Sales Support Representative

About the Role

Respond to customer inquiries and convert quotes into sales. Build customer relationships. Keep processes within company objectives. The position is based in Tampa, Florida and its primary responsibilities include.

Responsibilities

• Liaise with customers regularly to replace spare parts that are impaired or worn down.
• Resolve product or service problems by clarifying issues, determining root cause, identifying optimal solutions, communicating with involved parties, and following up to ensure resolution; escalate when necessary.
• Research and prepare quotes, presenting customers with options that align with their operational needs, timelines, and budget considerations.
• Look up part numbers, provide quotes, process orders, and communicate confirmations to customers.
• Review supplier options and select sources that best meet customer requirements for cost, quality, and delivery timelines.
• Prepare accurate and complete purchase orders; maintain purchase records throughout the procurement lifecycle.
• Track shipment status and proactively communicate updates to customers.
• Investigate and resolve shipment delays, verify accuracy and condition of deliveries, and address discrepancies or damages.
• Monitor outstanding quotes and actively follow up to convert them into sales orders.
• Follow established quoting and order processes for spare part requests from Field Service Technicians.
• Analyze return requests, inspect incoming returns for quality and quantity, and execute internal return procedures.
• Coordinate with suppliers on returned parts to obtain resolution, including replacement, credit, or repair; manage reordering and customer follow-up.
• Process blanket purchase orders for customers committing to annual part volumes.
• Obtain discount approvals in coordination with Service Director and Service Sales Managers.
• Maintain inventory levels by proactively ordering commonly used parts to support quick turnaround times.
• Manage customer requests for machine documentation, including quoting, sourcing, order processing, and delivery.
• Prepare detailed machine quotations, including configurations, technical specifications, optional features, and pricing structures.
• Collaborate with engineering, production, and sales teams to validate machine specifications, feasibility, and lead times.
• Ensure all machine quotes include correct costing, margins, freight considerations, installation scope, and contractual terms.
• Convert approved machine quotations into sales orders in the system, ensuring data accuracy across pricing, specifications, and delivery schedules.
• Maintain and track machine order progress, delivery timelines, and installation scheduling.
• Communicate proactively with customers regarding machine order status, delays, or changes.
• Manage change orders and revisions to machine sales orders, including pricing adjustments and documentation updates.
• Ensure all machine-related documentation (technical, commercial, and compliance) is complete and properly recorded.
• Monitor shared inboxes and triage communications according to department protocols.
• Maintain consistent messaging regarding product quality and service offerings to strengthen customer relationships.
• Maintain regular communication with customers regarding orders and service requests.
• Identify and recommend improvements to departmental processes and workflows.
• Collaborate cross-functionally with warehouse, logistics, production, and service teams to ensure a seamless customer experience.
• Maintain accurate and up-to-date customer and machine data in Business Central.
• Record all customer interactions, including inquiries, quotes, orders, complaints, and resolutions.
• Develop proficiency in internal systems (Microsoft Office, Business Central, DocuWare, Pro.file).
• Adhere to documentation standards and productivity tracking requirements.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree (or equivalent experience).

Required Skills

• Intermediate skills with Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint).
• Fluent in English, bilingual is a plus.

Preferred Skills

• TO BE SUCCESSFUL YOU'LL NEED
• Influence and Negotiation Skills: have impact on business through negotiating solutions that shape customer relationships; have a persuasive and positive attitude.
• Initiative: proactive, step up and take action without being asked; look for opportunities to make a difference; self-motivated.
• Empathy: understand another person's point of view and emotional experience and display care for a customer or colleague's feelings.
• Active Listening Skills: give full attention, withhold judgement, reflect what is being said, clarify with questions, summarize conversation, share own ideas and suggestions.
• Communication Skills: know which form of communication to use to convey messages clearly, concisely, respectfully, professionally, and confidently.
• Problem Solving Skills: examine and assess situations deeply, ascertain key elements, identify obstacles, make decisions, identify solutions.
• Critical Thinking Skills: identify problems, recognize biases in self and others, research facts, ask questions, focus on relevant information, draw conclusions.
• Responsiveness: respond to issues in a timely manner, have a sense of urgency, value others' time, ensure needs are met promptly.
• Time Management Skills: plan ahead, prioritize tasks, be decisive and organized, build personal task management systems.
• Attention to Detail: give tasks undivided attention, have minimal errors and catch mistakes, be thorough and accurate, submit completed work that requires little to no change.