Sales Support Specialist

Position Overview

We are seeking a detail-oriented and proactive Sales Support Specialist to serve as a key liaison between customers, sales representatives, and internal departments. This role combines customer communication, order management, and technical support to ensure seamless project execution from quotation through fulfillment. The ideal candidate thrives in a fast-paced environment, demonstrates strong organizational skills, and can effectively balance multiple priorities while maintaining a high level of customer satisfaction.

Key Responsibilities

• Serve as the primary point of contact for customers, handling inquiries via email, phone, and virtual meetings.
• Maintain clear and consistent communication between customers and internal departments.
• Build and sustain strong working relationships with sales representatives, agents, and specifiers.
• Provide timely updates on order status, project timelines, and technical information.
• Prepare and process new quotes and revisions within 24–48 hours of request.
• Develop quotations for custom or modified products in collaboration with Engineering and Sales.
• Recommend product solutions that meet customer specifications and project needs.
• Follow up on quotations and project opportunities, updating internal systems accordingly.
• Link quotations to CRM to ensure accurate tracking of opportunities and pipeline activity.
• Process all new purchase orders (POs) and change orders within 24 hours of receipt.
• Review customer purchase orders against quotes to ensure accuracy and request revisions when necessary.
• Take ownership of orders within SAP, ensuring accuracy and completeness throughout the lifecycle.
• Communicate order confirmations, prepayment requirements, estimated ship dates (ESDs), and order details to customers.
• Collaborate with Engineering, Finance, Procurement/Planning, and Shipping teams to meet project requirements and deadlines.
• Proactively monitor open orders through internal meetings and reviews to identify and resolve potential issues.
• Coincide with troubleshooting and resolving product-related inquiries.
• Process RGAs (Return Goods Authorizations), claims, rework/replacement orders.
• Cook with Engineering and Production to ensure availability of components or alternative solutions.
• Participate in special projects related to cost analysis, pricing strategy, and product pricing development.
• Contribute to process improvements that enhance efficiency and customer satisfaction.

Qualifications

• Associate’s degree in business or technical field required; Bachelors preferred.
• 2–5 years of experience in sales support, customer service, or order management.
• Strong understanding of manufacturing processes, lead times, and supply chain dynamics.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment.
• Strong working knowledge of Microsoft Office (Outlook, Teams, Excel, Word), Internet.
• Ability to learn new and complicated systems quickly, experience working with ERP systems (SAP Business One or SAP S/4 HANA preferred) and CRM platforms.
• Strong technical aptitude; experience with engineered or configurable products is a plus
• Experience in Lighting is preferred.

Key Competencies

• Customer-focused mindset
• Attention to detail and accuracy
• Strong time management and prioritization
• Effective cross-functional collaboration
• Technical curiosity and problem-solving