Inside Sales Representative at Xylem in Norfolk

Position Summary

The Inside Sales Representative (ISR) is responsible for driving revenue growth by managing inbound and outbound sales activities, supporting field sales teams, and delivering exceptional customer service. This role serves as a critical point of contact for customers, providing equipment rental solutions, pricing, availability, and coordination to ensure a seamless customer experience.

The ISR reports to the regional sales manager and partners closely with outside sales, operations, and branch teams to maximize fleet utilization and achieve revenue and profitability targets.

Key Responsibilities

Sales & Revenue Growth

• Respond to inbound customer inquiries via phone, email, and digital channels regarding equipment, availability, and pricing

• Generate quotes and convert opportunities into confirmed rental contracts

• Proactively identify and pursue sales opportunities through outbound calls, bid tools, follow-ups, and account development

• Support strategic growth initiatives within assigned territories, industries, or business units

• Upsell and cross-sell specialty products, services, and value-added solutions

Customer Relationship Management

• Build and maintain strong relationships with new and existing customers

• Act as a trusted advisor by understanding customer needs and recommending appropriate rental solutions

• Ensure high levels of customer satisfaction through responsiveness and issue resolution

• Maintain accurate customer records and activity in Salesforce

Operational Coordination

• Collaborate with branch operations, logistics, and field teams to ensure timely delivery and pickup of equipment

• Resolve order issues, billing discrepancies, and service concerns efficiently

• Ensure compliance with company policies, safety standards, and contract requirements

Support to Field Sales

• Partner with Outside Sales Representatives (OSRs) to support key accounts and project-based opportunities

• Prepare quotes, contracts, and supporting documentation for large or complex deals

• Assist with pipeline management, reporting, and sales tracking

• Help drive territory coverage and customer engagement between field visits

Qualifications & Requirements

Education & Experience

• Bachelor’s degree in Business, Sales, Marketing, or related field (preferred), or equivalent experience

• 2–5 years of inside sales, customer service, or equipment rental industry experience

• Experience in construction, industrial, or specialty rental environment is a plus

Skills & Competencies

• Strong sales acumen with proven ability to close and grow business

• Excellent communication skills (phone, email, and interpersonal)

• Customer-focused mindset with strong problem-solving abilities

• Ability to multitask and manage competing priorities in a fast-paced environment

• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office

• Detail-oriented with strong organizational skills

Key Performance Indicators (KPIs)

• Revenue growth and rental volume

• Quote-to-order conversion rate

• Salesforce Accuracy

• Customer retention and satisfaction

• Call activity and outbound prospecting metrics

• Fleet utilization and margin contribution

Work Environment

• Primarily office-based role within a branch or remote

• Frequent communication with internal teams and customers

• May require occasional extended hours to support customer needs

Core Responsibilities

• Answer incoming calls, emails, and web requests

• Maintain ongoing contact with repeat and B/B+ customers

• Process Book & Bill Opportunities

• Fully utilize Sales Force/Deal Manager for all sales processes/opportunities

• Partner with OSR’s to:

• Manage A accounts and schedule appointments for new/follow-up visits

• Prospect and provide leads/Bid schedules information

• Utilize Construction Network Platforms to identify sale opportunities

• Track opportunities and support submission/completion of sales tasks/paperwork

• Qualify inbound leads

• Act as the day-to-day contact when outside reps are in the field

• Build relationships with contractors, buyers, and procurement teams

• Support A/R efforts for both A & B Customers

• Follow up on quotes and past rentals

• Quote equipment/products and confirm availability

• Apply discounts, contract pricing, and promotions within guidelines

• Create rental contracts, orders, and reservations

• Modify or cancel bookings as needed

• Match customer needs to available fleet

• Recommend alternatives when inventory is tight

• Upsell add-ons (attachments, services, delivery, protection plans)

• Cross-sell related products or services

• Equipment rental: add fuel, damage waiver, delivery, accessories

Goals:

• Assist with maintaining compliance for sales/revenue process

• Turn opportunities into orders

• Keep customers engaged daily

• Coordinate with operations

• Remove friction from the sales process

The estimated hourly rate for this role is $35.00/hr - $41.00/hr

#LI-NP1