Sales Support Specialist

Sales Support SpecialistThe Sales Support Specialist plays a key role in supporting strategic accounts and distributors by managing the full order lifecycle for fuel dispensing, payment processing, point-of-sale, and FMS products. This position ensures smooth communication, accurate order processing, and timely issue resolution while serving as the primary point of contact for customers and internal stakeholders. The role focuses on order processes, shipping damage and return orders, invoice disputes, and promotional order handling, while partnering closely with Finance, Operations, Production, Shipping, Sales, Engineering, Product Management, Trade Compliance, and other internal teams.Responsibilities include:Serve as the primary point of contact for strategic accounts, distributors, and internal partners, handling order management, reporting, escalations, sales support, limited service-related support, and DX subscription support.Respond promptly and professionally to customer and internal inquiries via email, phone, and virtual meetings, and follow up to ensure timely resolution.Communicate proactively with sales managers, frontline support, and other departments regarding outstanding items requiring attention or assistance.Provide clear and timely communication of order details to sales managers and internal teams from order acknowledgement through delivery.Build and maintain positive, long-term relationships with customers, frontline support, sales representatives, and internal departments involved in the order fulfillment process.Process and manage all sales orders, including organizing order details and coordinating with relevant internal departments to ensure accuracy and on-time fulfillment.Create customized customer quotes based on specific product needs, quantities, configurations, and sales manager input, ensuring each quote aligns with customer requirements.Collaborate closely with frontline support, sales managers, and other sales support specialists on order entry, graphic requests, updates, and timely reporting.Coordinate with cross-functional teams such as Finance, Operations, Production, Shipping, Engineering, Product Management, and Trade Compliance to support seamless operations and resolve issues.Manage customer claims for missing, damaged, or incorrectly shipped items, documenting requests and coordinating appropriate corrective actions.Process internal order requests from internal sales partners and ensure they are entered and tracked accurately.Generate and maintain reports related to order processing, customer inquiries, and other key metrics, providing meaningful insights to management for decision-making.Support logistics by working with the logistics team to address delivery challenges and ensure customer expectations are met.Support e-commerce by reporting errors or user interface issues in CPQ (Configure, Price, Quote) tools to the e-commerce team and tracking resolution.Understand and work in alignment with daily, weekly, and monthly KPIs and SLAs, ensuring service levels and performance targets are met or exceeded.Process return authorization (RMA) requests, including returns related to shipping damage, and assist relevant teams in resolving customer payment disputes.Assist in coordinating customer projects from initiation to completion, working with cross-functional teams to ensure project milestones and objectives are achieved.Identify and define complex problems or process inefficiencies within order management, customer service, or related workflows.Use structured root cause analysis techniques such as the 5 Whys, fishbone (Ishikawa) diagrams, fault tree analysis, and Pareto analysis to determine underlying causes of issues and propose improvements.Support continuous improvement initiatives by recommending process changes based on data, KPIs, and root cause findings.Handle invoice disputes and promotional order issues, ensuring accurate billing and alignment with agreed promotions.Perform additional duties and special projects as assigned by management.Allocate time effectively across core responsibilities, including communication and relationship management, order processing, collaboration and project support, customer claims and logistics, reporting, and performance metrics.Essential Skills include:Bachelors degree or equivalent business experience in account management, order management, or a customer-facing role.5+ years of experience in sales support, inside sales, sales administration, or corporate customer service (noncall center).Proven experience in customer service, sales support, and/or program management within a corporate environment.Hands-on experience with CRM tools, preferably Salesforce.Experience working with ERP systems; Oracle ERP experience is preferred.Intermediate to advanced proficiency in Microsoft Office applications, including Excel and other MS Office tools.Experience with VOIP systems for customer and internal communications.Strong administrative, clerical, and record-keeping skills with high attention to detail and accuracy.Demonstrated ability to manage order entry, data entry, and documentation efficiently and accurately.Self-motivated with a strong aptitude for problem-solving and continuous improvement.Ability to effectively manage changing and conflicting priorities, making appropriate decisions under pressure.Effective interpersonal, verbal, and written communication skills, with the ability to relay information clearly between accounts and sales management.Well-organized and flexible, with the ability to interact with professionalism and confidence in high-pressure situations.Understanding of performance metrics, including KPIs and SLAs, and experience working in a metrics-driven environment.Ability to perform root cause analysis using structured methods such as 5 Whys, fishbone diagrams, fault tree analysis, and Pareto analysis.Additional Skills & Qualifications include:Bilingual English/Spanish skills are highly desirable.Experience using both Oracle ERP and Salesforce in an integrated sales support or order management environment.Background in program management or project coordination, especially in customer-facing or sales-related projects.Experience in sales or account management, particularly in a technical or industrial products environment.Familiarity with import and export compliance requirements and processes.Understanding of BMS, ISO, and EHS regulatory processes and their impact on order fulfillment and customer support.Exposure to EHS (Environment, Health, and Safety) practices in a corporate setting.Experience with BMO or similar business management and operational tools is beneficial.Prior experience supporting e-commerce platforms or CPQ (Configure, Price, Quote) tools.Ability to work effectively in cross-functional teams that include Finance, Operations, Production, Shipping, Engineering, Product Management, and Trade Compliance.Work Environment:This role operates in a hybrid work environment that combines in-office and remote work. Team members typically work three days in the office and two days remotely, with core in-office days generally scheduled from Tuesday through Thursday and remote work commonly on Monday and Friday, with some flexibility on specific days. The position involves frequent collaboration with internal teams across Finance, Operations, Production, Shipping, Sales, Engineering, Product Management, and Trade Compliance, often using VOIP systems, virtual meetings, and collaboration tools. Daily work requires extensive use of Microsoft Office applications, CRM platforms such as Salesforce, ERP systems such as Oracle, and CPQ/e-commerce tools to manage orders, quotes, and customer data. The environment is fast-paced and metrics-driven, with clear KPIs and SLAs guiding performance expectations. The role emphasizes professional communication, accuracy, and responsiveness, and it supports a culture of continuous improvement, cross-functional collaboration, and customer-focused service.Job Type & Location:This is a Contract to Hire position based out of Austin, TX.Pay and Benefits:The pay range for this position is $23.00 - $27.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Application Deadline:This position is anticipated to close on Nov 2, 2026.Workplace Type:This is a hybrid position in Austin, TX.