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D&H Distributing

Sales Support Specialist - Canada

  • Mississauga, ON, Canada

Full-time

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Job details

Job type
Full-time
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Experience
1 to 3 years of office or call center-based customer service experience.
Posting language
English
Posted

Original job description

Sales Support Specialist

This is a hybrid role that can be based in either Toronto-Canada, Harrisburg-PA or Tampa-FL.

D&H is growing! Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.

  • We are empowered by our employee Co-Owners who provide the industry’s best service, and we promote a collaborative culture.
  • We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
  • As a D&H Co-Owner you receive numerous discounts on services.
  • We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.

Summary

Customer facing position combining sales and customer service. Works with the sales teams for the achievement of customer satisfaction, revenue generation, goal achievement and long-term business goals in line with D&H’s vision and values

Responsibilities

 CUSTOMER FACING

  • Manage large number of incoming calls and respond to all customer inquiries such as ETAs, pricing, inventory and “after the sale” requests.
  • Provide customers with product and service information.
  • Keep customer information and activities current by using our CRM tool.
  • Manage inbound customer calls, emails and IMs.
  • Resolve customer issues.
  • Welcome, educate and activate new accounts.
  • Project a professional company image through phone, email and instant message interaction.

SUPPORT

  • Support sales team, learn D&H sales process.
  • Process customer orders and returns sent via phone calls, email and electronic data interface in our proprietary software, CCA.
  • Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc.) to be able to create and place these kinds of orders independently.
  • “Sit in” for reps when they are out of the office, including answering their phone and emails, processing orders, and servicing the accounts in this zone.
  • Work cohesively and in the support of the Sales Rep and their accounts.
  • Order entry, product bids and quotes.
  • Assist in reactivating inactive accounts.
  • Adhere to all company policies, procedures and ethics including company attendance policy.

Additional Duties

  • Process product returns [RMAs].
  • Interact with vendors as well as co-owners in other departments.
  • Attend training sessions as required.
  • Meet Service Level Agreements, customer service team goals and targets including call handling quotas.
  • Keep work area neat, clean and hazard free.
  • Must work in other areas, as needed for cross training and/or workload.
  • Other related duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS, And/or ABILITIES

  • Basic knowledge of computer hardware.
  • Knowledge of the Microsoft Office suite (Word, Excel, Outlook) of programs required.
  • Professional verbal and written communication skills.
  • Ability to use PC, phone, calculator, fax, printer, copier.

EDUCATION And/or EXPERIENCE

  • Education
  • Associate’s degree or higher education preferred.
  • Experience
  • 1 to 3 years of office or call center-based customer service experience.

EOE
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More about this job

Responsibilities

Handle customer calls, emails, and instant messages; answer questions about pricing, inventory, delivery estimates, and post-sale requests; and resolve customer issues. Support sales representatives by processing orders and returns, preparing bids and quotes, servicing accounts, and meeting customer service targets.

Requirements

The role requires basic computer hardware knowledge, proficiency with Microsoft Office, and professional verbal and written communication skills. One to three years of office or call center customer service experience is requested, and an associate degree or higher is preferred.

Skills

  • Customer Service
  • Sales Support
  • Order Processing
  • Order Entry
  • Returns Processing
  • Product Bids And Quotes
  • Inbound Call Handling
  • Written Communication
  • Verbal Communication
  • Microsoft Office
  • Computer Hardware Knowledge
  • Account Reactivation
  • Vendor Program Knowledge
  • Issue Resolution
  • Time Management

Benefits

  • Employee Stock Ownership Plan
  • 401(k)
  • Paid Time Off
  • Medical Insurance
  • Prescription Coverage
  • Dental Insurance
  • Vision Insurance
  • Gym Reimbursement
  • Work From Home Reimbursement
  • Employee Purchase Program
  • Tuition Assistance
  • Employee Discounts

Visa sponsorship

Not detected in the job text

Categories

  • Customer Service & Support
  • Sales
  • Technology
  • Administrative

Keywords

  • Customer Service
  • Sales Support
  • Technology Distribution
  • Small And Medium-Sized Business
  • Consumer Markets
  • Customer Satisfaction
  • Revenue Generation
  • CRM
  • Microsoft Office
  • Word
  • Excel
  • Outlook
  • Computer Hardware
  • Call Center
  • Inbound Calls
  • Email Support
  • Instant Messaging
  • Order Processing
  • Order Entry
  • Electronic Data Interface
  • Returns
  • RMAs
  • Product Bids
  • Quotes
  • Pricing
  • Inventory
  • Rebates
  • NCBs
  • MBOs

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