Internal Sales Customer Service

Internal Sales Customer Service | Metroll Pakenham

What we do

Metroll is a leading Australian manufacturer and supplier of steel building products, including roofing, cladding, rainwater systems, structural steel, and fencing. Our products support residential, commercial, industrial, government, and rural projects across the country.

About the role

The Internal Sales Customer Service is responsible for providing exceptional customer service and sales support within a busy metal and steel manufacturing environment. This role focuses on managing inbound enquiries, preparing quotes, processing orders, coordinating with production and logistics teams, and maintaining strong relationships with both new and existing customers.

Key Responsibilities

• Handle inbound sales enquiries via phone, email, and in person from trade and industrial customers.
• Prepare accurate quotes, pricing, and product recommendations based on customer specifications and manufacturing capabilities.
• Process and manage customer orders through the system, ensuring accuracy and timely delivery.
• Liaise with production, warehouse, and transport teams to coordinate order status, lead times, and dispatch schedules.
• Maintain and update customer records, pricing, and account details.
• Provide technical product support and assist customers in selecting appropriate steel and metal products (sheet, coil, tube, beam, etc.).
• Follow up on quotes and outstanding orders to maximise conversion and customer satisfaction.
• Identify opportunities for upselling and cross-selling to drive sales growth.
• Support external sales representatives with customer insights, stock availability, and pricing information.
• Resolve customer issues promptly and professionally to maintain long-term relationships.
• Contribute to continuous improvement of sales processes and customer service standards.

Skills and Experience

• Previous experience in internal sales, customer service, or sales support within a metal, steel, building materials, or industrial manufacturing environment.
• Strong product knowledge of steel, sheet metal, or related materials (preferred but not essential).
• Proven ability to interpret technical drawings, material lists, or specifications.
• Proficient in ERP or CRM systems (e.g., SAP, Pronto, or similar).
• Strong attention to detail and accuracy in data entry, quoting, and order processing.
• Excellent communication and interpersonal skills.
• Customer-focused mindset with a proactive approach to problem solving.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Qualifications

• Experience in metal or steel distribution/manufacturing industry highly regarded.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• Proficiency in Pronto is highly recommended.

What We Offer

• Opportunity to work with a leading name in the metal and steel manufacturing industry.
• Supportive, team-based environment with on-the-job training.
• Career growth and development opportunities across sales and operations.