Sales Support Representative

Position Summary

The Sales Support Representative serves as a critical resource to the Vice President of Sales and the broader Sales organization by providing comprehensive administrative, operational, and customer support. This role acts as a key liaison between customers, the sales team, and internal departments to ensure effective communication, timely issue resolution, and seamless execution of sales processes. The incumbent will support account management activities, pricing administration, complaint resolution, business compliance requirements, and special sales initiatives while maintaining a high level of accuracy and customer service.

Key Responsibilities

Customer and Sales Support

• Provide high-level administrative and operational support to the Vice President of Sales and Sales Representatives.
• Serve as a primary liaison between the Sales Team and customers to address requests, inquiries, and issues.
• Facilitate communication and coordination between the Sales Team and internal departments, including Operations, Quality, Graphics, Customer Service, Engineering, Finance, and other cross-functional teams.

Account Management and Administration

• Manage account maintenance activities, including: 
  • New customer account setup
  • New product item number creation
  • Product specification changes
  • Price changes
  • Credit application and account setup documentation
• Maintain accurate customer records and related sales documentation.

Pricing and Compliance

• Review and assist with customer quotation and product costing requests in collaboration with the Pricing Administration team.
• Administer index and market-based price adjustments within assigned territories, including: 
  • System updates
  • Customer notifications
  • Maintenance of customer email and mailing distribution lists
• Support internal and external pricing audits by providing required documentation, data, and responses.
• Ensure business compliance requirements are met within assigned territories.

Complaint Resolution and Customer Service

• Manage the customer complaint process by: 
  • Entering and tracking complaints
  • Coordinating investigations with internal departments
  • Ensuring timely completion and resolution
  • Preparing formal Root Cause/Corrective Action (RC/CA) responses for customers
• Respond to customer requests for: 
  • Product specifications
  • Certifications
  • Marketing materials
  • Surveys
  • Requests for Information (RFIs)

Financial and Operational Support

• Investigate customer short-payments and accounts receivable issues and coordinate resolution with the appropriate departments.
• Assist with Request for Quotation (RFQ) preparation and submission.
• Support regional drop trailer initiatives, including processing and maintaining drop trailer agreements.

Team Participation and Special Projects

• Attend and actively participate in Sales and Sales Support Representative team meetings.
• Perform additional duties, assignments, and special projects as directed by management.

Requirements

• Bachelor's degree preferred, or equivalent combination of education and relevant work experience.
• Minimum of three (3) years of experience in sales support, customer service, sales administration, marketing, or a related field.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities and deadlines in a fast-paced, highly dynamic environment.
• Excellent problem-solving and conflict resolution skills.
• Strong organizational and time-management abilities.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to work with a high sense of urgency and responsiveness.
• Excellent verbal, written, and electronic communication skills.
• Self-motivated with the ability to work independently and with minimal supervision.
• Strong interpersonal skills and ability to collaborate effectively across departments.
• Occasional travel to manufacturing and facility locations as required.

Physical Requirements

• Regularly required to sit for extended periods while performing office-related work.
• Frequently required to use hands and fingers for computer and office equipment operation.
• Must be able to reach with hands and arms, communicate verbally, and hear effectively.
• Frequently lift and/or move up to 25 pounds.
• Occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment is primarily office-based with regular interaction with customers, sales personnel, and cross-functional teams. Occasional travel to plant and customer locations may be required to support business needs.