Sales Support Specialist

• Provide advanced customer support for eCommerce services and tools through phone, chat, email, and video conference
• Contact customers requesting formal product and service quotes and follow through from initial call to sale closing
• Use Titlewave tools to assist, demonstrate, support, and train customers, prospects, and Follett Sales Consultants
• Create product lists and quotes and complete orders
• Update and investigate user information
• Analyze customer collections, provide weeding suggestions, and support collection curation services
• Collaborate with customer service, technical support, and sales to troubleshoot and resolve customer inquiries
• Identify market trends and customer needs to improve customer experience and internal processes
• Maintain knowledge of Follett Content Solutions' eCommerce platform, services, products, and tools
• Serve as an internal subject-matter expert for Titlewave questions and resources
• Assist with testing and implementation of Titlewave enhancements and products/services
• Create and implement Titlewave training documentation and manuals for internal staff
• Communicate enhancement suggestions to IT
• Qualify leads and support Follett Sales Consultants
• Handle ad hoc requests and reports
• Generate procedures and documentation and provide internal training and technical support
• Manage customer-base incentives such as sample requests and gift certificates
• Document customer data and interactions in Salesforce
• Use Microsoft 360 Suite for specialized projects and daily administrative tasks
• Attend weekly department meetings and training sessions
• Assist other departments as directed
• Represent Follett Content Solutions at national conferences or customer sites as necessary

• Associate's degree or equivalent
• Minimum 3 years of recent, relevant experience in a high-volume customer support and development role
• Strong organizational skills
• Strong project and time management skills
• Ability to work effectively and efficiently within a team environment
• High attention to detail
• Ability to resolve complex customer issues and answer complex questions
• Strong customer relationship-building skills
• Ability to support customers effectively and remain flexible as priorities change
• Proven ability to deliver quality output in a flexible, often ad hoc environment
• General knowledge of data entry, website, and eCommerce navigation skills
• Salesforce experience desired; employer willing to train the right candidate
• Willingness and ability to travel to national conferences or customer sites as necessary

Demonstrates expertise in providing advanced customer support for eCommerce services, utilizing tools like Titlewave and Salesforce to enhance customer experience. Capable of analyzing market trends and customer needs while effectively collaborating with cross-functional teams.

• Customer Support Experience
• Salesforce Proficiency
• Titlewave Tool Utilization
• Project Management Skills
• Organizational Skills

• Data Entry
• ECommerce Navigation
• Quote Creation
• Order Completion
• Customer Analysis

• Attention to Detail
• Relationship-Building
• Team Collaboration
• Problem-Solving
• Flexibility

• Associate's Degree or Equivalent

• Customer Support
• ECommerce Services
• Market Trends
• Customer Experience
• Internal Training

• Titlewave
• Salesforce
• Microsoft 360 Suite