Sales Support Representative

Job Title

The Role

Respond to customer inquiries and convert quotes into sales.

Build and maintain strong customer relationships.

Ensure processes remain aligned with company objectives.

Position is based in Tampa, Florida.

Primary Responsibilities:

• Liaise with customers regularly regarding replacement of impaired or worn spare parts.
• Resolve product or service issues by:
  • Clarifying the issue and determining the root cause.
  • Identifying the best solution.
  • Communicating with all involved parties.
  • Following up to ensure resolution and escalating when necessary.
• Research and prepare quotes based on customers' operational needs, timelines, and budgets.
• Look up part numbers, provide quotes, process orders, and send confirmations to customers.
• Review supplier options and select sources based on cost, quality, and delivery timelines.
• Prepare accurate purchase orders and maintain records throughout the procurement lifecycle.
• Track shipments and proactively communicate status updates to customers.
• Investigate shipment delays, verify deliveries, and resolve discrepancies or damages.
• Monitor outstanding quotes and follow up to convert them into sales orders.
• Follow established quoting and ordering processes for spare-part requests from Field Service Technicians.
• Analyze return requests, inspect incoming returns, and complete internal return procedures.
• Coordinate supplier returns, replacements, credits, and repairs, including reordering and customer follow-up.
• Process blanket purchase orders for customers committing to annual part volumes.
• Obtain discount approvals with the Service Director and Service Sales Managers.
• Maintain inventory levels by proactively ordering commonly used parts.
• Manage customer requests for machine documentation, including quoting, sourcing, ordering, and delivery.
• Prepare detailed machine quotations covering:
  • Configurations and technical specifications.
  • Optional features.
  • Pricing structures.
• Collaborate with engineering, production, and sales to validate machine specifications, feasibility, and lead times.
• Ensure machine quotes include accurate costing, margins, freight, installation scope, and contractual terms.
• Convert approved machine quotes into sales orders with accurate pricing, specifications, and delivery schedules.
• Track machine orders, delivery timelines, and installation scheduling.
• Communicate proactively with customers regarding machine order status, delays, and changes.
• Manage change orders and revisions, including pricing and documentation updates.
• Ensure machine-related technical, commercial, and compliance documentation is complete and properly recorded.
• Monitor shared inboxes and triage communications according to department protocols.
• Maintain consistent messaging around product quality and service offerings.
• Communicate regularly with customers regarding orders and service requests.
• Identify opportunities to improve departmental processes and workflows.
• Collaborate with warehouse, logistics, production, and service teams to provide a seamless customer experience.
• Maintain accurate customer and machine data in Business Central.
• Record customer interactions, including inquiries, quotes, orders, complaints, and resolutions.
• Develop proficiency with Microsoft Office, Business Central, DocuWare, and Pro.file.
• Adhere to documentation standards and productivity tracking requirements.
• Perform other duties as assigned.

Requirements

• Bachelor's degree or equivalent experience.
• Intermediate proficiency with:
  • Microsoft Word.
  • Excel.
  • PowerPoint.
  • Outlook.
  • Teams.
  • OneDrive.
  • SharePoint.
• Fluent in English; bilingual skills are a plus.

To Be Successful You'll Need

• Influence & Negotiation: Ability to negotiate solutions, positively influence customer relationships, and communicate persuasively.
• Initiative: Proactive, self-motivated, and willing to take action without being asked.
• Empathy: Ability to understand others' perspectives and demonstrate care for customers and colleagues.
• Active Listening: Give full attention, ask clarifying questions, summarize conversations, and contribute ideas appropriately.
• Communication: Communicate clearly, concisely, respectfully, professionally, and confidently across different channels.
• Problem Solving: Assess situations, identify obstacles, make decisions, and develop effective solutions.
• Critical Thinking: Identify problems, research facts, recognize biases, focus on relevant information, and draw sound conclusions.
• Responsiveness: Address issues promptly, demonstrate urgency, and respect others' time.
• Time Management: Plan ahead, prioritize tasks, stay organized, and manage competing responsibilities effectively.
• Attention to Detail: Produce thorough, accurate work with minimal errors and little need for correction.