Arizona: Sales Support Representative

Summary:

The Sales Support Representative (SSR) plays a critical role in ensuring a seamless and exceptional customer experience by providing dedicated support to Account Manager teams.

Operating under the direction of the Sales Director, the SSR is responsible for managing and processing customer orders and quotes, coordinating delivery timelines (ETAs), handling returns (RMAs), and resolving customer inquiries and issues.

This role requires strong attention to detail, effective communication skills, and a proactive approach to problem-solving.

The SSR serves as a tactical liaison between customers, Account Managers, and internal departments such as merchandising and customer support.

By maintaining accurate order records, ensuring pricing integrity, and anticipating potential obstacles, the SSR helps drive operational efficiency and customer satisfaction.

Essential Job Duties:

Order Management & Processing


* Accurately enter customer orders into SAP, ensuring timely and error-free processing.


* Verify and apply special pricing for orders with price exceptions.


* Complete price and cost adjustments as needed to maintain order accuracy.

Customer Communication & Support


* Serve as a primary point of contact for tactical customer communications.


* Provide tracking updates, ETAs, and product allocation details to customers.


* Collaborate with Customer Support to facilitate RMAs and resolve related issues.


* Deliver a "wow" experience through responsive, solution-oriented service

Issue Resolution & Escalation


* Identify and proactively address potential obstacles in order flow.


* Escalate orders when necessary to meet customer expectations and deadlines.


* Work cross-functionally with merchandising and other teams to resolve order-related issues.

Systems & Tools Proficiency


* Demonstrate solid understanding of ScanSource's order management processes.


* Utilize SAP and Salesforce.com to manage quotes, orders, and customer interactions.


* Maintain basic knowledge of various technology groups relevant to customer needs.

Customer Experience Enhancement


* Provide visibility and transparency to customers throughout the order lifecycle.


* Ensure all communications and actions contribute to an unrivaled customer experience.


* Support Account Managers in delivering consistent and high-quality service.

Reporting Relationships


* Direct supervision from Sales Director

Credentials:

Required:


* 4 year college degree or equivalent work experience


* Strong organizational skills and attention to detail


* Track record of achievement and results orientation


* Excellent verbal and written communication abilities


* Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment


* Collaborative mindset with a customer-first attitude

Preferred:


* Proficiency in SAP and Salesforce.com


* Prior experience in o...