JOB DESCRIPTION:  Sales Support Specialist

CLASSIFICATION:    Full Time

POSITION REPORTS TO:  Sales Support Manager

POSITION PURPOSE:  To support the Company’s sales by building and maintaining customer relationships that ensure satisfaction and loyalty, in support of the Company’s vision, strategies, and goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Promptly and effectively handles all customer service functions
  • Answers customer telephone calls, emails, and other inquiries
  • Provides sales quotes to customers and vendors, including TLS
  • Enters, edits, and updates orders
  • Submits purchase contracts to Director of Sales Operations and Director of Quality/Compliance for review and approval as appropriate to ensure contract requirements/specifications are met
  • Communicates delivery dates and lead times to customers
  • Tracks customer orders and shipments and reviews late deliveries
  • Provides product and other information to customers as needed
  • Works with internal teams to research and resolve customer issues and complaints
• Works with Design & Development, Sales, and Supply Chain teams to process orders and ship sample and/or custom garments to sales representatives, dealers, distributors, and customers
• Communicates information regarding customer forecasts to Sales and Supply Chain teams
• Maintains accurate records of all orders, customer communications, and correspondence 
• Works with Supply Chain and Warehouse teams to manage backorder priorities and prioritize shipments
• Generates weekly open order reports as needed
• Participates in customer status calls and meetings as requested
• Provides customer feedback to Sales team and executive management
• Coordinates customer survey process and communicates to internal teams as requested
• Generates Return Sales Orders for customer returns
• Processes customer credit card purchase transactions and has access to confidential customer credit card information subject to the Company’s Credit Card Security Policy
• Performs other duties as assigned
• Performs all duties in accordance with Company Quality Management System

COMPETENCIES:

• Ability to build strong customer relationships
• Strong knowledge of Company products, including features, benefits, and applications
• Strong organizational, time-management, and creative problem-solving skills
• Ability to handle multiple tasks to meet deadlines
• Strong attention to detail and accuracy
• Team-player orientation
• Excellent communication skills, both verbal and written
• Ability to maintain strict confidentiality
• Self-initiating, with the ability to work independently
• Strong typing skills (65+minute)
• Excellent computer skills (Word, Excel, Outlook, MRP/ERP systems, shipping software, web searching, etc.)

MINIMUM QUALIFICATIONS:

• Associates Degree, or equivalent education or experience
• At least two years of experience in customer service; experience working with government contracts/customers preferred

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

The physical demands described are those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is primarily a sedentary position, which requires frequent use of a computer monitor and keyboard. It requires, frequent reaching, grasping, pushing, pulling, and lifting up to 10 pounds. It requires occasional lifting up to 25 pounds. It requires the ability to talk and hear. There are no special vision requirements.  It rarely requires standing, walking, kneeling, crawling and bending.

This position is in an open work environment with moderate office noise.

This is an in-office position