Sales Support Representative

Job Description

Job Description

Location: Franklin, MA
Pay: $25–$30/hour DOE
Start: ASAP

Position Summary

We are seeking an experienced Customer Service Representative to manage customer accounts and provide support throughout the order and shipment process. This position works closely with customers, sales professionals, and internal departments to ensure orders are processed accurately, delivery expectations are communicated, and customer needs are addressed proactively.

The ideal candidate will have previous customer service, inside sales, purchasing, or sales support experience within an industrial or manufacturing environment , along with strong order management and communication skills.

Responsibilities

• Manage customer accounts from order entry through shipment and delivery
• Communicate expected delivery dates, shipment status, tracking information, and order updates to customers
• Handle expedite requests and proactively address potential delivery issues
• Enter and maintain customer orders and account information within an ERP system
• Build and maintain strong relationships with customers and internal departments
• Partner directly with outside sales professionals to support an assigned customer base
• Respond to internal and external requests promptly and provide solutions to customer issues
• Prepare customer quotes for products and services
• Assist customers with product selection and recommend additional products or solutions when appropriate
• Review pricing, inventory availability, and sales initiatives when preparing quotes
• Follow up with prospective customers and new sales leads
• Identify customer needs and recommend appropriate products and services
• Support upselling and cross-selling initiatives
• Generate, review, and analyze reports related to customer and sales activity
• Monitor industry and customer trends that may impact sales or customer needs
• Maintain and develop technical knowledge of products and services
• Participate in ongoing product and technical training
• Meet established customer service levels, on-time delivery expectations, and quality metrics

Qualifications

• High school diploma required; bachelor’s degree preferred but not required
• Minimum of 4 years of experience in customer service, inside/outside sales, technical sales, purchasing, sales support, or a related environment
• Industrial experience required
• Previous distribution experience preferred
• Experience with ERP systems, order entry, quoting, and customer account management strongly preferred
• Strong communication, relationship-building, and problem-solving skills
• Ability to manage multiple customer accounts and priorities simultaneously
• Strong analytical skills and attention to detail
• Comfortable working in a high-volume, fast-paced environment
• Technical aptitude and ability to learn industrial products and solutions
• Ability to collaborate effectively with sales, operations, shipping, and other internal departments

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