Sales Support

**Job Title**: Sales Support

**Department**:Canada

**Reports To**: Senior Sales Team Coordinator

**Status**: Hourly, Full Time

**JOB SUMMARY**

Responsible for performing all activities related to post-sales support including but not limited to the following:
1) Proactive Expediting

2) Reactive Expediting

3) Customer Satisfaction

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**1) **EXPEDITING (PROACTIVE/REACTIVE)**
- Expedite all open orders both reactively from customer inquiries and proactively through backorder reports; contacting vendors and customers; notifying customers and updating Dynamics as necessary.
- Note each sales order and its corresponding purchase order with any changes such as quantity, delays, price discrepancies and/or cancellation requests in detail.
- Update customers of the latest delivery status of their open orders.
- The Open Order and Top Account reports, must be worked on daily and turned in weekly.
- Respond to all customers in a timely, efficient, and professional manner.
- Interact with other departments within Radwell in order to effectively meet customer needs.

**2)** **CUSTOMER SATISFACTION**
- Ensure high degree of customer satisfaction by responding promptly, professionally and efficiently to all customer related requests.
- Maintain organized outlook folders and manage inbox (keep inbox empty); save records of all customer related conversations/communications in Inbox-sub-folders named by a standard main-category (such as: expedites, vendor responses, customer responses, faxes, etc) and archived monthly.
- Use customer/employee feedback and research/testing to suggest corrections and/or improvements within customer related Radwell Systems (including phones, faxes, websites, directions, copy, links, forms, communications, etc).
- Document and assist on special projects as requested (phone surveys, order-audits, training, copy-writing, troubleshooting, testing, etc).
- Report any/all customer complaint's needing manager resolution to Customer Service Manager for follow up/closure.

**METRICS**
- The Open Order and Top Account reports must be worked on daily and turned in every Friday by 3:00pm.
- Respond to all customers in a timely, efficient, and professional manner.

Duties may be modified from time to time. Other duties, tasks and work may be assigned

**CERTIFICATES, LICENSES, REGISTRATIONS**

N/A

**PHYSICAL DEMANDS**

This is an office job and entails the physical demands associated with operating a telephone and computer (viewing monitor, keyboard, mouse).

**EMPLOYEE EVALUATION SUMMARY**
- Introductory - Will be written at approximately 80 days after employment and will be used to determine whether employee has sufficiently met and performed the job requirements, and will indicate whether employment will continue
- Quarterly Reviews will be performed on sections described above
- Annual Reviews - Employee will be given a formal regular annual review which assesses productivity and demonstrated business skills and accomplishments for the previous period.

**WORK SCHEDULE**

You are required to be at your workstation 8:00am-5:00pm Monday through Friday. Any time-off must be requested and pre-approved by the Senior Sales Team Leader. Come to work on time and adhere to accepted time off policies.

**WORK ENVIRONMENT**

The environment is a professional open office environment. It may be necessary from time to time to go to other office, plant and inventory warehouse environments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear “Radwear” (shirt with company logo) at all times once the initial supply (at company expense) has been received. Radwell ID Badge and Radwell access card must be worn at all times. Radwell Safety Policies must be adhered to at all times.

**EMPLOYER'S RIGHTS**

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Accommodations for accessibility are available upon request.

**Required Skills**:
**KNOWLEDGE & SKILLS REQUIRED**
- Strong computer proficiency and ability to learn new software quickly
- Typing proficiency
- Strong problem solving skills
- Strong organizational skills
- Excellent attention to detail
- Excellent written and verbal communications
- Good time management skills
- Must be able to multi-task
- Ability to work at fast pace
- Work well in a team environment
- Ability to maintain confidential information

Required Experience
**EDUCATION & EXPERIENCE**
- Associates degree or HS diploma, Bachelors’ degree a plus
- One to Three years related