Sales Support Specialist

The Sales Support position plays a critical role in order processing, logistics coordination, invoicing, and cross-functional communication. This position ensures accurate and timely shipment of customer orders across multiple warehouses and plants while supporting sales, operations, and customer service functions and serving as a key resource for resolving order, logistics, and customer-related issues.

• Order Processing & Shipment Coordination
  • Provide order entry support for outside sales representatives
  • Order entry in E-Commerce for orders received via the portal
  • Process daily orders shipping from Accent 3PL warehouses and internal facilities
  • Enter orders into third-party warehouse systems (East PA and Stride) as required
  • Ensure compliance with warehouse shipping requirements, including 24-hour notice and handling rush orders while balancing customer requirements, inventory availability and operational constraints
• Generate and distribute shipping documentation including:
  • Bill of Lading (BOL)
  • Packing lists
  • Pick tickets
• Coordinate freight
  • Determine appropriate shipping methods and carrier options based on delivery requirements, service expectations, and freight considerations.
  • Arrange carrier pickups for collect or third-party shipments
  • Book prepaid shipments using internal rating tools
  • Process UPS/Fed Ex Ground shipments via company systems and provide labels to warehouses
• Manage order exceptions, including:
  • Inventory shortages and order transfers
  • Order cancellations or changes
  • Re-rating and rebooking freight when necessary
  • Investigate order and shipment issues, coordinate with internal stakeholders and determine appropriate resolutions to support customer commitments
• Facility-Specific Order Handling
  • Route and process orders through appropriate sales support queues (NCDC, SC, Spring, etc.)
  • Coordinate with designated personnel responsible for shipment booking and documentation
  • Support invoicing workflows based on facility-specific processes and account types
  • Monitor order activity and proactively address issues that may impact fulfillment schedules, shipment timing, or customer expectations
• EDI Order Management
  • Review and release EDI orders for processing
  • Verify pricing, freight rates, and order accuracy
  • Research and resolve discrepancies related to pricing, freight charges, customer requirements and order processing
  • Send order confirmations to customers and sales representatives
  • Route orders appropriately to warehouse or plant locations
• Invoicing & Documentation
  • Invoice all shipped orders in a timely manner using internal systems (e.g., Salespad)
  • Attach shipping documentation received from warehouses to corresponding orders
  • Distribute invoices to customers and sales representatives
  • Upload invoices to customer portals as required
  • Collaborate with internal teams responsible for invoicing based on location and account type
  • Review supporting documentation and resolve discrepancies affecting invoicing accuracy and customer requirements
• Customer Service & Communication
  • Answer incoming calls and provide customer support or route inquiries appropriately
  • Serve as a liaison between departments including:
    • Sales
    • Logistics
    • Purchasing
    • Production
    • Accounting
  • Coordinate cross-functional communication to resolve customer concerns, shipment delays, inventory issues and order-related challenges.
• Assist with:
  • Freight quotes and logistics requests
  • Lead time inquiries
  • New account setup
  • Claims processing (gather required documentation)
  • Provide guidance and recommendations regarding order status, freight options, lead times, and fulfillment alternatives
• Reporting & Shipment Tracking
  • Maintain and distribute daily Open Shipments reports
  • Provide updates on past-due shipments (mid-week and end-of-week)
  • Work with warehouses and plants to identify and resolve shipment delays
  • Analyze shipment activity and order status information to identify trends, prioritize follow-up actions and support continuous process improvement efforts

• High school diploma or GED, Associate’s or Bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred
• Minimum 2-4 years of experience in order processing, sales support, logistics coordination, or customer service
• Understanding of order management systems (such as Salespad), shipping platforms, and have familiarity with freight coordination, warehouse or 3PL operations, and documents like bills of lading and packing lists.
• Strong attention to detail, data entry accuracy, and the ability to manage…