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Sales Support

1 month ago

Brampton, Canada Hardwood Giant Full time
Job Summary:

The Sales Support Contact Center Representative provides essential support to the sales team and ensures a seamless customer experience. This role involves handling inbound and outbound calls, assisting customers with inquiries, processing orders, providing product information, and troubleshooting issues. The Sales Support Representative is responsible for acting as a liaison between customers and sales teams, ensuring timely and accurate communication.

Key Responsibilities:

Customer Interaction and Support:
Respond to incoming customer inquiries via phone, email, or chat in a timely and professional manner.
Assist customers with product inquiries, order status, and account information.
Provide accurate information regarding products, pricing, availability, and order details.
Sales Order Processing:
Accurately process customer orders and ensure correct product details, shipping information, and billing are entered into the system.
Track orders and provide customers with regular updates on delivery status and estimated timelines.
Resolve any issues related to order discrepancies or cancellations.
Sales Team Assistance:
Support the sales team by handling administrative tasks such as data entry, lead qualification, and follow-up calls.
Collaborate with the sales team to ensure all customer needs are met and customer satisfaction is maintained.
Prepare sales reports and track KPIs to aid the sales team in performance evaluation.
Problem Resolution:
Address and resolve customer complaints and escalations with a high level of professionalism.
Identify customer issues and work with relevant departments to resolve them promptly.
Document issues and resolutions to provide data for continuous improvement.
Upselling and Cross-Selling:
Identify opportunities to upsell or cross-sell products based on customer needs and order history.
Inform customers of promotional offers, new products, and additional services.
Documentation and Reporting:
Maintain accurate records of customer interactions and transactions.
Prepare daily, weekly, or monthly reports on customer inquiries, issues resolved, and sales support activities.
Use CRM software to document all communication with customers and track follow-ups.

Requirements:

Education: High school diploma or equivalent; an associate's or bachelor's degree in business, communications, or a related field is a plus.
Experience: 1-3 years of experience in a customer service or sales support role, preferably in a call center or contact center environment.
Skills:
Strong verbal and written communication skills.
Proficiency in CRM software (e.g., Salesforce, HubSpot) and MS Office Suite.
Excellent organizational and multitasking abilities.
Ability to work independently and collaboratively with the sales team.
Problem-solving skills and a customer-first mindset.

#HG