Customer Support Sales Representative

Job Description

Job Description

Customer Support Sales Representative

Objective: 

The Customer Sales Support Representative (CSSR) will provide Victorinox premium customer sales support to retail key accounts and premium incentive and promotional products distributors. They will support team sales goals and objectives by effectively closing & increasing sales to drive ongoing and new business development while ensuring sustainable profitability and sell-through culture mindset in each interaction. As a trusted team leader and subject matter expert, the Specialist plays a key role in strengthening service consistency, enhancing team performance, and driving operational excellence across the Customer Support function.

Reporting Relationship : Reports to: Customer Support Manager 

Works closely with: Customer Support Teams, Field Sales, Accounts Receivable, Order Fulfillment, Logistics

Primary Responsibilities:

• Function as Victorinox brand ambassador as “one point of contact” with the customer; CSSRS will be accountable for each call experience from start to finish with an anticipated positive outcome. 
• Provide superior account management & sales support to all customer accounts and Victorinox sales managers.
• Use sales aptitude to develop creative, well thought out product and production solutions and recommendations to customers based on stated needs. 
• Professionally communicate to customers, ability to offer solutions with strong product knowledge base.
• Solve complex and critically time sensitive problems with minimal supervision and escalation 
• Make independent decisions on shipping, pricing and allocations within established guardrails provided to maximize client expectations ensuring the sale & profit for Victorinox.
• Manage orders through the production process; resolve errors & pricing discrepancies while working to prevent and reduce discrepancies and protect margins. 
• Proactive, efficient and personalized follow-up on orders.
• Provide limited administrative support to the sales team, such as assisting with quotes and proposals when needed
• Prospect and develop new business over the phone

• Perform accurate data entry of detailed information in accordance with established standards.
• Process customer orders under strict deadlines and proactively communicate any delays in orders.
• Resolve order errors and pricing discrepancies aggressively while simultaneously working to prevent and reduce discrepancies.
• Work closely with Customer Support leadership to maintain and improve SOPs, training materials, and process documentation.
• Tactfully and professionally communicate company policies, procedures, and standards with internal and external customers.
• Solve complex and critically time sensitive problems with minimal supervision. 
• Analyze reports to effectively make decisions on order management.
• Work on medium projects that may not be associated with daily activities.
• Identify and recommend opportunities for improving department or organization productivity.

• Work closely with Field Sales, Accounts Receivable, Order Fulfillment, Logistics
• Participate in internal and external meetings and provide feedback. 
• Serve as a mentor and point of contact for peer support, offering day-to-day guidance on system navigation, customer engagement, and troubleshooting.
• Support the onboarding of new team members and facilitate ongoing training sessions, process refreshers, and cross-training.

Desired Skills/Experience:

• Minimum 5+ years’ experience in the field of Customer Support. 
• Promotional or corporate gifts business industries a plus
• Previous inside sales experience or key account management highly desired.
• 4-year degree strongly preferred
• Excellent verbal and written communication skills. 
• Strong customer service soft skills, including empathy, patience, and active listening. 
• Ability to multi-task in a fast-paced team environment. 
• Elevated level of accuracy and attention to detail. 
• Excellent time management and prioritization skills. 
• Initiative-taker with a solid ability to manage tasks and customers. 
• Strong computer aptitude with Microsoft Office Products and prior SAP/ERP systems experience. 
• Must be able to work outside of business hours when business needs require.

Victorinox is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.