Sales Support Specialist - Des Plaines, IL

Sales Support Specialist

Job Objective: To support Territory and Industrial Sales Representatives, with a focus on assisting our top-performing sales reps, by servicing existing accounts, maintaining long-term customer relationships, growing share of wallet (SOW), and delivering exceptional customer service. This role ensures seamless support tailored to the unique needs of Territory Sales Representatives, who focus on specific geographic areas, and Industrial Sales Representatives, who specialize in accounts within industrial markets.

Essential Duties and Responsibilities: In addition to the essential job functions described below, all associates will perform duties as requested by management. Assigned responsibilities and duties may vary based upon location size and operation.

Customer Relations

• Work in tandem with an ISS/TSR to provide account maintenance and extend the reach of our strategic salesforce
• Perform account management functions including assessing inventory needs, upselling and increasing SOW, new product presentations, and operational and billing issue resolution
• Meet or exceed existing account sales and profit goals established by expanding product utilization
• Perform regular and consistent onsite visits with customers
• Initiate contact and re-engage low volume accounts or customers with infrequent sales contact
• Develop and maintain relationships with assigned customers to include key accounts
• Ensure follow up with customers on orders and inquiries
• Maintain and update customer pricing

Leadership

• Ensure customer satisfaction
• Promote company capabilities to customers
• Promote Marketing promotions and programs to customers
• Develop and maintain vendor relations
• Explain company policies and procedures (warranty information, collections policy, return goods policy, etc.)
• Address and resolve customer complaints in a timely basis
• Assist in development of Annual Strategic Planner to include the sales budget for customer list
• Monitor sales trends and product performance results
• Continually enhance sales skills in order to promote a professional image

Other

• Maintain communication with management with regards to pricing issues in the market place
• Maintain communication with management by developing weekly itinerary and use of MAP reports
• Ensure customer account information is accurate in the system
• Provide support and feedback to Warehouse Management on shipping issues
• Provide support and feedback to Credit Department as it relates to customer accounts
• Review trial balance with Credit Manager monthly
• Maintain a clean and organized company car
• Represent the company in a professional manner at all times ensuring quality customer service
• Abide by all policies, rules, and regulations of the company including all applicable safety rules, regulations and procedures
• Support corporate programs, goals, and initiatives of the company
• Work overtime as needed
• Possess and maintain an unrestricted, valid driver's license.
• Perform the essential duties and responsibilities listed in this job description in a manner that would not endanger the health or safety of the employee, other employees, customers, or members of the public

Knowledge, Skills, and Abilities:

• Customer service skills
• Sales skills
• Capable of analyzing issues and developing solutions
• Ability to be creative and innovative
• Excellent communication skills (oral and written)
• Interpersonal skills
• Judgement and decision-making ability
• Listening skills
• Organization and time management skills
• Product knowledge
• Vendor knowledge
• Understand how to interpret reports analysis, channel products, and customers

Performance Measurements:

• Growth of existing account sales and gross profit
• Accounts in 90 days column
• Credits written in timely manner as indicated in Outside Sales Compensation Plan
• Customer feedback
• Sales of strategic products
• Inventory management
• Order management accuracy
• Development and ongoing measurement of sales compared to sales budget

Requirements:

• Minimum of 2-3 years of experience in sales support or customer service is required-preferably in a B2B environment.
• Proficiency using a CRM to manage customer data preferred
• Must be comfortable managing multiple tasks with competing deadlines
• Experience working with sales teams to help achieve their objectives is preferred
• Some college preferred
• Any Affiliation with the National Customer Service Association (NCSA) or International Customer Service Association (ICSA) a PLUS, but not required