Position Summary:

• This procedure describes the basic functions, reporting relationships, authority, and responsibilities of the Support Sales Specialist at S&P USA.
• The Job Description provides the performance criteria for the position. It also states the Job Requirements as required by the Americans with Disabilities Act.
• The person occupying the position of Sales Support Specialist is responsible for providing customers with timely information in response to technical inquiries about products, pricing, and application support, and to offer troubleshooting and field problem resolution while maintaining target profit margins.

Essential Duties and Responsibilities:

• Provides direct customer services and sales support to S&P Representatives and Regional Managers.
• Assist Regional Managers with customer interactions and sales support.
• Accurately input customer data and track sales records.
• Delivers timely and accurate information to customers and internal business partners both verbally and in writing.
• Review monthly commission reports and reconcile any discrepancies to be submitted to Accounting.
• Manage accounts in the S&P database via Visual, Optisizer, advising RSMs, Marketing & Accounting.
• Process product sample requests.
• Coordinate with Support Services Manager to resolve obstacles to incoming order process.
• Confer with customers by telephone, email, and fax to provide information about products and prices, to take orders or cancel accounts, or to obtain details of complaints.
• Manage incoming orders to prioritize quick ship and rush orders.
• Check incoming orders for accuracy, customer status, pricing and product availability, and work with customers to ensure accuracy of future orders.
• Enter and configure sales orders into the Visual system, including accessories.
• Make allowances on RMAs based on company policies and customer status, review issues with the Support Services Manager.
• Work with other departments to resolve more technical and detailed customer grievances.
• Follow up on customer requests when information is required from other departments to ensure customer satisfaction, as well as, track missing information.
• Follow up to ensure appropriate changes were made to resolve customer issues and recommend policy changes as needed to the Support Services Manager.
• Contact customers proactively when no activity has occurred to check on status of account.
• Keep abreast of products and/or product changes. Ask questions when issues arise to improve products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
• Evaluate and discuss with Support Services Manager the existing processes and procedures for effectiveness, assisting on creating and implementing new, more efficient systems and processes when needed to enable department to more effectively assist, respond, and anticipate customer orders and inquiries.
• Research product issues identified through support calls and communication with customers and Inside Sales Representatives for proper resolution.
• Ensure resolution of customer requests for service and assistance and coordinate the timely and proper response.
• Monitor all customers to ensure total satisfaction.
• Oversee warranty issues and updating the Support Services Manager with anything that maybe one off’s or extreme cases.
• Observe all company policies and procedures.
• Must be able to work additional hours to support the organization’s needs.
• Perform any other duties as may be assigned by the Support Services Manager.

Educational Requirements:

• Associate’s Degree in a related field or five (5) years of related experience in a manufacturing environment.
• Customer service, customer solutions and/or sales experience a plus.
• Proficiency in the Windows environment and Microsoft Office Suite required.
• Strong Microsoft Excel skills, including database integration, formulas and pivot tables required.
• Call Center experience a plus, but not required.
• Excellent communication (both written and verbal) and interpersonal skills required.
• Effective decision making skills required.
• Ability to maintain web-based sourcing tools required.
• Ability to write routine reports, business correspondence, and procedure manuals.
• Ability to read and interpret English documents, such as safety rules, operating and maintenance instructions, and procedure manuals.

Mental Requirements:

• Ability to communicate in English (read, write and speak) is required as the overwhelming majority of customers, vendors, co-workers, and suppliers communicate in this language.
• Reasoning ability is required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form and to deal with problems involving several concrete variables in standardized situations.
• Mathematical abilities to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, as well as the ability to compute rate, ratio, percent, and to draw and interpret bar graphs.
• Ability to think creatively and innovatively.