Sales Support Specialist

General Summary

Under the general direction of the Director Sales Support N.A., the Sales Support Specialist is responsible for timely and efficient processing of customer orders, returns and other related sales support duties. This position functions as part of a team in a sales support environment and is responsible for answering a broad range of questions to achieve a high level of customer satisfaction and build strong internal/external customer relationships.

Primary Duties and Responsibilities:

Processing customer orders and returns

• Reviews and processes orders received via phone, e-mail and fax from customer or sales representative/key account manager and Electronic Data Interchange (EDI) orders in a timely and accurate manner
• Provides return authorization numbers and instructions on how to return product to various warehouses.
• Processes credit and re-bill transactions as required.
• Allocates inventory when product is available; including back orders and consigning orders to ship cost effectively.
• Creates open order reports and saved searches in NetSuite and provides them to sales representatives and key account managers weekly or as required.
• Ensures orders processed are shipped in a timely manner.
• Communicates any issues impacting customer satisfaction such as, inventory shortages, customer back orders, difficulties processing orders and delayed shipments with key stakeholders.
• Invoice DC and FOB container orders.

Providing customer service for Inside Sales

• Answers independent dealers with regards to product specifications, availability of inventory, status of orders and booking of pick-up or delivery appointments.
• Identifies, records and resolves customer complaints with the assistance of sales representative, key account managers, if required escalates to management
• Assists the sales representatives and key account managers by providing inventory status and other relevant reports (as required)
• Responds to customer email/phone/fax requests for product detail and dealer locations utilizing company tools provided.

Processing of Damage Allowance and Price Adjustments

• Negotiates damage allowances within a specified range provided by management
• Reviews and approves price adjustments.
• Files/processes claims against carriers for shortages and damages.

Trade shows

• Assists the sales and marketing team with trade shows by entering product orders, returns, and credit/rebills as needed.

Knowledge & Education Required:

• A minimum of one year’s experience in customer service or inside sales including order entry is required.
• A university or college degree in business administration or equivalent combination of education and experience considered an asset.
• Must be able to demonstrate strong customer service skills related to; the ability to build and maintain lasting relationships with key business partners, internal and external, professional communication skills, effective listening and problem-solving ability.
• Must have excellent multi tasking ability and strong attention to detail.
• Must be proficient in MS Word and Excel.
• Experience with ERP software is considered an asset.

Working Conditions

The Sales Support Specialist works in an office setting. The individual spends most of his/her time in a seated position. Frequent data entry and phone communication in a sales support environment is required of the individual.