Sales Support Specialist - Wave

DescriptionSales Support Specialists are responsible for managing the full sales order process and supporting Sales efforts. Duties include order entry, coordination with vendors, handling lead times, and ensuring timely fulfillment. Provides proposals, negotiates pricing, and maintains customer satisfaction throughout projects.

The position typically reports to the Manager, Sales Support.

Responsibilities and Duties:

Order Preparation

Reviews and proofs order for basic information (ship to, bill to, contract number, etc.), accuracy and completeness
Submits orders through ERP system and sends purchase orders to manufacturer partners.

Sales Order Management

Disperses order information to appropriate internal and external personnel (sales staff, operations, customer, etc.)
Checks acknowledgments against order; resolves discrepancies with factory and/or original Sales Coordinator.
Maintains master sales order and work order files, ensuring the file is complete and up to date.
Interfaces with factory on order status, current lead times, reservation of manufacturing for future/project orders, specials requirements, C.O.M. requirements, etc.

Installation/Delivery Folders

Prepares installation/delivery packet for operations (install drawings, delivery tickets, etc.)

Departmental Assistance

Assist Sales and Designers with product research and technical order information.
Coordinate all customer projects and work orders: implementation of customer orders and service requests. Creates project number and quote.
Completes any necessary revisions to order throughout budgeting process.
Coordinates with internal departments to maintain successful project flow between Designers, Project Managers, Project Coordinators, Installation Crews, etc.
Provides frequent and regular status reports to customers regarding project and work order status.

Process, Quality and Customer Satisfaction

Ensures standards of performance are met for all customer work activities.
Assists with establishing costs and sell amounts for all account products and services, based on contract pricing, gross margin guidelines, and established service pricing; is responsible for “cost-of-sale” against account purchases.
Assists with ensuring documentation standards are maintained for all account activities; ensures dealership process and procedures are followed.

On-going

Participate in team meetings as scheduled.
Communicate with customers regarding order status, punch list resolution, and the scheduling of orders for delivery/installation when Project Manager is not assigned. Including providing clarifications and answers for customer’s questions regarding order issues, as needed.
Manage warranty claims with vendor partners submitted by the PM Team and/or customers.
Complete bid/RFP forms and/or documents.
Manage team assignments to ensure workload activities are appropriately balanced and supported.

Other duties as assigned.

Qualifications

Required skills

3 to 5 years of experience in customer service-related field
Microsoft Office Suite
Exceptional customer service skills & multi-tasking abilities
Work in fast-paced environment
Build strong relationships with internal team (such as sales, design & project management)
Detail-oriented
Ability to organize and prioritize workloads
Communicate effectively across multiple departments

Preferred skills

Moderate to a high level of product knowledge
Moderate to high-level expertise in vendor/customer discounting
Moderate to a high level of independence – able to work with minimal supervision
Khameleon (Business System)
Project Spec (product specification software)
PlanGrid
Adobe Acrobat