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 resellers, retailers, and their SMB and consumer‑market clients. As a D&H Co‑Owner you participate in an Employee Stock Ownership Plan and enjoy a collaborative culture that emphasizes service, community involvement, and sustainable business practices. The position is customer‑facing, combining sales and customer service to support the sales team in achieving satisfaction, revenue goals, and long‑term business objectives aligned with D&H’s vision and values.

Responsibilities

• Manage 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 sales team, learn D&H sales process.
• Process customer orders and returns sent via phone calls, email and electronic data interface in our proprietary software, CCA.
• Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc.) to be able 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 the support of the Sales Rep and their accounts.
• Order entry, product bids and quotes.
• Assist in reactivating inactive accounts.
• Adhere to all company policies, procedures and ethics including company attendance policy.
• 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.
• Must work in other areas, as needed for cross training and/or workload.
• Other related duties as assigned.

Qualifications

• Associate’s degree or higher education preferred.
• 1 to 3 years of office or call center‑based customer service experience.

Skills

• 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, copier.

Benefits

• Employee Stock Ownership Plan
• 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
• Community involvement and sustainable, eco‑friendly business practices