Position Title: Sales Support Representative
Position Location: Remote, Ontario or Quebec Province
Reports to: Director, Manager, or Lead
Job Summary:
The Sales Support Representative aids the sales team to ensure customers are satisfied with the sales department’s performance. They’ll complete clerical and administrative duties for the sales team, like scheduling appointments, answering customers’ questions, and informing customers of their order statuses. Sales Support Representatives are responsible for gathering lists of sales leads and distributing them equally to sales team members.
Ideal candidate profiles will have experience with an IT services/solutions organization supporting a busy sales team. Strong written and verbal communication skills are a must. Bilingual communication skills, speaking English and French at a professional level, are strongly preferred.
Essential Functions:
- The Sales Support Representative (SSR) will be responsible for managing the quoting activity of an assigned list of accounts.
- Follow the published SSR process flow and meet all established SLAs.
- Utilizes NAV and other tools to build customer facing quotes.
- Work with Order Fulfilment Team to insure clean handoff of POs.
- Escalate issues outside of the SSR Process Flow to Sales Operations Manager.
- Work with Account Managers and Pre-Sales teams, to obtain necessary information to build customer facing quotes.
- Work with Distribution and Manufacturers to submit deal registrations, special pricing, quote requests and RMA’s.
- Work with purchasing to place orders.
- Interface with distribution and vendors to manage timely shipments to meet customer requirements.
- Provide order tracking information to Account Mangers and customers.
- Work with Accounting to invoice orders, to include collecting the data required to invoice the orders.
- Work with the maintenance team to create renewal quotes in a timely manner for customers.
- Communicate and respond to customers to answer or resolve any questions or issues on quotes, shipments, tracking or invoices.
- Work with Converge collections team when needed if issues or questions arise on customer payments of invoices.
- Work closely with the Sales Operations Manager and at the same time be independent and a self-starter.
- Work closely with other operations teams in various locations and Converge companies to achieve group and company goals.
- Excellent verbal and written communication skills.
- Ethical and Critical Thinking.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- 5-7 years’ experience
- Associate degree or equivalent experience
- Proficiency with CRM tools.
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