Sales Support Specialist

Company: Thermacell Repellents, In
Location: Bedford
Posted on: January 27, 2023

Job Description:

Description: The Sales Support Specialist's focus is to help win and retain professional accounts by providing premier white-glove service in onboarding customers, answering their questions, and resolving technical product issues. This role reports to the GM of Professional Markets and works with the sale team as well as cross functionally with the product and engineering team to provide great service to the professional customer and continually improve our product, materials, and processes. The ideal candidate is passionate about thrilling the customer, loves to solve problems, and thrives in a proactive culture where their solutions improve the customer experience and build the business. Position Status: Exempt Reports to: GM, Professional Markets Hours: 8:30-5:30; but we do what it takes to get the job done and thrill the customer! Location: Bedford, MA (Hybrid; two days/wk. in the office) ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Sales Support:

• Work with customers, sales team and sales reps to onboard customers, set-up new accounts and approve orders for order administration.
• Convert customers by following up, answering questions, and processing paperwork as needed.
• Work with reps to provide a pipeline on sales accounts and opportunities. Review sales conversion metrics and make suggestions that would improve output.
• Update sales dashboards and run monthly reports to make sure sales team is on track to meet annual goals.
• Attend trade shows a few times a year to educate and convert customers. Follow up on customer leads to win new accounts.
• Listen to the customer to understand opportunities, unmet needs or gaps in training or selling materials. Work with the sales and marketing teams to provide a solution and update the customer.
• Provide customer insights or solutions to customer problems as content for eblasts and blogs. Customer Service:
  • Provide excellent customer service to professionals: answer product questions, troubleshoot product issues and provide replacement parts as needed.
  • Listen to the customer to understand opportunities, unmet needs, and gaps in training or selling materials. Act quickly to resolve the issue, working with the sales, engineering, and product teams to solve the problem. Follow-up with the customer to provide the solution.
  • Document customer calls. Analyze data to improve customer service processes.
  • Recommend training materials and website FAQs to answer common customer questions and reduce calls.
  • Thrill the customer. Meet or exceed service level metrics and quality of service. THE IDEAL CANDIDATE PROFILE:
    • Must be able to gain the trust and respect of customers and salespeople. Project a get to yes attitude.
    • Takes satisfaction in a job well done, whether winning an account or solving the customer's problem.
    • Personable, high energy, reliable, ethical, team player.
    • Ability to work effectively and professionally with a wide variety of people and situations both pleasant and unpleasant.
    • Highly resourceful. Ability to get things done and follow up as needed to solve the problem.
    • Ability to multi-task and work under pressure to meet deadlines.
    • Accountability (owns it and holds others accountable for owning it).
    • Proactive (finds opportunities to add value, doesn't wait to be asked). Requirements: REQUIRED SKILLS & EXPERIENCE:
      • Bachelor's Degree preferred or equivalent experience
      • At least two years of customer service, sales, or related experience
      • Excellent communication skills both verbal and written
      • Hands on problem solving and troubleshooting ability
      • Strong customer service and complaint resolution skills
      • Highly organized with attention to detail and accuracy
      • Experienced in working with Microsoft Office Suite especially Excel & PowerPoint
      • Experience with NetSuite ERP a plus PM22 PI201796997

Keywords: Thermacell Repellents, In, Boston , Sales Support Specialist, Sales , Bedford, Massachusetts