Sales Support Specialist

The Focusrite Group

4d • $22 - $25 • Remote

About The Position

The US Operations team supports the flow of customer orders from receipt through shipment. The team works closely with Sales, Finance, third-party dealers, and our third-party logistics partners to keep orders accurate, resolve issues, and provide clear customer updates. Reporting to the Vice President, Distribution Operations, Focusrite Group Americas, the Sales Support Specialist is a member of the Focusrite Group US Operations team. This role promotes and maintains positive customer relationships by processing and tracking sales orders from Sales team members and third-party dealers, while providing responsive, accurate order support.

Requirements

• 2+ years of customer service, sales administration, order entry, or related experience.
• Intermediate skills in Microsoft Office, including Word, Excel, Outlook, Teams, and OneNote.
• Strong verbal and written communication, listening, problem-solving, organizational, and multitasking skills.
• Detail-oriented, organized, and motivated to learn.
• Communicate clearly, proactively, and accurately with customers and internal teams.
• Build rapport easily and bring a positive, customer-focused approach.
• Listen carefully, solve problems, and stay organized while managing multiple priorities.
• Work effectively from home with a high degree of ownership and accountability.
• Stay flexible and collaborative while managing changing priorities in a fast-moving business.

Nice To Haves

• Experience with NetSuite or a similar ERP platform.
• Professional audio product knowledge or exposure is a plus.
• Music industry exposure gained through education, prior work, or personal performance is a plus.

Responsibilities

• Provide timely responses to customer and internal inquiries by email and phone.
• Establish and maintain positive, productive business relationships with internal and external customers.
• Provide product availability and order status updates to Sales, Dealers, and internal stakeholders.
• Process customer purchase orders and accurately enter sales orders and return authorizations within established department standards.
• Review sales orders for accuracy, including item, quantity, pricing, shipping, tax, freight, and account information.
• Send order acknowledgments to Sales and Dealers.
• Monitor account holds and work with Finance to support their release.
• Research and help resolve order exceptions, including pricing discrepancies, replacement orders, RMAs, and customer follow-up issues.
• Assist with the new customer setup process.
• Support the ongoing review and maintenance of the open orderbook in line with department guidelines.
• Coordinate with logistics partners to confirm shipment quotes, routing, freight account details, delivery timing, and special shipping requirements.
• Work with Sales, Operations, and the third-party logistics partner to help resolve issues that may delay eligible orders from shipping on time.
• Maintain accurate estimated shipping dates to support clear customer updates and orderbook visibility.
• Reallocate stock when necessary to optimize current-month sales.
• Complete additional administrative work as needed to support the business.

Benefits

• Health insurance covered by Focusrite Group at 100% for employees and 75% for dependents
• Dental and vision insurance
• Life insurance
• Short- and long-term disability
• 401K with employer match
• 28 days PTO
• Employee Assistance Program
• Group Bonus Scheme
• Generous staff discounts on company products and merchandise

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed