What are the responsibilities and job description for the NSP Sales Support Specialist position at D&H Distributing?
Sales Support Specialist, NSP
This is a hybrid role that can be based in either Harrisburg, PA or Tampa, FL.
Working Hours: 9am-5:30pm EST
D&H is growing! Join 100 year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.
Customer facing position combining sales and customer service. Works with the sales teams for the achievement of customer satisfaction, revenue generation, goal achievement and long-term business goals in line with D&H’s vision and values
Responsibilities
CUSTOMER FACING
This is a hybrid role that can be based in either Harrisburg, PA or Tampa, FL.
Working Hours: 9am-5:30pm EST
D&H is growing! Join 100 year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.
- We are empowered by our employee Co-Owners who provide the industry’s best service, and we promote a collaborative culture.
- We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
- As a D&H Co-Owner you receive numerous discounts on services.
- We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.
Customer facing position combining sales and customer service. Works with the sales teams for the achievement of customer satisfaction, revenue generation, goal achievement and long-term business goals in line with D&H’s vision and values
Responsibilities
CUSTOMER FACING
- Manage high volume of incoming calls and respond to all customer inquiries such as ETAs, pricing, inventory and post-sale requests within Partner’s SLA (Service Level Agreement)
- Provide customers with product and service information.
- Keep customer information and activities current by using our CRM tool.
- Resolve customer issues through attention to detail, problem solving, and critical thinking.
- Maintain a thorough understanding of connectivity between D&H and partners.
- Project a professional company image through phone, email and instant message interaction.
- Support sales team, learn D&H and vendor business process.
- Process customer orders and respond to partner inquires sent via phone calls, email and electronic data interface in our proprietary software, CCA.
- Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc) to be able to create and place these kinds of orders independently.
- “Sit in” for reps when they are out of the office, including answering their phone and emails, processing orders, responding to quote requests, and servicing the accounts in this zone.
- Work cohesively and in the support of the Sales Rep and their accounts.
- Order entry, product bids and quotes.
- Adhere to all company policies, procedures and ethics including company attendance policy.
- Review product returns (RMAs) exception requests].
- Interact with vendors as well as co-owners in other departments.
- Attend training sessions as required.
- Meet Service Level Agreements, customer service team goals and targets including call handling quotas.
- Keep work area neat, clean and hazard free.
- Must work in other areas, as needed for cross training and/or workload.
- Other related duties as assigned.
- Education
- Associates Degree or higher education preferred.
- Experience
- 1 to 3 years of office or call center based customer service experience.
