Sales Support Specialist

Office Depot • Boca Raton, FL

4h • $19 - $29

About The Position

The Sales Support Specialist partners with the sales organization to support customers on non-customer-care matters, including account administration, pricing, billing, bids, and new account setup, for one of three sales channels: Local Market, Enterprise Accounts, or Inside Sales. The Specialist handles standard, single-step transactions directly and owns more complex issues from intake through resolution by identifying and coordinating the necessary cross-functional teams. The role is a direct point of contact for assigned sales representatives and customers by phone and email, with interactions automatically logged and no ticketing portal or intake form required.

The Specialist reports to the Sales Support Manager for coaching, tools, and standards, and maintains an ongoing partnership with the sales leader or leaders of the supported channel. The position also supports account and pricing administration, new account and representative onboarding, bids and quote-to-order requests, customer reporting and business reviews, and research into billing and payment issues. Issues outside the position’s scope, such as order status, returns, delivery delays, and EDI/punchout exceptions, are escalated to Customer Service.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in sales support, sales operations, account administration, or a B2B customer-facing role.
• Proficiency with CRM systems such as Salesforce or equivalent and Microsoft Office.
• Strong attention to detail and accuracy in data entry, pricing, and account maintenance.
• Organizational and time-management skills, including the ability to prioritize independently in a channel with no ticket queue.
• Clear written and verbal communication skills for working with sales representatives, customers, and cross-functional teams.
• Ability to coordinate across departments and drive multi-step issues to closure without formal project-management authority.
• Basic negotiation skills to resolve pricing or billing concerns and reach fair, timely outcomes.
• Self-starter who is comfortable using judgment rather than relying on a rigid script or form.
• Team-oriented and adaptable to shifting sales-team priorities.

Nice To Haves

• Bachelor’s degree.
• Study in business, sales, or a related field.
• Advanced Excel skills.
• Familiarity with order-to-cash or quote-to-cash processes.
• Experience supporting a B2B or distribution sales team.

Responsibilities

• Serve as the named point of contact for assigned sales representatives and their accounts on non-customer-care matters.
• Take inbound calls and emails about account, pricing, and administrative questions within scope; interactions are automatically logged through CTI and email-to-case, with a single wrap-up tag as the only manual step.
• Own customer issues outside standard, single-step processing from intake through full resolution.
• Identify the cross-functional teams required for an issue and coordinate the steps needed to resolve it.
• Track multi-step or multi-owner issues to completion and keep the sales representative and customer informed.
• Flag recurring or systemic issues to the Sales Support Manager to support process or tooling improvements.
• Escalate out-of-scope matters, including order status, returns, delivery delays, and EDI/punchout exceptions, to Customer Service.
• Create, change, and maintain users, workflows and approvers, shopping lists, restrictions and exclusions, ship-to records, and account field data.
• Process Orion pricing change and update requests, including parent-account changes, core creation and updates, and applying deviations.
• Process requests related to large-order forecasting, custom SKU sourcing, and proprietary SKU setup.
• Support onboarding of new sales representatives on accounts, pricing, and ordering systems and processes.
• Manage new account setup from creation through go-live, including multi-site, multi-account, and multi-user configuration and workflow or approver creation.
• Send welcome and onboarding communications.
• Assist with requests for customer-facing reporting.
• Assist with meeting preparation and decks for customer business reviews.
• Own item cross-reference bids from start to finish, research alternative-product options, and clean up customer-copy presentation files.
• Consult with Sales on multi-site, multi-product, and complex or non-code quote-to-order requests; directly process Paper Desk pallet-to-truckload quote-to-order transactions.
• Provide sales representatives with account and deal context ahead of customer meetings, including pricing history, open items, and account status.
• Facilitate research and resolution of open credits, price variances, and billing setup changes; produce invoice copies with the AP team.
• Support cash application research, bill management issues, and ACH payment questions.

Benefits

• 401(k)
• Competitive salaries
• Opportunities to move and grow within the organization
• May be eligible to participate in an incentive program, subject to the Incentive Plan terms and conditions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED