Sales Support Specialist

About the Job

Position Summary:

The Sales Support Specialist provides essential support to the Sales Team by managing customer communications, processing orders, and maintaining accurate sales-related databases. This role includes resolving customer issues, assisting with reporting and KPIs, maintaining installation records, and analyzing trends to identify areas for improvement. Additionally, the Sales Support Specialist collaborates with Territory Sales Managers, remains informed about new product launches, and recommends enhancements to the installation processes. The goal is to enhance customer experience, strengthen customer relationships, and meet installation goals.

Responsibilities:

• Resolve customer issues related to orders, account status, and service concerns.
• Assist Regional and Territory Sales Managers (RSMs and TSMs) with KPI tracking and reporting.
• Liaise with TSMs & RSMs to verify Purchase Order (PO) accuracy and create corresponding Sales Orders (SO) on time.
• Stay updated on product and feature launches to ensure sales documentation reflects accurate offerings.
• Review pending orders and installation requirements; confirm customer requests and data accuracy.
• Take full ownership of sales orders from P.O. receipt to S.O. creation.
• Follow the installation checklist and contribute to process improvement initiatives.
• Ensure compliance with departmental ISO 9001 standards and company quality policy.
• Submit daily timecards accurately and on time.
• Ensure installation templates, required documentation, and field service rep (FSR) assignments are accurate in the installation calendar.
• Perform other duties as assigned.

Detailed Functions:

Data Entry & CRM Management:

• Accurately enter customer and sales data into the CRM system.
• Maintain up-to-date and accurate customer records.

Quoting & Pricing Support:

• Assist in preparing customer quotes and pricing proposals.
• Work with the sales team to ensure fast and accurate responses to pricing and inquiry requests.

Order Processing:

• Process sales orders accurately and coordinate across departments as needed.
• Track order status and share updates with team members supporting the account.

Customer Communication:

• Collaborate with TSMs and Installation Lead to maintain professional communication with customers via phone and email.
• Follow up with customers to ensure satisfaction and collect service feedback.

Inventory Management:

• Partner with the inventory team to confirm product availability and relay information to the sales team.

Documentation & Record-Keeping:

• Support account representatives in maintaining well-organized sales documentation.
• Assist in managing customer account files and updates.

Training & Development:

• Remain up to date on company products, services, and sales procedures through training initiatives.

Scheduling:

• Schedule customer installation, training, and service trips with appropriate lead time.
• Assign field service representatives to each job and update the calendar in real time.
• Adhere to all scheduling policies, formatting standards, and customer coordination expectations.
• Oversee multiple customer accounts concurrently.

Qualifications:

• Minimum of 2 years' experience in administrative support or inside/tele-sales.
• High school diploma or equivalent required; bachelor's degree in business or related field preferred.
• Advanced proficiency in Microsoft Office Suite and CRM systems (Salesforce preferred).
• Strong organizational and time management skills.
• Excellent verbal and written communication abilities.
• High attention to detail and accuracy in data entry and documentation.
• Collaborative team player committed to delivering outstanding customer service.

Competency:

• Self-Motivation.
• Effective Communication.
• Relationship Management.
• Personal Accountability & Professionalism.
• Time Management.

Physical Demands:

This is a physically demanding job which includes stooping, bending, kneeling, crouching, reaching, standing for long periods of time, walking, pushing, pulling, lifting, grasping, hearing and talking. May exert up to 50 pounds of force frequently, and up to 20 pounds of force constantly in order to relocate or move objects. Visual acuity including color, depth perception and field of vision is required daily.

Additional Requirements:

• Full-time position (40+ hours per week).
• Standard hours: Monday-Friday, 8:00 a.m. to 5:00 p.m.
• May require extended hours and weekend work to meet customer needs or deadlines.
• Pre-employment drug test and background check required.

VirTra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.