Sales Assistant

Description

Lightology is the largest contemporary lighting showroom in North America. Our goal is to educate our customers on the intricacies of lighting design. With this knowledge, our customers come to appreciate the significant impact that great lighting design can have on their home, office, store, or restaurant. This knowledge, accompanied by a partnership with our staff and our exceptional product line gives our customers all the tools necessary to create an atmosphere uniquely suited to their needs.

Find us at www.lightology.com

Position: Sales Assistant

Position reports directly to the Sales Operations Manager

Job Type: Full-Time

Location: Remote

Pay Rate: $20.00 to $27.00 An hour

As a Sales Assistant with key support responsibilities, you will play a pivotal role in post-sale support, providing an exceptional customer experience. Supporting 2-3 dedicated Sales Consultants, your focus will be on providing timely and accurate order/product information while maintaining effective communication with internal support teams to ensure efficient resolution of any issues. You will play a key role in customer retention initiatives and nurturing trade account relationships. This role is essential for fostering and nurturing strong customer relationships and driving continued success.

Key Responsibilities:

• Customer Support and Collaboration: Act as the primary contact for all customer interactions after an order is placed, handling inquiries related to orders, stock, and delivery, which allows sales consultants to focus on generating new sales opportunities.
• Manage Open Orders and Handle Discrepancies: Ensure customer satisfaction by monitoring open orders, addressing any discrepancies, and resolving issues swiftly. Follow up on returns and exchanges to guarantee smooth processes.
• Handle Returns and Troubleshoot Issues: Manage your consultant’s returns and exchanges, troubleshooting basic technical lighting issues when necessary. Ensure that all issues are handled promptly and efficiently.
• Timely Shipping Updates: Work closely with internal and external vendor logistics teams to provide customers with accurate shipping and delivery information, keeping them informed throughout the process.
• Provide Technical Information and Product Recommendations: Assist customers by offering technical details and selection options tailored to their specific needs and preferences, particularly when the sales consultant is unavailable.
• Provide Substitute Stock Options: Offer alternative product options when items are unavailable, ensuring that customer needs are met with suitable solutions.
• Handle Escalated Inquiries: Act as the primary contact for escalated customer issues, ensuring swift resolution and maintaining a positive experience for the customer.
• Order Fulfillment Coordination: Oversee your sales consultant’s open orders and collaborate with internal and external teams, taking ownership of the communication throughout the entire fulfillment process, ensuring clear communication and coordination to meet customer expectations, from order placement to final delivery.
• Trade Account Management: Nurture relationships with Trade accounts, managing their unique needs and ensuring high levels of satisfaction.
• Participate in *Winback Campaigns: Initiate and execute campaigns aimed at re-engaging former customers and prospects, driving renewed interest and business opportunities.
• Proactive Customer Advocacy: Act as an advocate for customers by offering empathetic problem-solving in all interactions, ensuring their concerns are addressed and resolved efficiently.

Requirements

• Friendly demeanor with a customer-first attitude.
• Highly organized, self-starter with attention to detail and a commitment to accuracy in all tasks.
• Strong multitasking skills, capable of managing multiple projects in a timely manner. 
• Thrives in a fast-paced, deadline-driven environment.
• Ability to learn new computer programs and work across various platforms.
• Previous experience in customer service or sales support roles preferred.
• Familiarity with order management, trade account nurturing, and basic technical troubleshooting.
• Excellent communication and problem-solving skills.
• Passion for design in any form is a plus.

Benefits

• Health, Dental, and Vision Insurance enrollment on the 1st of the month after 30 days of employment 
• 401(k) Retirement plan after 6 months of employment. 
• Up to 80 hours of accrued Vacation Paid Leave, prorated your first year. 
• State and locally-regulated Paid Sick Time. 
• Paid Company Holidays, after 30 days.
• Short Term, Long Term Disability, Life, and AD&D optional Insurance benefits the 1st of the month after 30 days of employment. 
• Company-sponsored Life with AD&D Insurance Coverage.
• Optional Enrollment in Health Care and Dependent Care Flexible Spending Account (FSA).

Salary : $20 - $27