Sales Support Specialist

Stran and Company, Inc. is currently seeking candidates to fill full-time openings as a Sales Support Specialist. The Sales Support Specialist is an integral member of the Sales team. This individual must have an entrepreneurial spirt, be willing to learn, and be able to work independently. The Sales Support Specialist position is a great place to start your Sales Team Career path at Stran!

Position: Sales Support Specialist (Full Time non-exempt). This role will be in an office, hybrid and/or remote based on experience.

The Sales Support Specialist (SSS) is a critical role part of the Sales Team that provides timely, professional, consistent, and effective service to Stran’s clients and internal Stran Team members specific to pre-sale and post-sale activities. The SS’s primary responsibility and focus is on post-sale activities but should always seek to find opportunities to participate in pre-sale work in support of the Sales Team. The SS should always be looking for ways to enhance and improve the client experience and should follow the provided best practices to maximize consistency, accuracy, and efficiency of their work and the overall order life cycle. The SS will have regular communication with Stran clients, internal team members, suppliers, and other outsourced partners helping to ensure orders in process are priced correctly, proofed accurately, stay on schedule for on-time delivery, and close out accordingly, so Stran can invoice our clients accurately and timely. The SS should be very organized, systematic, and communicate clearly to provide a top-notch order experience and overall client journey with Stran.

Reporting: This position will report to the Director of Client Service Manager and the Client Services Manager.

Essential Duties and Responsibilities in this role:

▪ Process orders for the Sales Team as needed.

▪ Responsible for post-sales order trafficking which includes, but is not limited to issuing of PO’s, artwork submission, artwork proofing, production approvals, ship date confirmations, order tracking, close out of orders to prep for client invoicing, order resolution, etc.

▪ Responsible for managing Work-In-Process (WIP) to ensure orders are moving through the process efficiently. When orders are sitting with no movement beyond standard timelines, the SS should inform the EBE / SAE / SAM / PM. If the EBE / SAE / SAM / PM do not take action, the SS should advise Sales Leadership, to ensure the WIP is kept current.

▪ Utilize outsourced service partners, such as AWS, when applicable.

▪ When post-sales order trafficking responsibilities are up to date, request opportunities to support pre-sale activities such as product sourcing and presentations to help drive new sales opportunities.

▪ Interact professionally and accurately with Stran clients and Sales Team regarding the status of booked orders.

▪ Ensure the smooth flow of an order, handling client issues, and enquires promptly as they arise.

▪ Verify client and order information for correctness, checking it against previously obtained information as necessary.

▪ Follow up on orders after they have been booked in Stran systems to ensure the orders have been received by suppliers to help ensure orders flow on schedule to meet in hands dates.

▪ Call clients as needed to advise order paperwork is in their email inbox and motivate them to sign off quickly to keep orders moving without delay.

▪ Ensure that client order approvals are obtained and promptly relay to suppliers.

Address and solve all in-production issues with suppliers on orders in writing and obtain documented confirmation, including all acknowledgments and paper proof approvals.

▪ Keep the Sales Team informed of order status and communicate any delays or problems as they may arise, so Stran can problem solve before it may be too late.

▪ Manage the order proofing process by working with suppliers, clients, the Sales Team to provide proper information in a timely and accurate manner.

▪ Communicate with clients and internally as needed regarding their order, to include, but not limited to, stock issues, production delays, art changes, and accounting issues such as researching and processing payment issues, reviewing purchase orders, collecting payments on past due or current orders etc.

▪ Respond and resolve inquiries from clients regarding invoice, pricing, credits, returns, terms of contract, proof of delivery, etc.

▪ Execute sourcing exercises and price comparisons when requested by the Sales Team and provide a recap / overview of the findings in a professional manner.

▪ Utilize Stran system records and order data to recognize repeat business opportunities. Share the info with the Sales Team to help drive sales opportunities.

▪ Learn and fully understand Stran’s order management and ERP systems.

▪ Learn and understand Stran’s product sourcing tools and protocol.

▪ Attend supplier meetings for promotional product education and share ideas / insights with the Sales Team and clients when applicable.

▪ Always be learning the brand guidelines of Stran’s clients to help drive brand compliance.

▪ Act as a Sales Team advocate and partner helping drive business results.

▪ Maintain all internal and client service level agreements (SLA’s).

▪ Provide administrative, clerical, and client support as needed.

▪ Create a relationship with the Sales Team to develop seamless interface with clients.

▪ Identify underlying issues, causes, and work towards solving and improving Stran systems for both immediate and the long-term.

▪ Support the Sales Team in adhering to all client contract terms.

▪ Understand, interpret, and help the Sales Team ensure all client brand guidelines are adhered to.

▪ Take part in weekly meetings with clients and internal Stran Sales and Shared Services Teams to help identify, prioritize, and execute deliverables.

▪ Maintain proper use of Stran systems.

▪ Recognize bottlenecks and opportunities for improvement in the sales process.

▪ Maintain accurate data for accounts, contacts, and client records in Stran systems.

▪ Support the Sales Team on client aging reports and assist in getting clients’ accounts current as needed. ▪ Document and follow up on internal tasks from weekly team calls to confirm they are organized to be completed on time.

▪ Attend company training, meetings, and events as required.

