Sales Support Specialist

Job Description

Job Description

POSITION SUMMARY:

The Sales Support Specialist is an exciting and dynamic position that will appeal to a creative, resourceful, high-energy, and organized person who thrives in service-oriented and customer-facing situations. This role is highly collaborative, working closely with Marketing, Sales, and Operations to deliver a superior customer service consistent with the Easy Ice Core Focus – Make It Easy for our Customers to get the Ice they need. To excel in this position, you must be good at – and love - working with people to solve problems every day.

A successful SSS will drive the following outcomes:

1. Increase the effectiveness and efficiency of the Sales Executives they are assigned to support, resulting in increased close rates and throughput of the Sales Executive. Your Sales Execs need to be fighting to keep you on their team when someone else tries to steal you!
2. Develop and close their own book of business with support from their Sales Executives. The Marketing team has to love sending leads to you because you do great things with them!
3. Positively affect the utilization of the right equipment and improve profitability through close coordination with Supply Chain and Installation Coordinators. Yes, even the accounting team will love you when you figure out how to place used equipment instead of buying new!
4. Deliver an outstanding Customer Experience through frequent and thoughtful contact with customers and colleagues by paying close attention to the unique circumstances of each situation. Your customers gotta say you are the best thing since sliced bread!
5. Create a positive work environment of your colleagues through professional, respectful, responsible, supportive, and team building behaviors. Your teammates need to love having you on the team!

Daily responsibilities include:

1. Generating, qualifying, and following up on leads by using industry research, networking skills, and social media to connect with potential customers.
2. Use strong ice machine technical and service knowledge (which we’ll teach you) to help set customers and Easy Ice up for success by asking insightful questions and providing thoughtful answers that build credibility and trust with customers.
3. Review inbound leads, follow up on customer service events, and contact referral partners to create a constant flow of appointments for Sales Executives.
4. Serve as the bridge between the customer, Sales, and Operations teams, ensuring smooth communication and collaboration to address customer needs and operational requirements.
5. Identify potential issues early on, facilitating problem-solving between Sales and Operations teams to avoid delays or miscommunications.
6. Provide the necessary support so that Sales Executives meet their sales, internal/customers satisfaction objectives.

• Qualify, identify, and generate new sales leads through various channels (cold calling, email campaigns, market research, social media, industry reports, etc.)
• Manage inbound leads, including leads for paid service, ensuring proper follow-up and pipeline management to convert as many opportunities into sales as possible
• Provide customer support through technical conversation and mechanical comprehension, with the ability to problem solve and recommend the right solutions for the customer
• Work a sales pipeline with constant communication between the customer, Sales, and Operations teams, to ensure timely delivery and exemplary customer service
• Coordinate the logistics of the sales process ensuring the timely flow of information, tracking the status of opportunities, and taking the initiative to ensure that all departments are aligned for an optimal customer experience
• Provide a steady stream of customer-facing appointments for Sales Account Managers
• Act as the liaison between the sales team and the operations team to ensure smooth transitions and clear communication throughout the sales cycle
• Maintain detailed records of customer interactions, sales activity, and status updates in the CRM system
• Collaborate with technical and operations teams to ensure proper equipment specifications, installations, and service align with customer needs
• Assist with onboarding new customers, ensuring they understand the process and are set up for success
• Monitor and follow up on customer satisfaction, providing timely resolutions to any issues or concerns
• Foster strong working relationships with the operations and technical teams to ensure that customer expectations are met efficiently

POSITION QUALIFICATIONS:

Education: High school diploma or equivalent required with an Associates or Bachelors in a related field preferred

Experience:

• Highly service-minded with strong aptitude for support management
• Proven experience in sales support or customer service, preferably in a technical or product-based industry
• Strong organizational and multitasking skills with the ability to manage multiple priorities effectively
• Exceptional communication skills both written and verbal
• Basic technical knowledge and mechanical comprehension with the ability to quickly learn product details and specifications
• Proficiency in CRM software (Salesforce), and MS Office Suite (Excel, Word, PowerPoint)
• Ability to work collaboratively in a cross-functional environment

Other Desired Skills:

• Detail-oriented and proactive
• Strong problem-solving skills
• Customer-focused and service-oriented
• Comfortable working in a fast-paced and dynamic environment
• Adaptable and able to handle changing priorities with ease

WORK ENVIRONMENT:

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential while sitting at a desk in various office configurations – open office, cubicles, etc.
• Using computer frequently. Standing desk is available. Wearing a headset for much of the day. Need to be able to focus in a lively environment.
• 1-2 hours daily walking through warehouse sourcing equipment, speaking to the field service and refurbishment technicians.
• Comfortable going on customer-facing visits 2-3x per month.
• Comfortable working with technicians 1x per month on a service call.