Job Description Summary

As a Sales Support Specialist, you will work closely with your Territory’s Sales Managers to support their territory. The Sales Support Specialist provides direction and assistance to customers and sales channels to meet assigned order entry/management and business growth objectives. In this role, the successful candidate will execute within a well-defined framework. There is generally a step-by-step sequence of standard tasks which need to be followed to achieve an end result. Work is typically subject to tight oversight. Resolves issues using established procedures. Consults supervisor or more senior team members for issues outside of defined instructions/parameters. The individual must perform well in a team environment and have exceptional people skills with customer focus mindset.

Job Description

Roles and Responsibilities

• Support the sales growth of an assigned geographic area to achieve financial targets for multiple P&L. May be responsible for targeted clients, stable regions, and/or medium sales territories.
• Manage customer accounts, following up with customers for administrative purposes, and providing troubleshooting assistance for orders, account statuses, and other problems, by phone or e-mail.
• Perform operational activities such as creation of accounts, setup of items, management of E-commerce platform orders, follow business processes and policies to ensure compliance.
• ITO – PreSales Support, customer inquiries, quote preparation.  
• OTR - Order entry and order management. Coordinate all entities involved in providing pre-order booking support, order entry and order management support up to shipment and invoicing.
• Finance Support – Key contact for customers and sales teams to resolve financial issues, billing disputes, credit memos, collections, and payments including credit card transactions.
• Identify and execute on opportunities for continuous improvement that impact on customer satisfaction, productivity, and cost control.
• Build customer satisfaction through outstanding relationships and communications.
• Work within predefined targets and metrics – KPI oriented.

Required Qualifications

• Bachelor's degree or diploma from an accredited university or college OR substantive experience (min of 3 years) in related role; i.e., customer service, order fulfillment 

Desired Characteristics

• Strong oral and written communication skills
• Strong organizational and time management skills
• Extremely proficient with MS-office 
• Experience in SAP 
• Additional experience working in field activities, Sales Support or Sales Force is preferred 
• Analytical ability to process orders; discounts, terms, etc.
• Experience working in a manufacturing environment (Supply Chain Knowledge is an asset)
• Teamwork oriented and demonstrate high level of initiative, problem solving, information seeking and eager to learn.
• Ability to work in a fast paced, high stress environment with multiple simultaneous priorities

Note: This role requires onsite presence in Rochester, NY.

Additional Information