Sales Support Specialist

Job Description

Job Description

Description:

About Paragon Micro

At Paragon Micro, we're redefining how organizations procure, deploy, and manage technology. As one of the fastest-growing IT solutions providers in the United States, we partner with industry leaders including Microsoft, Dell Technologies, Cisco, HP, Lenovo, Google, and thousands of technology manufacturers to deliver innovative solutions across commercial, healthcare, education, government, and enterprise markets.

Our success is built on delivering exceptional customer experiences through a combination of technical expertise, operational excellence, and trusted partnerships. As we continue to grow, we're seeking a Sales Support Specialist who thrives in a fast-paced environment and is passionate about supporting clients and sales teams through flawless execution.

Position Overview

As an onsite Sales Support Specialist, you will play a pivotal role in supporting the sales organization and ensuring a seamless customer experience throughout the technology procurement lifecycle. Serving as a key liaison between Account Executives, clients, distributors, and OEM partners, this individual is responsible for managing order execution, fulfillment coordination, renewals, returns, and client support activities.

This role is ideal for a highly organized, detail-oriented professional who enjoys working at the intersection of sales, operations, and customer success. Rather than focusing on cold calling or business development, the Sales Support Specialist is responsible for ensuring technology solutions are processed accurately, delivered efficiently, and supported throughout the customer lifecycle.

Key Responsibilities

Sales Support & Customer Experience

• Partner closely with Account Executives to support pre-sales and post-sales activities throughout the customer lifecycle.
• Serve as a primary point of contact for clients regarding order status, fulfillment updates, renewals, billing inquiries, and service-related issues.
• Deliver proactive, professional communication to clients and internal stakeholders regarding order progress and issue resolution.
• Support customer retention by helping ensure a smooth purchasing and post-purchase experience.

Order Management & Fulfillment

• Process and manage complex technology orders, including hardware, software licensing, cloud subscriptions, and professional services solutions.
• Validate configurations, pricing, billing details, and manufacturer part numbers to ensure order accuracy.
• Monitor open-order backlogs and proactively address fulfillment delays, supply chain constraints, and shipping issues.
• Coordinate order fulfillment activities with distributors, OEMs, and internal teams.
• Maintain accurate order records and documentation within company systems.

Vendor & Partner Coordination

• Work directly with leading technology distributors and manufacturers to manage procurement activities, shipping logistics, and order escalations.
• Assist with deal registration tracking, vendor communications, and fulfillment issue resolution.
• Build strong working relationships across the technology channel ecosystem.

Returns, Renewals & Escalation Management

• Manage Return Merchandise Authorization (RMA) requests for defective, damaged, or incorrectly ordered products.
• Track software renewals, maintenance agreements, and SaaS subscriptions to help ensure continuous customer coverage.
• Serve as the first point of escalation for billing discrepancies, shipping errors, transit damage, and fulfillment concerns.
• Coordinate resolution efforts with vendors, distributors, and internal stakeholders.

Required Qualifications

• 2+ years of experience in inside sales, sales support, customer success, order management, account coordination, or related functions.
• Strong attention to detail with a commitment to operational accuracy.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM, ERP, and Microsoft Office applications.
• Commutable distance to work in our Corporate Office, located in Buffalo Grove, Illinois.
• Must be a U.S. citizen.

Preferred Qualifications

• Experience within the IT, technology, distribution, OEM, or VAR industry.
• Familiarity with technology procurement processes, software licensing, and cloud subscription models.
• Experience working with distributors such as Ingram Micro, TD SYNNEX, Arrow, or similar technology partners.
• Experience using NetSuite ERP or comparable enterprise systems.
• Knowledge of technology products, bills of materials (BOMs), and vendor ordering processes.

Success in This Role

• Successful candidates will demonstrate:
• Exceptional accuracy in order processing and transaction management.
• Timely responses to client and internal inquiries.
• Effective management of open-order backlogs and fulfillment issues.
• Strong customer satisfaction through proactive communication and issue resolution.
• Efficient handling of returns, credits, and renewal activities.
• Consistent collaboration with Account Executives, vendors, and operational teams.

Why Join Paragon Micro?

• Gain exposure to some of the world's leading technology manufacturers and solutions providers.
• Work directly alongside Account Executives, Solutions Architects, and Operations leaders.
• Develop expertise across sales operations, procurement, customer success, and technology distribution.
• Build a strong foundation for future career growth into Account Management, Sales, Procurement, Customer Success, or Operations Leadership.
• Join a high-growth organization where your contributions directly impact customer success and company performance.