Sales Support Specialist

About the role

The Sales Support Specialist serves as a vital link between our customers and the Sales team. This role is responsible for providing high-level support to the Regional Sales Manager and Business Development Manager by ensuring the accuracy of order documentation, resolving inquiries, and maintaining seamless communication across departments to ensure customer satisfaction.

Essential Functions

• Order Management & Contractual Integrity (45%):

  • Accurately enters customer orders into the computer system and takes new orders as needed.
  • Collaborates closely with Sales Managers to verify that incoming Purchase Orders (POs) align perfectly with negotiated technical quotes and pricing.
  • Data Accuracy: Contacts customers directly to ascertain missing data omitted on orders and maintains up-to-date customer contact information in the database.
  • Pricing: Provides price quotes over email and telephone in coordination with sales strategy.

• Customer Interaction & Inquiry Resolution (30%):

  • Primary Contact: Receives and analyzes customer requests via telephone, mail, or email, providing direct information or routing the request to the appropriate personnel.
  • Complaint Resolution: Interacts with customers to provide information in response to inquiries about products and services while handling and resolving complaints.
  • Order Advocacy: Resolves customer questions related to active orders and serves as an advocate for the customer's needs within the organization.

• Cross-Functional Sales Support (15%):

  • Logistics Coordination: Traces the status of orders through each department and schedules the shipment of customer orders to ensure on-time delivery.
  • Internal Liaison: Maintains a constant liaison with other departments (Production, Engineering, Shipping) to ensure order completion and technical alignment.
  • Departmental Assistance: Assists in other departments and performs additional duties as assigned to support the overall sales pipeline.

• Compliance, Documentation & Admin (10%):

  • Security Protocols: Ensures all customer interactions and data handling strictly adhere to ITAR/CUI and proprietary data security protocols.
  • Problem Resolution Paperwork: Prepares and forwards preliminary paperwork to Returns and Replacements for problem orders to ensure swift resolution.
  • Administrative Support: Provides general administrative support as needed to the Sales Department.

Compensation & Benefits

• Pay: Hourly

• Health & Wellness: Medical, Dental, and Vision plans, plus free Teladoc and an Employee Assistance Program.

• Financial Security: HSA and 401K contributions with matching; free life insurance for all employees.

• Paid Time Off: Generous vacation and personal time plus 10 paid holidays.

• Additional Perks: Uniforms and safety shoes provided.

Schedule

This position has a base schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. The schedule may be adjusted based on business needs. This is not a remote position.

Skills & Competencies

• Education: High school diploma or equivalent

• Technical Skills: Proficient in Microsoft Office Suite (specifically Excel) and able to operate office equipment (PC, Fax, Scanner, phone system).

• Communication: Excellent written, email, and verbal communication skills

• Core Competencies: Strong understanding of math principles and a high level of attention to detail and accuracy

• Product Knowledge: Ability to gain and maintain knowledge of product lines, prices, delivery times, and drop-ship items.