SALES SUPPORT SPECIALIST

The Sales Support team is an integral part of our Customer Experience team, working directly with our Regional Sales Managers, and our key customers.   

The Role: 

The following is a brief description of some of the duties and responsibilities but is not limited to:

• Communicate with the Regional Sales Managers to gain understanding of their sales plans and customers with an overall goal of increasing proactive support levels and cohesive account management. 
• Conduct meetings with customers to assist with purchase order review, order status updates, production schedules, while driving overall support of key customers.
• Create and maintains open order reports and document changes in ERP system.
• Respond to customer inquiries in a same business day manner via phone and email.
• Must be efficient in gathering order updates along with revised Purchase Order approvals in order to meet fluid needs of key customers.
• Must be able to remain confident with many competing customer interests.
• Develop improved business processes with a deep working knowledge of all functions who intersect with the order to invoice process.
• Develop customer confidence and protect operations by supplying customers with valid and useful product and order knowledge.
• Inputs data into ERP system and strives for 100% error-free transactions.
• Work cross-functionally, across business brands, to ensure customers are always kept informed and RSMs are fully supported for business needs.
• Must be able to search and run reports proactively from ERP system in order to keep the sales team informed and each order moving within lead times.
• Provide cross-training to other Sales Support Specialists for coverage needs and to close any knowledge gaps regarding brand specifics and nuances.
• Drives process changes and helps build deeper relationships internally and externally.
• Plan and adjust schedule accordingly to ensure seamless coverage of customers in varied US time zones. 
• Accept other responsibilities as requested by the Customer Experience Manager.

The Ideal Candidiate:

The following is a brief description of processes in the technical expertise duties but is not limited to:

1. Proficient in Microsoft Office, especially Excel, but also including Word and Outlook
2. SAP knowledge is a plus
3. Attention to detail

EDUCATION/EXPERIENCE:

• High School Diploma

• 4-year College Degree, equivalent experience will be considered

• Ability to work in a face paced environment.

• Ability to communicate and interact effectively in all situations.

• Minimum five years Customer Service experience.

• Minimum two years related Sales Support experience

• Knowledge of customer service principles and practices

• Experience communicating through multiple channels and handling multiple customer queries through different channels effectively.
• Proficient with standard office applications (i.e., Word, Excel, PowerPoint, etc.)