Inside Sales & Support

Job Description

Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives... Helping our world work better.

ASTM provides an excellent compensation and benefits package including:

Undergraduate and Graduate Tuition Reimbursement

Comprehensive medical, dental, vision, life and disability insurance

Paid holidays, vacation and sick leave

403(b) plan with company match

100% company-funded defined benefits pension plan

Organization Role

The Inside Sales & Support Representative (Level I) serves as a primary point of contact for customers and internal teams, providing transactional, account, digital access, and first-line technical support across multiple business systems. The representative manages assigned work from intake through resolution, processes transactions, documents activity accurately, and partners with internal teams, including Development, when issues require escalation, testing, or process improvement.

Responsibilities

Respond to customer inquiries via phone, email, and web-based channels professionally and in a timely manner

Process orders, account updates, and related customer transactions accurately across business systems

Assist customers with website navigation, account access, digital product access, and basic technical issues

Troubleshoot customer, account, and system issues by gathering relevant information, identifying potential causes, applying established troubleshooting steps, and escalating unresolved or complex issues with complete documentation of symptoms, steps taken, and results

Manage assigned cases and maintainaccurate, complete documentation across CRM, order management, and related systems

Prioritize work based on customer needs, urgency, and business impact while meeting service expectations and deadlines

Partner with internal teams to support issue resolution, order processing, and operational workflows

Identify and escalate potential sales or account opportunities to appropriate teams.

Maintain knowledge of products, systems, and processes through required training, coaching, and available knowledge resources

Identify and communicate opportunities to improve processes, documentation, workflows, or system usability.

Minimum Requirements

Associate degree or an equivalent combination of education, training, and relevant experience

1-3 years of experience in customer service, sales support, administrative support, or a related customer-facing role

Experience using business systems or software applications, with the ability to navigate and troubleshoot web-based applications and customer account issues.

Strong problem-solving, organizational, and prioritization skills, including the ability to manage multiple priorities and recognize when additional investigation or escalation is needed

Strong written and verbal communication skills and proficiency with Microsoft 365 applications

Preferred Qualifications & Competencies

Bachelor's degree in business, communications, operations, or related fields.

Experience in customer support, service operations, order processing, or CRM platforms such as Salesforce.

Demonstrated ownership, collaboration, learning agility, and ability to identify opportunities for improvement.

This job description is not intended to provide an all-inclusive listing of related job activities. Associates may be requested by management to perform other related activities in place of or in addition to those representative activities noted above.

ASTM International

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