Job Description

Position Summary:

We are seeking a highly motivated and detail-oriented Sales and Customer Support Representative to join our team. In this role, you will be responsible for providing both internal and external customers with exceptional service through a high volume of complex phone interactions (averaging 30–40 calls per day) and electronic communication (10–20 email tasks weekly).

This position requires delivering personalized, unscripted service and taking full ownership of customer inquiries and issues, ensuring resolution within a 24-hour timeframe.

Key Responsibilities:

• Serve as the primary point of contact for both customers and internal sales teams, providing effective and timely support.
• Manage and resolve complex customer situations, including order tracking, delivery issues, and account maintenance.
• Interpret and process customer purchase orders (POs), including identifying long-term contracts and sales agreements.
• Accurately maintain customer account data, including contact updates, pricing requests, and other essential information.
• Communicate with vendors to obtain order status updates and product details.
• Monitor and apply proper freight charges based on routing and allocation guidelines.
• Use problem-solving skills to investigate and resolve delivery challenges.
• Review and interpret notes in order entry systems to ensure accurate processing.
• Make informed decisions on commission adjustments at the time of order entry.
• Prioritize and multitask effectively in a fast-paced, high-volume environment.
• De-escalate irate callers with professionalism and control the direction, tone, and pace of calls.
• Follow established escalation procedures for unresolved or outstanding tasks.
• Collaborate with internal departments to enforce sales agreements and manage purchasing limits.

Qualifications:

• Previous experience in customer support, sales support, or a related role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritize effectively under pressure.
• Proficiency in order entry systems and CRM tools is a plus.
• Experience managing high volumes of phone and email communication.
• A proactive, customer-first attitude with a commitment to resolving issues efficiently.
• Apply now to join a dynamic team where your expertise will directly impact customer satisfaction and contribute to the overall success of our sales operations!

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