Sales Support Manager

**B.O.B. HEADQUARTERS INC.**, part of Humble & Fume Inc., is a leading smoke/vape accessory distributor, and the most trusted partner and brand representative in the industry. With a strong North American footprint, and an unrivaled catalogue of brands and products, we continue to be a selling organization that reflects the needs of cannabis retailers.

We are looking for an enthusiastic and professional **Sales Support Manager** to join the Team.

Position: Regular, Full time in the Sales Department

Schedule: Monday through Friday, 9:00 am to 5:30 pm

Location: Work-from-Home (you will be provided all equipment required to perform work)

**Why choose Bobhq Trading?**
- We are a leading smoke/vape accessory distributor, with the vision to become the global leader in the distribution of cannabis related products.
- We have an entrepreneurial minded attitude, that welcomes and supports individual ideas and strategies.
- We provide investment and support into employees, and the room to learn, grown and develop their expertise.
- We offer career advancement.
- We offer competitive pay plan and life/health/dental insurance plan.
- We offer paid days off.

**About the opportunity**

As an integral part of the “we can do that” operation, this performs a variety of duties related to supply chain and procurement purchasing. This role is responsible for managing the sales support and customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance:

- **Objectives**:_
- Lead sales support and customer service processes
- Support process improvement
- Review and resolve customer escalations
- Train sales support team
- Provide direct sales support to the department/sales operation
- **Responsibilities**:_
- Oversee the design and implementation of sales support execution standards in pursuit of achieving customer excellence goals
- Manage the Sales Support Team to ensure successful support to the sales team and troubleshooting assistance
- Devise, implement and execute sales support processes and programs
- Manage the company’s sales support systems
- Continually assess sales support processes and suggest improvements as necessary
- Provide high-level support to the sales force through the execution of administrative tasks
- Provide troubleshooting assistance relating to customer sales orders, account status and relevant issues
- Provide support to key accounts, including order entry, general account maintenance, customer handling and issue resolution, and return management support and credit processing
- Review pending sales/product orders regularly to ensure efficient handling of order fulfillment and backorder management
- Monitor incoming sales/product orders from eCommerce channels (ie. Celigo) to determine order tracking (fulfillment-to-shipping); communicate order status with respective Account Managers
- Act as the sales-to-operation liaison; communicate with Warehouse Managers and/or Fulfillment Leads regarding order fulfillment inquiries, shipments and error tracking
- Answer and field incoming telephone calls, as necessary, when sales team members are unavailable
- Follow-up with customers for administrative purposes (i.e. updating payment or address information, et cetera)
- Expedite requests for rush product/sales orders and alter orders, invoices or shipping data as required
- Support the sales team in processing returned merchandise, including but not limited to:

- inspect returned merchandise
- contact customer to confirm receipt of order
- create return authorization/credit memo
- follow-up through completion of task
- Work closely with receiving and fulfillment team members to solve problems and ensure smooth order processing based on sales needs and priority
- Work closely with financial department to ensure accurate and timely payment of outstanding invoices
- Act as operational coverage during periods of team member absence, including providing sales support
- Manage recruiting, objectives setting, coaching and performance monitoring of sales team members
- Motivate team members to work towards a common objective and deliver desired results
- Monitor the performance of team members to ensure that all newly hired and existing sales support staff are trained on company productivity tools, systems and policies/procedures
- Provide training to sales support team members with respect to the Enterprise Resource Planning (ERP) system (ie. NetSuite), customer invoicing, customer handling, product returns, et cetera
- Work with the leadership team to proactively discuss, plan, and implement process improvements and best practices that promote a positive customer experience
- Provide any necessary data or reports to the sales management team, as required
- Perform other tasks based on management instructions and performance requirements

**Who you are**
- professional and c