NSP Sales Support Specialist

About the Role

This is a hybrid role that can be based in either Harrisburg, PA or Tampa, FL. Join a 100+ year-old employee-owned technology distributor offering end-to-end solutions for resellers, retailers, and the clients they serve across the SMB and Consumer markets. As a D&H Co-Owner, you’ll be empowered by a collaborative culture and receive numerous discounts on services. We are committed to giving back to the community and promoting sustainable, eco-friendly business practices.

This customer-facing position combines sales and customer service, working with sales teams to achieve customer satisfaction, revenue generation, goal achievement, and long-term business goals in line with D&H’s vision and values.

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 their zone.
• Work cohesively 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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and/or Abilities

• Basic knowledge of computer hardware.
• Knowledge of the Microsoft Office suite (Word, Excel, Outlook) 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.