The Sales Support Representative will assist the Inside Sales team in processing customer orders.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Fulfill new sales leads and provide data and reports to help the sales team.
• Work directly with Inside Sales Representatives to support their day-to-day duties and operations.
• Ensure customer orders are placed and fulfilled.
• Track sales leads and qualify the opportunity for the Inside Sales Representative.
• Communicate with customers in a timely fashion with a 4-hour SLA on initial response.
• Assist in partner relationships as needed.
• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Communicates and works with other GTS departments such as AR, AP and services to ensure customers issues are resolved and all parties are aware of the action items needed to resolve.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Attention to detail and math for pricing accuracy.

Education and Experience:

• High school diploma or equivalent.
• Customer service experience required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.