Sales Support

Sales Support Specialist

The Sales Support Specialist will provide critical administrative support to Account Managers, ensuring efficient processing of quotes to orders, handling RMA (Return Material Authorization) and SRO (Service Request Order) tasks, and managing the tracking queue. These roles are designed to streamline sales operations and enhance customer experience by supporting the full order lifecycle and related administrative functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:

• Prepare, review, and process customer quotes and purchase orders.
• Ensure accurate entry of customer and shipping data into ERP/CRM systems (e.g., SyteLine, Salesforce).
• Generate order confirmations and invoice requests (limited volume).
• Proactively identify and resolve order discrepancies or delays.
• Initiate and track RMA and SRO requests, ensuring timely resolution.
• Maintain detailed records of all RMA/SRO activities and communications.
• Coordinate with internal teams (service, operations, logistics) for efficient processing and follow-up.
• Monitor and update the tracking queue for orders, returns, and service requests.
• Communicate order status, tracking information, and delivery timelines to Account Managers and customers.
• Escalate issues or delays to appropriate internal teams for resolution.
• Maintain comprehensive records in CRM/ERP systems for all transactions and customer interactions.
• Support data accuracy and troubleshoot system-related issues as needed.
• Assist in onboarding and training new team members on tools and standard processes.
• Serve as a liaison between Account Managers, sales, operations, finance, and service teams.
• Respond promptly to customer inquiries and resolve service-related issues.
• Support retention efforts through follow-up communications and satisfaction surveys.
• Ensure compliance with company policies, service standards, and regulatory requirements.
• Conduct periodic audits of records and documentation for accuracy.
• Recommend quality improvement actions based on recurring service issues.