A good inside customer service rep is really an inside sales rep. But most of what is called CSRs are just order takers. I do agree that a great deal many of transportation companies don't need full time salespeople because they are simply don't have the resources to support one until they ramp up. The same for a lot of brokers out there. A salesperson (and I do this to) blends time by making new prospecting calls and account maintenance calls ... it doesn't matter so much whether these are FtoF, phone or email. As far as I'm concerned, I work at the customer's comfort level and that is the secret to building business.