Sales Support Specialist​/Customer Service

Job Description Position Summary

The role of the Sales Support Specialist is the vital first point of contact for customers and provides support to the outside sales team. The primary focus of the position is to support our customers and outside sales team to final resolution of any issues they encounter, research products, assist with quoting product and order entry, answer general inquiries, and ensure timely and accurate customer order fulfillment, shipping and billing error resolution, and internal and external customer inquiries.

• Provide highest quality customer service and support to sales team and customers.
• Exceptional organizational skills with the ability to manage a high level of email and work autonomously.
• Process customer orders (via phone, email, EDI, chat) ensuring timely delivery and follow up to customers, including daily responsibility working backorder and open order reports.
• Efficiently utilize SAP system to enter orders, determine availability, pricing, delivery and special customer requirements. Check for accuracy and completeness.
• Issue resolution concerning the order fulfillment process or functionality of our products in a professional and solutions-oriented manner, including carrier tracking, freight quotes, rush orders and credit issues.
• Responsible for following through on customer issues to completion, which may require outbound calls and/or multiple customer contacts.
• Task-switching ability to balance multiple priorities is essential.
• Work with customer, internal graphics team and suppliers to create accurate art proofs/revisions for production.
• Communicate with sales and purchasing to inform them of possible product and sales problems.
• Problem resolution for customer complaints or delivery issues.
• Respond to requests via phone, email or chat.
• Candidate line must have the ability to learn a broad range of both products and vendors.

Associates/Bachelor’s Degree preferred or 3–5 years related experience. Proficiency in Word, Excel and Microsoft Outlook. Knowledge of SAP is a plus.

While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (10 lbs.). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associates working a minimum of 30 hours per week are eligible to enroll in benefit programs. Coverage begins the first of the month following hire date for those that enroll.

• Short‑Term Disability coverage is provided via salary continuation at a rate of 60% of your base salary. Eligibility after one year of employment.
• 401(k) contributions can start as soon as the first payroll of employment and include a company match.
• Associate Perks immediately such as Paid Time Off and associate discounts at our stores.