KERR’s Inside Sales team is dedicated to helping customers figure out what they need. Natalie Carrick, Grace Kerr and Darian Dubots work together to connect customers with the right products, information and expertise. Much like detectives, they ask questions, uncover facts and track down answers.
While KERR’s Application Specialists are out visiting customers and working at jobsites, a steady stream of orders and quote requests flows into the Pittsburgh office. Many involve standard replacement parts and restocking items for the ten manufacturers KERR represents.
Even a routine request can require some investigation.
KERR’s Inside Sales Team: Grace Kerr, Natalie Carrick, Darian Dubots
Translating the Customer Request
When a customer calls KERR for a quote, the request may seem straightforward. But in the pipeline industry, equipment and tools can have different names depending on the customer or manufacturer.
For example, when a customer asks for “stoppers,” Grace knows they are referring to T.D. Williamson (TDW) Sealing Elements. A “cutter”—the equipment used to cut a hole in a pipe—is a TDW Wholesaw. To prepare an accurate quote, the team has to translate the customer's terminology into the correct product name and part number in the manufacturer's ordering system.
“It’s interesting how many requests need some kind of analysis. After we figure out what is needed, we follow the naming system used by the manufacturer.”
Searching for Answers
The team follows the clues, starting with gathering as much information as possible.
When a customer asks for gaskets, Darian needs to understand what manufacturer and equipment they are for. The request could involve Pipeline Isolation Gaskets from GPT Industries, gaskets used in Peerless Separators or sealing components by TDW for hot tapping, plugging or isolation operations. Each has a different purpose, application and part number.
Sometimes finding the answers involves going back to the original equipment documentation. In one case, a customer asked for a 2-inch Sandwich Valve. But Sandwich Valves are only available for 4-to 12-inch pipes. By reviewing his history, the team determined that he was looking for a 2-inch ShortCutt Valve for the TDW ShortStopp II machine. They sent him a specification sheet with drawings to confirm. He ultimately ordered a new machine.
“We have decades of records detailing the equipment each customer has and the history of the parts they order. Doing research saves time in pinpointing the right part for the right equipment.”
Equipment manuals can also be especially valuable. When a customer emailed Grace asking for a Sight Glass Rod for 12-inch fittings, she identified the component using an old manual that had detailed machine drawings. She sent a scan of the drawing with part numbers so he could identify the part he needed.
Knowing Who to Call
Product knowledge and research can take the team a long way, but knowing who to involve is just as important.
For technical questions, the first stop is often the Application Specialist. For example, when quoting a BRUEST catalytic heater, the team needs to know the application and requirements for voltage, location, pressure, temperature and pipe size. These details impact product selection, pricing and lead times. The Application Specialist has firsthand knowledge of the customer's equipment and can help clarify the technical requirements.
When the team has exhausted internal resources, the manufacturer may be the next call. This is particularly important when customers have older or obsolete equipment. A discontinued machine may have been replaced by an updated model, with different components and part numbers. The manufacturer can help identify the replacement and explain what has changed.
The Value of Strong Relationships
Beyond product knowledge, Natalie, Grace and Darian have developed solid relationships within the industry.
“After five years, when I see certain customers’ names show up on the phone, I can almost predict what they are going to order or what they need.”
That familiarity becomes especially critical when a customer calls from a jobsite with an urgent request. Projects don’t always go exactly as planned. A missing TDW Thread-O-Ring (TOR) fitting can hold up the work. The team inside provides essential support and coordination for equipment that’s needed at a jobsite.
Strong relationships with manufacturer contacts make a big difference. If the standard lead time is six weeks and a customer needs a part in two, Inside Sales explores the options. Is it in stock? Can the manufacturer expedite it?
Knowing who to call and having established relationships can help open doors when timing is critical.
Two Teams, One Goal
Inside Sales and the Application Specialists have different responsibilities, but they work toward the same goal: supporting customers' repair and maintenance needs, enabling gas pipelines to stay safe.
While Application Specialists focus on customer relationships, technical applications and projects in the field, Natalie, Grace and Darian keep the day-to-day requests moving. They follow the clues, ask the right questions and coordinate with the people who can provide answers.
Their efforts and quick thinking turn a customer's request into the essential products and support that keeps projects moving.
Kerr Engineered Sales Company has been representing leading pipeline repair and performance companies in Eastern US since the company was founded in 1952. Seventy four years later, KERR remains a family business delivering the highest quality service and expertise.
