Sales Support Specialist

Job Description

Job Description

The Ideal Candidate – Sales Support Specialist:

We are seeking an experienced and motivated Sales Support Specialist to serve as a key bridge between our sales team and customers. They will be responsible for administrative tasks such as processing orders, managing customer accounts, logistical details and assisting with sales documentation. This role goes beyond standard support, requiring an individual who can manage complex escalated issues, mentor junior staff, and drive sales retention. The ideal candidate ensures exceptional customer satisfaction while supporting the Customer Account Associates and Sales Account Managers.

Key Role Responsibilities:

• Respond to customer inquiries regarding product availability, order status, and general sales support.
• Process and track customer orders accurately in the CRM system.
• Manage sale leads through Salesforce
• Process regulatory and other requests through Salesforce.
• Facilitate weekly Sample Order meetings
• Prepare order reports as needed
• Work cohesively with Demand Planning, customers, and outside warehouses on inventoried items.
• Maintain accurate/up to date customer price lists and timely advise customers of price changes
• Work cohesively with supply chain buyer/planners, coordinating changes needed on customer orders
• Address and resolve customer complaints, escalating as necessary.
• Follow up with customers to ensure satisfaction and promote repeat business.
• Train and support new CS and sales team members on system support.
• Assists with team coverage when other staff members are out of office
• Facilitate communication between sales, market management and customer service teams.
• Work with CS Manager on projects/teams. Assisting in developing, establishing, and maintaining standard practices and procedures for customer service and related functions.
• Provide feedback and suggestions to improve sales processes and customer satisfaction.
• Passionate attitude towards change, learning new tools and technologies.

Job Experience and Knowledge Requirements:

• 5+ years' experience in customer service and account support/management in the manufacturing or paper industry.
• Preferred Associate/bachelor's degree in business administration, Marketing, or a related field
• Proficiency in SAP, Salesforce, and Microsoft Office Suite
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities
• Attention to detail and accuracy in data entry and reporting
• Ability to work collaboratively in a team environment
• Customer-focused with strong problem-solving skills
• Ability to perform in high-pressure situations and meet deadlines
• Analytical skills to interpret order and sales data
• Familiarity with inventory management practices

Benefits:

• Medical, Dental, and Vision Insurance
• Life Insurance and Voluntary Benefit Options
• Health Savings Account with generous annual employer contribution
• Fitness reimbursement program
• Development and career growth opportunities
• Competitive 401(k) matching program
• Paid Time off, volunteer hours, and 11 paid Holidays

We are an equal opportunity employer . All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected by applicable law.