (OSRs), and providing operational and administrative support to the sales organization. The ideal candidate is highly organized, customer-focused, collaborative, and capable of balancing multiple priorities in a fast-paced environment.
The ISR serves as a primary point of contact for customers by delivering responsive, solution-oriented service through phone, email, and in-person communication. Responsibilities include account management, quoting, order coordination, lead generation, customer onboarding, issue resolution, reporting, and cross-functional coordination.
In addition to core sales and customer service responsibilities, each ISR maintains a designated specialty area of operational ownership, with the “Maintenance and Administration” lines of business being the core focus for this role. The Inside Sales and Service Representative (ISR) for Maintenance and Administration is dedicated to enhancing the growth and profitability of JB Dewar, Inc. In this capacity, the ISR focuses on optimizing product delivery workflows, establishing consistent service standards for clients, and collaborating closely with the operations and dispatch departments to facilitate seamless delivery logistics. Additionally, the ISR Maintenance & Administration owns and maintains mechanical and facilities maintenance scheduling communications to customers and internal partners, including Work Orders, Customer Requests, and Loaned Equipment.
ESSENTIAL SKILLS & PRIMARY RESPONSIBILITIES
Account Management & Business Development (Approximately 30%)
- Manage and support an assigned portfolio of customer accounts.
- Maintain strong customer relationships through proactive communication and exceptional service.
- Identify and pursue new business opportunities through prospecting, networking, referrals, cold-calling, and email outreach.
- Reengage inactive or lost accounts.
- Develop and execute contact plans for assigned customers and prospects.
- Provide pricing, quotes, proposals, and product/service recommendations to customers.
- Maintain and grow current account base through cross-selling and value-added sales techniques.
- Understand customer needs and recommend appropriate solutions and services.
- Accurately document activities, opportunities, and customer information within CRM systems.
- Support company sales initiatives, target marketing campaigns, and growth objectives.
Outside Sales Representative (OSR) Support (Approximately 30%)
- Provide dedicated support to assigned Outside Sales Representative(s) based on market territory.
- Coordinate customer follow-up, quoting, pricing communication, and account support activities.
- Assist with customer onboarding, order processing, and issue resolution.
- Collaborate with field sales personnel to support prospect development and account retention.
- Communicate customer needs and operational concerns to appropriate internal departments.
- Assist with account transitions between inside and outside sales personnel as needed.
- Support fuel pricing communication, scheduling coordination, and delivery-related customer requests when applicable.
Specialty Functional Responsibilities – Maintenance & Administration (Approximately 30%)
- Act as the primary point of contact for incoming telephone inquiries to JB Dewar, operating as the first tier within a triaged, phone-tree support framework.
- Collaborate with Maintenance and Facilities Mechanics, Operations, and Dispatch Teams to ensure smooth delivery and execution of work orders and equipment updates.
- Oversee Work Orders, Loan Requests, etc, and serve as the operational connection to the customer.
- Coordinate with various Departments across the organization to ensure JB Dewar meets customer expectations.
- Maintain and update Standard Operating Procedures (SOPs).
Administrative & Team Support (Approximately 10%)
- Provide backup support to fellow ISRs and other departments as needed.
- Answer incoming calls to JB Dewar as part of a triaged, phone-tree system support team
- Assist with shared administrative responsibilities supporting the sales organization.
- Participate in sales meetings, training sessions, and continuing education opportunities.
- Represent JB Dewar in a professional, ethical, and customer-focused manner.
- Maintain compliance with company policies, procedures, and safety expectations.
- Perform additional duties as assigned.
Dewar Depot Emergency Coverage
- Assist with counter sales and provide product knowledge expertise as needed.
- Execute client invoicing.
SKILLS:
- High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
- Previous inside sales, customer service, or account management experience preferred.
- Strong customer service and relationship-building skills.
- Excellent verbal and written communication skills.
- Strong phone communication and active listening abilities.
- Strong organizational, multitasking, and problem-solving skills.
- Ability to work independently and collaboratively within a team environment.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM/customer management software.
- Ability to prioritize workload in a fast-paced environment.
- Honest, dependable, and self-motivated with strong attention to detail.
- Experience in fuel, transportation, lubricants, logistics, or related industries preferred.
- Experience with Pacific Pride Net, Comdata, Ascend, or Dynamics CRM is a plus.
- Bilingual English/Spanish preferred.
ESSENTIAL PHYSICAL FUNCTIONS:
- Frequent sitting, standing, computer work, and telephone use.
- Frequent bending, reaching, kneeling, and occasional lifting up to 30 pounds.
- Ability to occasionally climb ladders and navigate operational environments as needed.
- Ability to read gauges, screens, and written materials from varying distances.
This job description is not all inclusive. J.B. Dewar reserves the right to change job duties and essential job functions as required by business necessity.
Pay: $32.00 - $36.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
