Inside Sales and Support Representative

C. F. Martin & Co., Inc.® has been making the finest handcrafted acoustic guitars since 1833. For
the biggest names and the most revered musical legends. For the pioneers, the rebels, and the
dreamers. For anyone who cares about music and loves making it. There's a passion that runs
through this organization. From our employees to our loyal customers to our business partners
across the globe. This passion fuels our ambition to make the very best tools designed to help
every artist share their music with the world for generations to come. Nearly 200 years of
making great music and unleashing the artist within. And we're ready for the next 200. Want to
come with us?

JOB TITLE Inside Sales and Support Representative
DEPARTMENT Sales
REPORTS TO Director of Sales, North America

Summary Description:
Under the direction of the Director of Sales, North America, the Inside Sales and Support
Representative will drive sales growth by managing an assigned book of business. In addition,
this position will work closely with their assigned District Sales Managers to manage dealer
accounts, enter orders, maintain accurate forecasts, and provide top-class service. This role
serves as a key communication bridge between external accounts and internal teams, ensuring
timely order processing, strong customer relationships, and consistent execution of Company
programs and sales initiatives.

The Representative supports all sales and service operations for a domestic territory, including
dealer support, account servicing, issue resolution, CRM updates, sales reporting, contract
support, and participation in trade events. The role upholds a customer-centric approach and
contributes to overall departmental and Company sales goals.

Specific Duties and Responsibilities:

Account Management and Communication

Maintain regular contact (verbally and electronically) with assigned dealer/DSM
accounts.
Communicate Company programs, promotions, and policies to assigned
accounts.
Maintain and improve accuracy of customer contact data.
Maintain detailed CRM (i.e., Salesforce, etc.) activity records and coverage goals.
Support assigned District Sales Managers (DSM) and internal teams.

Order Processing, Forecasting and Fulfillment

Enter and manage domestic account orders for entire territory.
Develop and maintain accurate forecasts for assigned accounts.
Responsible for assigned territory order entry, monitoring fulfillment and
shipping, and assisting with credit issues as requested.
Support dealer portal usage.

Assigned Territory Issue Resolution and Support

Resolve order discrepancies (pricing, shortages, shipping errors).
Issue return authorizations and manage product returns.
Work with Customer Service on parts, technical support, and related issues.
Coordinate with Accounts Receivable regarding payment issues.
Communicate arising issues to management and work toward resolution.

Assigned Territory Sales Support and Growth Initiatives

Responsible for achieving sales goals for guitars, strings, and accessories in the
assigned accounts.
Support and complement DSM sales initiatives.
Help develop sales strategies alongside management.
Work with assigned DSM to utilize Marketing Development Funds to support
dealer growth.
Assist DSM with sales samples.
Support contract renewal processes and compliance for all accounts.
Support territory account objectives and goals under the direction of the
Director of North America Sales.

Assigned Territory Systems and Administrative Responsibilities

Maintain working knowledge of internal systems (Syteline, Salesforce).
Support Lean initiatives to enhance process efficiency.
Submit weekly call reporting.

Events, Trade Shows and Special Programs
Support festivals, dealer events, and trade shows.
Support Factory tours and dealer visits.

General & Cross-Department Support

Collaborate with Marketing, Artist Relations, Customer Service, and other
departments.
Support hybrid/remote schedule needs.
Perform all other duties assigned by management.
Treat coworkers and visitors equally regardless of protected characteristics.

Position Requirements:

High School diploma or equivalent; college degree preferred.
Excellent communication (verbal and in writing) and presentation,
relationship-building, and selling skills.
At least 2 years' experience with inside sales and/or customer service.
Working knowledge of Company products.
Proficiency in Syteline order entry, Salesforce preferred.
Proficiency in Microsoft Office products (PowerPoint, Outlook, Word, Excel)

Core Competencies:

Adaptability
Aligning performance for success
Building partnerships and trust with internal and external customers
Effective cross-functional communication
Managing conflict
Change agent
Ability to work independently and collaboratively
Analytical thinking
Decision making
Planning and organizing work
Commitment to personal learning/knowledge growth