SMB Sales Support Specialist
- Harrisburg, PA
- Permanent
- Full-time
- We are empowered by our employee Co-Owners who provide the industry's best service, and we promote a collaborative culture.
- We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
- As a D&H Co-Owner you receive numerous discounts on services.
- We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.
- Manage large number of incoming calls and respond to all customer inquiries such as ETAs, pricing, inventory and “after the sale” requests.
- Provide customers with product and service information.
- Keep customer information and activities current by using our CRM tool.
- Manage inbound customer calls, emails and IMs.
- Resolve customer issues.
- Welcome, educate and activate new accounts.
- Project a professional company image through phone, email and instant message interaction.
- Support sales team, learn D&H sales process.
- Process customer orders and returns sent via phone calls, email and electronic data interface in our proprietary software, CCA.
- Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc.) to be able to create and place these kinds of orders independently.
- “Sit in” for reps when they are out of the office, including answering their phone and emails, processing orders, and servicing the accounts in this zone.
- Work cohesively and in the support of the Sales Rep and their accounts.
- Order entry, product bids and quotes.
- Assist in reactivating inactive accounts.
- Adhere to all company policies, procedures and ethics including company attendance policy.
- Process product returns [RMAs].
- Interact with vendors as well as co-owners in other departments.
- Attend training sessions as required.
- Meet Service Level Agreements, customer service team goals and targets including call handling quotas.
- Keep work area neat, clean and hazard free.
- Must work in other areas, as needed for cross training and/or workload.
- Other related duties as assigned.