Representative, Customer Service - Skilled

Job Description:
Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.
This position requires knowledge that is acquired through experience, specialized education or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job requires a basic understanding of work routines and procedures in own discipline. The technical procedures for this level are well defined. The job works within well-defined procedures that may involve a variety of work routines. This job typically requires a minimum of 2 or more years experience.

Work Schedule:
8-4:30 to 9-5:30 ET (candidate should have flexibility in start/end time as these will vary based on what they are supporting)
Hybrid - Onsite M-W, Remote option Th-F. First 6 weeks (training) is fully onsite

Detailed JD:
Sales Support Representative (Contract)

Position Summary
The Sales Support Representative serves as the primary operational partner for assigned sales regions. This role supports sales representatives by managing orders, resolving issues, coordinating with internal teams, and ensuring a high level of customer service while maintaining accuracy and compliance.

Key Responsibilities
Process and support customer orders with accuracy and urgency.
Serve as a primary point of contact for sales representatives and customers.
Research and resolve order, pricing, delivery, and account-related issues.
Coordinate with cross-functional teams including Operations, Contracts, Finance, Customer Service, Logistics, and Technical Support.
Maintain accurate system records and follow established policies and procedures.
Provide proactive communication and follow-up until requests are resolved.
Identify opportunities to improve processes and enhance the customer experience.

Qualifications
Bachelor's degree preferred.
2%2B years of experience in customer service, sales support, account management, operations, or a related field preferred.
Strong organizational skills and attention to detail.
Excellent written and verbal communication skills.
Proven ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and critical-thinking abilities.
Proficiency with Microsoft Office and the ability to learn new systems quickly.

Ideal Candidate
The ideal candidate is customer-focused, highly organized, and accountable. They are comfortable working in a high-volume environment, can adapt to changing priorities, communicate effectively with multiple stakeholders, and take ownership of issues through resolution. Success in this role requires attention to detail, strong follow-through, and a collaborative approach to problem-solving.

Top Skills We Are Targeting
Customer Service
Order Management
Attention to Detail
Communication
Problem Solving
Time Management
Adaptability
Accountability
Cross-Functional Collaboration
Microsoft Office Suite
SAP experience helpful
Salesforce experience helpful
JD Edwards experience helpful

Top must haves:
Attention to detail and accuracy in work
Excellent sales partnership and communication skills (combo of oral and written communications)
Organization and time management skills
Autonomy in responsibilities (role has measurable metrics but how to meet metrics up to candidate)
Learning oriented, adaptable and team mindset

Nice to haves:
Experience working in multiple systems and directly with sales representatives
Order management experience systems such as JDE, SAP experience, salesforce, Microsoft suite
Prior success in high volume transactional environment (not industry specific so banking and manufacturing experience work too)
Forward thinking on problem solving (proactive)

IV Process:
rounds - 1 with HM and 1 with another FTE

OT:
Potential for OT and required on final business day of month (stay until around 7-7:30) to support late incoming orders to count for said month
OT as needed 45 hours (5 OT) weekly max

Team Structure:
Contingent will be reporting to Chanel (HM)
Sales team about 18 people, subset of larger sales team of around 45
More independent work but collaboration for coverage, meetings, etc
Not a customer facing role, more working with internal teams