Sales Support Specialist

Profile

(Las Vegas, NV)
Basic Functions
The Sales Support Specialist is responsible for managing a customer order mailbox and handling telephone calls for our Food Service Technology (FST) and TransAct Services Group (TSG) which includes supporting a number of our key accounts recurring orders. There will also be customer contact with questions pertaining to our products or the status of orders. Processing orders includes entering specific customer product and service requests into our system, coordinating the delivery of products – scheduling, shipping method, shipping carrier options, communicating with key customer contacts and also with remote staff in sales, operations and manufacturing planning to facilitate the timely delivery of products. The Sales Support Specialist must have excellent communications skills, oral and written, a pleasant, professional telephone manner and solid organizational and planning skills.
This role requires that the incumbent be organized and accurate with regards to understanding the customer request and then entering orders to ensure order processing is completed. Experience using an ERP system and/or a CRM management tool is a plus. Understanding payments, invoicing and using Excel for reports and tracking is also essential. They must enjoy customer service and helping people. They must be comfortable with a fast paced, dynamic team environment where aggressive goals are set and that is continually changing and growing to meet the demands of our customers.
Nature and Scope
This position reports to the Manager, UAT and Customer Support and takes instruction and daily guidance from the Sales Support team leader in an open office environment. No one reports to the incumbent.
The Sales Support Specialist is responsible for handling customer inquiries and orders and scheduling the delivery of products and repair services for advanced exchange and warranty (RMA). In this regard, the incumbent interfaces regularly with contacts internal and external to the TransAct organization. Internally, the incumbent interfaces with personnel from all departments and warehouses including: sales (field and inside) and marketing, operations, shipping, purchasing/planning, technical support, accounting and engineering. External to the organization, the Sales Support Specialist interfaces regularly with customers (including VARs and OEMs) or potential customers. Responsibilities include, but are not limited to:
Order Processing: Processing consumable orders for FST & TSG that are received from our website, Sales Inbox and Label Inbox and via telephone. Confirms product availability and pricing to the customer and enters the information into our ERP System (Oracle & NetSuite).
Problem Solving: Researches and handles any discrepancies or problems such as credit issues, miss-shipments, short-shipments, and interfaces with the services group to address issues that the customers feel have not been resolved.
Monitor Inventory: As focal point for Sales Support team with recurring orders, this role is dependent on on-hand inventory and adjusting orders accordingly as well as informing the rest of team. Other reporting responsibilities may also be assigned.
Post Sales Inquiries: Tracks orders and responds to all customer inquiries about orders, issues with product received and invoicing/payment. This role may evolve to outbound contact to support Restaurant Solutions orders by franchisees.
Phone Queue, Sales Mailbox: Answers the phone for FST & TSG Consumables and SRT requests. Responsible for monitoring the sales mailboxes for incoming inquiries and orders. Distributes inquiries properly and efficiently.
Special Projects: Support manager on special projects upon request.
The Sales Support Specialist is also responsible for generating various sales reports on a regular basis for distribution. These reports provide critical information such as: open orders, on-hand inventory and revenue results. The incumbent may also make entries into the sales opportunity data base (Salesforce.com) and could help to maintain this data base for all assigned customers and territories.
The incumbent also provides administrative support by organizing and maintaining all files for assigned inquiries, customers and territories.
Qualifications
The Sales Support Specialist should possess a minimum of an Associate’s Degree in Business or some college education and/or equivalent and a minimum of three years of administrative support or computerized ERP order processing experience. In addition, direct telephone selling experience is an asset as outbound contact with customers could become a focus. The incumbent must be computer literate and should be proficient using word processing, database entry, ERP, CRM and Excel. The incumbent must have excellent communications skills, oral and written, a pleasant, professional telephone manner and solid organizational and planning skills. Incumbent must possess a positive attitude, have excellent interpersonal and customer service skills, be a team player and be confident on the telephone.
Essential Functions
1. Effectively and quickly assist customers with assessing their product needs.
2. Correctly process consumable orders and RMA requests.
3. Effectively multi-task and provide phone support.
4. Research and resolve discrepancies surrounding the processing of orders or RMA request.
5. Understand and advocate for company products and enjoy providing exceptional customer service.
6. Provide back-up and support to others on the sales support team.
7. Prepare, analyze and distribute a variety of sales and invoicing reports.
8. Proactively identify, propose and establish agreed upon process improvements within scope of responsibilities.

Company info

Sign Up Now - SellingCrossing.com