Sales Support Specialist

Job Description

The Sales Support Specialist partners with the sales organization to support customers on non-customer-care work - account administration, pricing, billing, bids, and new account setup - for one of three sales channels (Local Market, Enterprise Accounts, or Inside Sales). Standard, single-step transactions are processed directly. For everything else, the Specialist owns the issue end-to-end: identifying the right cross-functional teams (Pricing, Contracts, Rebates & Deviations, Billing, IT, Product, Inventory) and driving it through to full resolution rather than handing it off. The Specialist serves as both a customer-facing and rep-facing point of contact - reps and customers reach their Specialist directly by phone or email, with interactions logged automatically and no ticketing portal or intake form required. This role reports to the Sales Support Manager for coaching, tools, and standards, and maintains a direct, ongoing partnership with the sales leader(s) of the channel it supports.

Primary Responsibilities:

• Serve as the named point of contact for an assigned set of sales reps and their accounts on non-customer-care matters - no ticket queue between the Specialist and the people they support.


• Take inbound calls and emails on account, pricing, and administrative questions within scope; interactions are auto-logged via CTI and email-to-case, with a single wrap-up tag as the only manual step.


• Partner with the sales organization to take ownership of customer issues that fall outside standard, single-step processing - from intake through full resolution, rather than handing off.


• Identify the cross-functional team(s) an issue requires (Pricing, Contracts, Rebates & Deviations, Billing/Finance, IT, Product, Inventory/Supply Chain) and coordinate the steps needed to close it out.


• Track multi-step or multi-owner issues to completion, keeping the sales rep and customer informed throughout.


• Flag recurring or systemic issues to the Sales Support Manager to drive process or tooling improvements.


• Escalate items outside this role's scope (order status, returns, delivery delays, EDI/punchout exceptions) to Customer Service.

• Create, change, and maintain users, workflows/approvers, shopping lists, restrictions/exclusions, ship-to records, and account field data.

• Process Orion pricing change and update requests: parent-account changes, core creation and updates, and applying deviations.

• Process requests related to large-order forecasting, custom SKU sourcing, and proprietary SKU setup for the accounts.

• Support onboarding of new sales representatives on accounts, pricing, and ordering systems and processes.

• Manage new account setup from creation through go-live: multi-site/multi-account and multi-user configuration, and workflow/approver creation.

• Send welcome and onboarding communications.

• Assist with requests for customer-facing reporting.

• Assist in meeting preparation and decks for customer business reviews.

• Own item cross-reference bids start to finish; research alternative-product options and clean up customer-copy presentation files.

• Consult with Sales on multi-site, multi-product, and complex/non-code quote-to-order requests; process Paper Desk pallet-to-truckload quote-to-order transactions directly.

• Provide sales reps with account and deal context ahead of customer meetings (pricing history, open items, account status).

• Facilitate research and resolution of open credits, price variances, and billing setup changes (indirect, consolidated, etc.); produce invoice copies with the AP team. Support cash application research, bill management issues, and ACH payment questions.

Education and Experience:

• Level of Formal Education: High School diploma or equivalent, Bachelors preferred

• Area of Study: Business, sales, or a related field preferred

• Minimum Years of Experience: 2

• Type of Experience: Sales support, sales operations, account administration, or a B2B customer-facing role.

• Technical Competencies & Information Systems: Proficiency with CRM (Salesforce or equivalent) and Microsoft Office (advanced Excel preferred); familiarity with order-to-cash / quote-to-cash processes preferred.


• Skills & Abilities: Strong attention to detail and accuracy in data entry, pricing, and account maintenance. Organizational and time-management skills; ability to prioritize independently in a channel with no ticket queue. Clear written and verbal communication with sales reps, customers, and cross-functional teams (Pricing, Contracts, Billing, IT). Ability to coordinate across departments and drive a multi-step issue to closure without formal project-management authority. Basic negotiation skills to resolve pricing or billing concerns and reach fair, timely outcomes. Self-starter, comfortable operating on judgment rather than a rigid script or form. Team-oriented, adaptable to shifting sales-team priorities. Experience supporting a B2B or distribution sales team is a plus.

About The ODP Group : The ODP Group, through its business entities ODP Business Solutions and Office Depot, is a leading provider of products, services, and technology solutions through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores.


Commitment to Safety : We are committed to maintaining a safe and healthy work environment for our Coworkers and our customers. All Coworkers are expected to support our operational safety culture by working safely and addressing potential hazards or concerns.


Disclaimer : The above statements are intended to describe the general nature and level of work being performed by Coworkers assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of Coworkers so classified. Other duties may be assigned.


Pay, Benefits & Work Schedule : The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunities to move and grow within our organization! You may be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions.


Equal Employment Opportunity : The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.


We will consider for employment qualified applicants with arrest and conviction records pursuant to the City & County of San Francisco Fair Chance Ordinance.


Application Deadline : The job posting will remain open for a minimum of 3 days and will expire once the position has been filled.


How to Apply : Click the "Apply Now" button and follow the instructions on each page. When you have completed the application, click the "Submit" button.