Customer Support Sales Representative
Monroe, CT (hybrid after 90 days)
Salary: $58,000 - $60,000
Primary Responsibilities:
- Function as a brand ambassador and as “one point of contact” with the customer, representing this prestigious, well-known portfolio of consumer products; CSSRS will be accountable for each call experience from start to finish with an anticipated positive outcome.
- Provide superior account management & sales support to all customer accounts and internal sales managers.
- Use sales aptitude to develop creative, well thought out product and production solutions and recommendations to customers based on stated needs.
- Professionally communicate to customers, ability to offer solutions with strong product knowledge base.
- Solve complex and critically time sensitive problems with minimal supervision and escalation
- Make independent decisions on shipping, pricing and allocations within established guardrails provided to maximize client expectations ensuring the sale & profit for the company.
- Manage orders through the production process; resolve errors & pricing discrepancies while working to prevent and reduce discrepancies and protect margins.
- Proactive, efficient and personalized follow-up on orders.
- Provide limited administrative support to the sales team, such as assisting with quotes and proposals when needed
- Prospect and develop new business over the phone
- Perform accurate data entry of detailed information in accordance with established standards.
- Process customer orders under strict deadlines and proactively communicate any delays in orders.
- Resolve order errors and pricing discrepancies aggressively while simultaneously working to prevent and reduce discrepancies.
- Work closely with Customer Support leadership to maintain and improve SOPs, training materials, and process documentation.
- Tactfully and professionally communicate company policies, procedures, and standards with internal and external customers.
- Solve complex and critically time sensitive problems with minimal supervision.
- Analyze reports to effectively make decisions on order management.
- Work on medium projects that may not be associated with daily activities.
- Identify and recommend opportunities for improving department or organization productivity.
- Work closely with Field Sales, Accounts Receivable, Order Fulfillment, Logistics
- Participate in internal and external meetings and provide feedback.
- Serve as a mentor and point of contact for peer support, offering day-to-day guidance on system navigation, customer engagement, and troubleshooting.
- Support the onboarding of new team members and facilitate ongoing training sessions, process refreshers, and cross-training.
Desired Skills/Experience:
- Minimum 1+ years’ experience in the field of Customer Support
- Promotional or corporate gifts business industries a plus
- Previous inside sales experience or key account management highly desired
- 4-year degree strongly preferred
- Excellent verbal and written communication skills.
- Strong customer service soft skills, including empathy, patience, and active listening
- Ability to multi-task in a fast-paced team environment
- Elevated level of accuracy and attention to detail with a history of high volume order entry
- Excellent time management and prioritization skills
- Initiative-taker with a solid ability to manage tasks and customers
- Strong computer aptitude with Microsoft Office Products and prior SAP/ERP systems experience
- Must be able to work outside of business hours when business needs require
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