MM Sales Support Specialist

About the Role

This is a hybrid, customer-facing position combining sales and customer service. You will work with the sales teams to achieve customer satisfaction, revenue generation, goal achievement, and long-term business goals in line with D&H’s vision and values.

This role can be based in either Harrisburg, PA or Tampa, FL.

Responsibilities

• Customer Facing
  • Manage a large number of incoming calls and respond to all customer inquiries such as ETAs, pricing, inventory, and “after the sale” requests.
  • Provide customers with product and service information.
  • Keep customer information and activities current by using our CRM tool.
  • Manage inbound customer calls, emails, and IMs.
  • Resolve customer issues.
  • Welcome, educate, and activate new accounts.
  • Project a professional company image through phone, email, and instant message interaction.
• Support
  • Support the sales team and learn the D&H sales process.
  • Process customer orders and returns sent via phone calls, email, and electronic data interface in our proprietary software, CCA.
  • Have a good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc.) to create and place these kinds of orders independently.
  • “Sit in” for reps when they are out of the office, including answering their phone and emails, processing orders, and servicing accounts in this zone.
  • Work cohesively and in support of the Sales Rep and their accounts.
  • Handle order entry, product bids, and quotes.
  • Assist in reactivating inactive accounts.
  • Adhere to all company policies, procedures, and ethics, including the company attendance policy.
• Additional Duties
  • Process product returns (RMAs).
  • Interact with vendors as well as co-owners in other departments.
  • Attend training sessions as required.
  • Meet Service Level Agreements, customer service team goals, and targets, including call handling quotas.
  • Keep work area neat, clean, and hazard-free.
  • Work in other areas as needed for cross-training and/or workload.
  • Perform other related duties as assigned.

Requirements

• Knowledge, Skills, and/or Abilities
  • Basic knowledge of computer hardware.
  • Knowledge of the Microsoft Office suite (Word, Excel, Outlook).
  • Professional verbal and written communication skills.
  • Ability to use a PC, phone, calculator, fax, printer, and copier.
• Education and/or Experience
  • Associate’s degree or higher education preferred.
  • 1 to 3 years of office or call center-based customer service experience.

Benefits

• Employee Stock Ownership Plan (ESOP).
• 401k.
• Paid Time Off.
• Medical, prescription, dental, and vision benefits.
• Gym Reimbursement.
• Work from Home Reimbursement.
• Employee Purchase Program.
• Tuition Assistance.
• Numerous discounts on services.

D&H is an employee-owned technology distributor with a collaborative culture and a strong commitment to giving back to the community and promoting sustainable, eco-friendly business practices.