Sales Support Representative
About The Position
The Sales Support Representative (SSR) plays a critical role in ensuring a seamless and exceptional customer experience by providing dedicated support to Account Manager teams. Operating under the direction of the Sales Director, the SSR is responsible for managing and processing customer orders and quotes, coordinating delivery timelines (ETAs), handling returns (RMAs), and resolving customer inquiries and issues. This role requires strong attention to detail, effective communication skills, and a proactive approach to problem-solving. The SSR serves as a tactical liaison between customers, Account Managers, and internal departments such as merchandising and customer support. By maintaining accurate order records, ensuring pricing integrity, and anticipating potential obstacles, the SSR helps drive operational efficiency and customer satisfaction.
Requirements
- 4 year college degree or equivalent work experience
- Strong organizational skills and attention to detail
- Track record of achievement and results orientation
- Excellent verbal and written communication abilities
- Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment
- Collaborative mindset with a customer-first attitude
- Ability to sit a computer terminal for long periods of time
- Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for the position
- Ability to lift 25 pounds
- Ability to travel 20%
- Ability to operate office equipment
Nice To Haves
- Proficiency in SAP and Salesforce.com
- Prior experience in order management, customer service, or sales support
Responsibilities
- Order Management & Processing
- Accurately enter customer orders into SAP, ensuring timely and error-free processing.
- Verify and apply special pricing for orders with price exceptions.
- Complete price and cost adjustments as needed to maintain order accuracy.
- Customer Communication & Support
- Serve as a primary point of contact for tactical customer communications.
- Provide tracking updates, ETAs, and product allocation details to customers.
- Collaborate with Customer Support to facilitate RMAs and resolve related issues.
- Deliver a "wow" experience through responsive, solution-oriented service
- Issue Resolution & Escalation
- Identify and proactively address potential obstacles in order flow.
- Escalate orders when necessary to meet customer expectations and deadlines.
- Work cross-functionally with merchandising and other teams to resolve order-related issues.
- Systems & Tools Proficiency
- Demonstrate solid understanding of ScanSource's order management processes.
- Utilize SAP and Salesforce.com to manage quotes, orders, and customer interactions.
- Maintain basic knowledge of various technology groups relevant to customer needs.
- Customer Experience Enhancement
- Provide visibility and transparency to customers throughout the order lifecycle.
- Ensure all communications and actions contribute to an unrivaled customer experience.
- Support Account Managers in delivering consistent and high-quality service.
Benefits
- Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision.
- Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire).
- In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO.
- ScanSource also celebrates 10 paid company holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Merchant Wholesalers, Durable Goods
Number of Employees
1,001-5,000 employees
