JOB SUMMARY 

The Sales Support Representative plays a crucial role in ensuring seamless communication and efficient operations throughout the sales and logistics processes. This position proactively notifies the OSR and Sales Support team of expiring orders via email and phone, providing essential details and facilitating timely follow-ups to enhance customer satisfaction.

Key responsibilities include establishing and maintaining customer contact through outbound and inbound calls, keeping customers informed about impending credit holds, prepayments, and order statuses. The representative will also update and maintain customer information in the CRM database, ensuring accurate records of interactions, transactions, and complaints.

The role requires a commitment to quality service by adhering to company policies and procedures. The Sales Support Representative will communicate effectively with internal and external contacts to facilitate the sales order process, ensuring high accuracy in processing orders, managing payments, and coordinating delivery details.

KEY RESPONSIBILITIES & ACCOUNTABILITIES 

• Notify Team of Expiring Orders: Proactively inform the team via email and phone about upcoming expiring orders to ensure timely follow-up and action. This includes providing details on the orders, potential impacts, and any necessary steps to facilitate renewals or adjustments. Maintain clear communication to help the team prioritize tasks and enhance customer satisfaction.
• Communication: Establish customer contact by making outbound calls and receiving inbound return calls. Keeping customers aware of impending credit holds, pre payments, short ships. Phone campaigns (what have you not bought from CL, are you getting our availability, is all your company info up to date.)
• Customer Database Information: Update customer information in CRM database for email campaigns. Review weekly email bounce backs and update CRM. Maintain records of customer interactions, transactions, and complaints inside CRM. 
• Quality Service: Ensure quality service by following company policies and procedures 
• Sales Order Process: Communicate with internal and external contacts to facilitate the sales process. High level of accuracy when processing sales orders and following internal protocols for relaying information to customer and OSR. Ensuring payments are made before cut off, Attaching load numbers, communicating with customers as to projected delivery date and time, and adding freight to the orders, send finalized orders to sales reps who forward to customers Adding freight amount on sales order. Create shippers. Enter load sequences on multiple drops. Load submitted all orders before cut off time. Receiving prepayment and removing credit holds
• Logistics Coordination: Assist with building and maintain records of partial truck orders, ensuring timely communication with outside contract carriers. Maintain clear and consistent communication with customers regarding their orders and delivery status, ensuring a high level of service and satisfaction. Prepare and send out quotes for transportation services.
• Ensure Handling of Requests: Ensure that customer requests are implemented on time, handle and coordinate logistics, filing purchases and tracking shipments. Take crop photos for OSR as needed. 
• Claims Processing: Administrative support to the claims process.
• Curbside Customer Service: Answering Curbside customer questions via email, and processing curbside paymentCreate shippers and load numbers for Curbside orders. 

QUALIFICATIONS 

• Working knowledge of products and services and current inventory
• Assist in process improvement efforts as they relate to the order fulfillment processes
• Detail oriented, thorough, ability to follow processes and procedures with accuracy and consistency
• Able to handle multiple tasks and priorities in a professional positive manner
• Written and verbal communication skills, able to effectively communicate with a wide variety of stakeholders
• Energetic, ability to work in a fast paced environment, meet deadlines and maintain a positive, growth mindset
• Promotes teamwork and collaboration

HOURS OF WORK 

This is a full-time position. Days and hours of work are Monday through Friday, 40+ hours per week. Occasional evening and weekend work may be required as job duties demand.

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computer, photocopiers and smartphones. Occasional bending, lifting and carrying of objects not to exceed 20 lbs. Occasional exposure to outdoors.

NOTICE