Sales Specialist

Title: Sales Operations & Customer Support Specialist

Location: Phoenix / Chandler, Arizona

Work Model: Hybrid (Onsite as needed)

Job Type: Contract

Schedule: Monday–Friday | 40 Hours/Week

Job Overview

We are seeking an experienced Sales Operations & Customer Support Specialist to provide high-quality operational support to customers and internal sales teams.

The ideal candidate will have strong experience in case management, CRM/ticketing systems, warranty coordination, operational reporting, and customer service .

This role focuses on managing customer support requests, coordinating issue resolution, tracking service cases, supporting sales operations, and improving overall customer satisfaction.

Note: This is an operations and customer experience position, not a quota-carrying sales role.

Key Responsibilities

Customer Support & Case Management

• Manage customer support requests, warranty claims, and service-related inquiries.
• Create, update, and track support cases using CRM or ticketing systems.
• Coordinate with technical support teams to ensure timely issue resolution.
• Monitor open, aging, and escalated cases and ensure consistent follow-up.
• Maintain accurate case documentation and service tickets.
• Communicate case status, resolutions, and next steps to stakeholders.

Sales Operations & Coordination

• Support internal sales teams with operational activities and customer inquiries.
• Assist with sales pipeline tracking, opportunity routing, and quote management.
• Coordinate SMB sales opportunities with appropriate internal teams.
• Ensure accurate tracking of customer requests, referrals, and outcomes.
• Collaborate with cross-functional teams to streamline operational processes.

Reporting & Process Improvement

• Maintain operational trackers and reports using Microsoft Excel.
• Monitor key performance indicators, including case volume, resolution time, and escalations.
• Analyze data to identify trends, operational gaps, and opportunities for improvement.
• Prepare business updates, reports, and presentations.
• Recommend process improvements to enhance efficiency and customer satisfaction.

Required Qualifications

• Bachelor's degree in Marketing or equivalent training.
• 5–7 years of relevant experience in customer support, sales operations, case management, or related functions.
• Hands-on experience with CRM and ticketing systems .
• Strong proficiency in Microsoft Excel, reporting, and data analysis .
• Experience with warranty management, device support, or technical service coordination .
• Excellent organizational, communication, and problem-solving skills.
• Strong ability to manage multiple priorities and follow through on customer issues.
• Experience working with cross-functional teams and internal stakeholders.
• Strong customer service orientation and attention to detail.

Preferred Qualifications

• Experience supporting technology products, commercial hardware, or enterprise devices.
• Familiarity with Salesforce, ServiceNow, Zendesk, or similar CRM/ticketing platforms.
• Experience in SMB sales operations, pipeline management, and quote management.
• Proficiency in Microsoft PowerPoint, Copilot, and collaboration platforms.
• Experience preparing KPI-driven operational reports and dashboards.
• Strong understanding of escalation management and warranty support processes.

What We're Looking For

The ideal candidate is a proactive, organized, and customer-focused professional who can take ownership of support requests, manage operational workflows, and ensure timely resolution of customer issues.

We value candidates who demonstrate strong analytical thinking, clear communication, attention to detail, and the ability to drive operational improvements.

Work Location

Candidates must be based in Phoenix, Chandler, or surrounding Arizona areas and be available to work onsite as required.