Sales Operations Support

Role Overview

• Monitor Slack, email & phone for communication for support requests
• Respond to incoming support requests in a timely and professional manner
• Maintain a high level of of business, system, process and procedure knowledge to communicate consistently and cohesively
• Review order status and provide updates on estimated shipping dates when requested
• Maintain a working knowledge of lead time expectations via regular and direct plant communication
• Use available resources to provide accurate estimated ship date
• Provide Shipping/Tracking information upon request
• Maintain a working knowledge of the Fedex portal, tracking tools and navigation
• Provide shipping status updates upon request
• Perform tracking research for lost or misplaced shipments
• Provide proof of delivery
• File tracking investigations and loss claims
• Manage shipping updates and other communication
• Request return shipping labels/Schedule return pick ups
• Changes & Documentation of Tax Exemption status
• Obtain and record proper tax exempt certificate
• Update tax status and maintain appropriate documentation files
• Enable/Update 30 day credit term Eligibility
• Obtain, review and record proper credit application
• Locate/provide receipts & invoices when requested
• Answer basic billing questions
• Vendor form completion and record keeping
• Update account contact information when appropriate
• Place orders/review and process Purchase Orders when assistance requested
• Complete Order Cancellations
• Handle Special Shipping Instructions
• Handle customer concerns with damaged or missing items; issue replacements
• Handle customer return requests; process refunds
• General troubleshooting and problem resolution
• Manage quote discounts
• Complete outsourcing requests for non-stock items
• Assist with periodic data clean up and correction
• Develop and maintain internal relationships with various departments/business partners to include: Direct management/supervisory team
• Communicate concerns and items that need to be escalated
• Communicate suggestions for processes/procedures & areas for improvement
• Communicate any uncovered needs for additional training for individuals or as a team
• Maintain a level of integrity and trust by providing courteous and professional responses to inquiries
• Maintain a level of system, process and policy knowledge to provide consistency
• Presenting process/system improvement ideas to internal partners that will positively impact the customer experience that were both self-identified or obtained via customer feedback
• Communicating system issues/failures that need to be addressed via an IT Ticket including but not limited to: Customer communicated issues, impacting ease of use or order placing
• Attend Weekly meetings (to be determined and subject to change)

Requirements

• Working knowledge of air filters and HVAC systems
• Ability to work 9-6 CST or 8-5 MST
• Comprehensive knowledge of Pipedrive
• Comprehensive knowledge of Supplybuy
• Comprehensive knowledge of Django Admin and Customer Dashboard
• Thorough Knowledge of Gmail and email systems
• General knowledge of Just Call
• General knowledge of ZoomInfo
• General knowledge of Google Suite
• General knowledge of Microsoft 360
• General knowledge of Adobe Acrobate
• Excellent Interpersonal Skills
• Effective verbal and written communication skills
• Effective presentation skills
• Display empathy and courteousness
• Active Listening skills
• Forward and strategic thinking
• Professional and Polite demeanor
• Display Integrity and Honesty
• Rapport building capability
• Time management
• Self motivation and accountability
• Analytical/Trouble shooting skills/problem solving skills
• Organizational skills
• Flexibility/Resiliency to interruptions
• Attention to detail and accuracy

Tech Stack

• Django

Benefits

• Competitive salary
• Comprehensive benefits package including health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Remote work environment