Inside Sales Representative

Job Description

Inside Sales Representative | Dover Food Retail (DFR)

The Tone:
DFR is a leading manufacturer of display cases, refrigeration systems, and related specialty products, recognized for innovating in glass doors and intelligent merchandising technologies under brands like HillPhoenix and Anthony. This is a full-time Inside Sales Representative role at Dover Food Retail (DFR), located in Richmond, VA. This position plays a key part in the Customer Experience team, focusing on supporting sales managers and representatives by ensuring seamless order processing and accurate pricing. The role is critical for providing exceptional customer service from initial quoting through post-shipment support, fostering positive customer journeys.

The TL;DR
• Role: Full Time
• Type: Monday – Friday, 9:00 AM – 6:00 PM
• Location: Richmond, VA (In-person)

• Team: Customer Experience Team, reports to Customer Experience Manager
• Mission: Drive customer satisfaction and support sales efforts by managing the full order lifecycle, from initial quoting and accurate pricing to post-shipment support and proactive issue resolution.
• Tech Stack: AS400, Microsoft Office Suite (Excel, Outlook, Word, Teams)

What You’ll Actually Do
• Customer Service: Provide responsive, high-quality customer service across all touchpoints, ensuring a positive customer experience.
• Order Processing: Initiate and manage pre-sale activities, including providing product knowledge, preparing accurate quotes, and ensuring timely order entry.
• Sales Support: Collaborate closely with sales managers and commissioned representatives to facilitate quoting processes and support efficient order fulfillment.
• Issue Resolution: Proactively troubleshoot and resolve customer concerns and issues throughout the sales and post-shipment phases.
• Relationship Management: Build and maintain strong, collaborative relationships with both internal teams and external clients to assure customer satisfaction and post-shipment follow-through.

The Must-Haves
• Background: Candidates must possess a High School Diploma or GED. An Associate’s or Bachelor’s degree in Business, Communications, or a related field is preferred.
• Experience: Requires a minimum of three years of experience in either customer service or inside sales roles.
• Skills: Demonstrated strong attention to detail and organizational capabilities; ability to read and interpret basic technical drawings; excellent verbal and written communication skills; proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams).
• Bonus: Bilingual (Spanish) is a plus, as is experience with AS400 or similar mainframe systems.