MM Sales Support Specialist

About the Role

This is a hybrid role that can be based in either Harrisburg, PA or Tampa, FL. D&H is a 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets. We are empowered by our employee Co-Owners who provide the industry’s best service, and we promote a collaborative culture.

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 the 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

• Basic knowledge of computer hardware.
• Knowledge of the Microsoft Office suite (Word, Excel, Outlook) of programs required.
• Professional verbal and written communication skills.
• Ability to use 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.

We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.