Sales Support Specialist

3 weeks ago

Mississauga, Canada D&H Distributing Full time

This is a hybrid role that can be based in either Toronto, Canada; Harrisburg, PA; or Tampa, FL.D&H is growing Join our 100+ year old, employee‑owned technology distributor, offering end‑to‑end solutions for resellers, retailers, and their clients across SMB and consumer markets.We are empowered by our employee co‑owners who provide industry‑best service and promote a collaborative culture. We offer an Employee Stock Ownership Plan, 401(k), paid time off, medical, prescription, dental and vision benefits, gym reimbursement, work‑from‑home reimbursement, employee purchase program, tuition assistance and much more. As a D&H co‑owner you receive numerous discounts on services. We feel strongly about giving back to the community and promoting sustainable, eco‑friendly business practices.SummaryCustomer‑facing position combining sales and customer service. Works with the sales teams to achieve customer satisfaction, revenue generation, goal achievement and long‑term business goals in line with D&H’s vision and values.ResponsibilitiesManage large number of incoming calls and respond to all customer inquiries such as ETAs, pricing, inventory and “after‑the‑sale” requests.Provide customers with product and service information.Keep customer information and activities current by using our CRM tool.Manage inbound customer calls, emails and instant messages.Resolve customer issues.Welcome, educate and activate new accounts.Project a professional company image through phone, email and instant message interaction.SupportSupport sales team; learn D&H sales process.Process customer orders and returns sent via phone calls, email and electronic data interface in our proprietary software, CCA.Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc.) to be able to create and place orders independently.“Sit in” for reps when they are out of the office, including answering their phone and emails, processing orders, and servicing the accounts in this zone.Work cohesively and in the support of the Sales Rep and their accounts.Order entry, product bids and quotes.Assist in reactivating inactive accounts.Adhere to all company policies, procedures and ethics including company attendance policy.Additional DutiesProcess product returns (RMAs).Interact with vendors as well as co‑owners in other departments.Attend training sessions as required.Meet Service Level Agreements, customer service team goals and targets including call handling quotas.Keep work area neat, clean and hazard free.Must work in other areas, as needed for cross training and/or workload.Other related duties as assigned.RequirementsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Knowledge, Skills, and/or AbilitiesBasic knowledge of computer hardware.Knowledge of the Microsoft Office suite (Word, Excel, Outlook) and required programs.Professional verbal and written communication skills.Ability to use PC, phone, calculator, fax, printer, copier.Education and/or ExperienceAssociate’s degree or higher education preferred.1 to 3 years of office or call center‑based customer service experience.Equal Opportunity Employer (EOE) #J-18808-Ljbffr

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