What are the responsibilities and job description for the Sales Support Specialist position at 1Concier?
JOB DESCRIPTION
Title: Sales Support Specialist
Department: Customer Success
Reports to: Customer Success Supervisor/Manager
Status: Non-Exempt/Hourly
Location: West Coast/CA or NV
Company Overview: 1Concier is a leading manufacturer and provider of luxury linen products in the B2B hospitality, healthcare, commercial laundry sectors, operating across the United States, Canada, Mexico, Panama, and the Dominican Republic. 1Concier was formed from the merger of Riegel Linen, Harbor Linen, and T-Y Group. Combined we want to be the number one choice and one-stop shop for all customers’ linen needs. We provide quality products, optimized inventory, world-class service, and value no one can match.
We are looking for a talented and detail oriented Sales Support Specialist to join our company.
Position Summary: The Sales Support Specialist will be responsible for assisting the sales team with various tasks that drive sales processes, managing customer relationships and providing post-sales support to ensure long-term customer satisfaction. This role will be pivotal in ensuring customers have a seamless experience throughout the sales lifecycle and beyond, resolving any issues, answering inquiries and supporting customer retention efforts. Responsibilities include tracking sales leads, coordinating quotes, providing customer service, and managing customer accounts. The role supports day-to-day communications with current customers concerning order entry, follow-up of orders, pricing, and order status inquiries.
Responsibilities:
Customer Engagement
· Act as the primary customer advocate for assigned accounts with respect to the entire order fulfillment process including pricing, delivery, and quality of products supplied
· Guide customers through every step of a sale and providing excellent customer service
· Ensure orders are processed with accuracy and on time (within 24 hrs. or less)
· Provide product substitutions as needed
· Assist with quote processing as needed
· Process sample orders
· Respond to and provide resolutions to customer complaints and questions
· Follow-up on order status, item availability, credits and returns, and any other order-related issues
· Inform customers of unforeseen delays or problems in a timely manner
Collaboration and Teamwork
· Coordinate with the logistics team to ensure timely delivery of products or services
· Act as a point of contact between the sales team and other departments, ensuring effective communication and smooth operations.
· Managing customer accounts by requesting updates through the proper channels and generating customer reports as needed.
· Work open-order reports to move orders through the system and ensure timely shipping
· Maintain a thorough understanding of the company’s products and services
Sales Support
· Track sales leads and web requests using CRM
· Manage inbound calls in a timely manner, and provide support to various Sales and Service groups within the organization
· Foster a positive working relationship with the assigned accounts
· Perform administrative duties, run reports and assist with special projects associated with Customer Support
· Coordinate and assist with sales-related activities
Requirements:
· Strong understanding of sales principles, practices and techniques to support the sales team effectively
· Excellent time management and organizational skills.
· Ability to work independently and plan own assignments according to general/broad work plans
· Strong professional conversation etiquette
· Strong communication skills and the ability to explain concepts in simple terms are used to help the customer work through problems and accurately describe products
· Strong problem-solving skills. Must be able to use critical and creative thinking to identify and resolve issues with products and orders
· Superior interpersonal skills to form strong relationships with the sales team, fostering cooperation and collaboration
· Team player – Must work well with others, be adaptable and personable
· Can do attitude and willingness to assist in other areas as needed as it relates to increasing sales efforts
· Ability to remain calm under pressure
· Keen attention to detail with good follow-up skills
Education/Experience:
· Bachelor’s degree in business, marketing, or related field (preferred but not required)
· 2-4 years’ experience in sales support, customer success or customer service role
· Excellent verbal and written communications skills with the ability to build strong relationships with customers
· Strong problem-solving abilities, with a customer-centric approach to resolving issues
· Ability to work independently, manage time efficiently and handle multiple tasks
· A positive solution-oriented attitude with a passion for helping others succeed
· Proficiency in CRM software and Microsoft Office Suite
· ERP experience preferred, Business Central a plus
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly required to:
Hear, talk and listen, stand, walk, sit, and lift up to 10 lbs.
Ability to travel up to 25%
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Benefits:
The opportunity for you to evolve your career within a fantastic company culture which includes:
• Competitive Compensation Package
• 401K Match
• Healthcare, Dental & Vision Benefits
• Paid Time Off
• Discounts
EOE
Salary : $18 - $20