▪ Establish and maintain a commitment to professional development.

▪ Cover for other Sales Support Specialists as assigned by Sales Management.

▪ Support any additional activities assigned by the Sales Team or Sales Leadership.

Major Activities and % of Time:

Activity

% of Time

Post-Sales: Administrative functions, oversight of order trafficking, reporting analysis etc.

70%

Pre-Sales: Product research, sourcing, presentations, quotes, samples, virtual mockups, etc.

15%

Continuous improvement efforts and problem resolution.

15%

Supervision & Guidance:

• Client Services Manager
• Director of Client Services
• Sales Team
• 1/1’s and Team meetings
• Order trafficking metrics/ KPI’s

People Supervised: No direct reports, but involvement working with and overseeing the output of the Sales Team and outsourced partners such as AWS.

Contacts in the Organization:

• Executive Team
• Sales Leadership Team
• Sales Team
• Client Services Team
• Company Store Program Team
• Operations Team
• Finance and Accounting Team
• Marketing and Merchandising Team
• Creative Services Team
• Human Resources
• IT Team
• Reporting and Analytics Team

External Contacts:

• Client contract holder and stakeholders
• Suppliers
• Decorators
• Warehouse
• Other Service Providers

Skills & Education Required:

• Associate or bachelor’s degree is preferred.
• Proven experience in a customer service role, preferably from the Promotional Products Industry.
• General understanding of how promotional products are utilized.
• Advanced computer skills (Microsoft office products).
• Excellent written and verbal communication skills.
• Able to effectively communicate and negotiate with clients and suppliers to achieve mutual objectives.
• Ability to communicate directions and expectations clearly and efficiently.
• Ability to manage and prioritize a multitude of projects simultaneously.
• Demonstrated strong judgment and decision-making skills, with the ability to identify, prioritize, and articulate high-impact initiatives.
• Skilled in active listening and effective communication with clients, suppliers, and internal team members.
• Exceptional time management and organizational skills, ensuring efficient project execution and delivery.
• Experience and willingness to work in a CRM.
• Extremely high attention to detail.
• Detail-oriented with a high level of accuracy of documentation.
• Capable of applying company guidelines, exercising good judgment, and making informed decisions to overcome challenges and achieve desired outcomes.
• Ability to work in a fast-paced environment and problem solve.
• Ability to work independently and with a team.
• Ability to stays focused under pressure.
• Able to handle change easily and quickly.

Personal Characteristics Required:

• Professional demeanor, high integrity.
• Enthusiastic and charismatic.
• Assertive and competitive.
• Creative and resourceful.
• Flexible, with the ability to work efficiently under stress.
• Self-motivated, disciplined, and goal driven.
• Desire to help clients, but not afraid to ask / address tough questions while keeping Stran’s best interest in mind.
• Negotiation and interpersonal skills.

Performance Criteria:

• Stran core values are being met.
• Stran policy and procedures are being followed.
• Achievement of assigned sales goal performance criteria.
• Order trafficking metrics / KPI’s.
• Accuracy of orders and on time-delivery.
• Positive client feedback on performance and client satisfaction.
• Positive Sales Team feedback.
• Consistency and accuracy of processing and managing orders.
• Appropriately document activity in Stran systems.
• Generates sensible, realistic, practical solutions to problems.
• Team player.
• Maintains a pleasant and professional image.
• Meets commitments.
• Meets attendance/punctuality requirements.
• Effectively coordinates projects throughout the Company.
• Listens to others and values different opinions.
• Helps the Sales Team meet and exceed goals.
• Puts the Company goals above those of the individual or specific team.

Compensation: As a non-exempt worker, you will be paid an hourly rate TBD depending on experience. Stran will provide you with a work computer, and any other tools necessary to complete your job.

Benefits: The Healthcare package we offer is Harvard Pilgrim Healthcare HMO or PPO plan. Stran Contributes 65% of the monthly medical premium. Stran & Company, Inc. also offers a section 125 Flexible Spending Account, Dental Insurance, Group Life Insurance-, Short- and Long-Term Disability and Vision Insurance. Stran also has a robust Employee Assistance Program. Benefit coverage will begin after the completion of working full time for 3 consecutive months at Stran. Stran also offers a 401k savings plan with a company match of 3% of your annual salary-up to the legal maximum. Stran offers Unlimited Personal Time off, you must give at least two weeks’ notice prior to taking time off whenever possible. All time off is at your manager’s discretion and must be approved before any time off is taken. Stran offers a generous holiday schedule each year, for 2024 Stran offers ten paid holidays. Stran has (3) office locations; two in Massachusetts and one in Indiana. Should you work in the Quincy MA. location, there is free on-site parking and free shuttle service to the train. The Quincy office offers a free gym membership to any employee that works out of this office. There is a cafeteria onsite with after-hours convenience.

Working hours will be Monday to Friday: 9:00AM-5:30PM EST (subject to change) with a mandatory 30-minute unpaid lunch. A performance review of your newly stated role and responsibilities as a Sales Support Specialist will take place in 3 months with your manager to assess if your performance in this new position is progressing satisfactorily.

Interested candidates should reach out to Human Resources.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Travel requirement:

• No travel

Work Location: Hybrid remote in Quincy, MA 02171