Sales Support Specialist - PHL

*Equal Opportunity Employer Veterans/Disabled*

SUMMARY:
The Sales Support Specialist (“SSS”) is a supportive role providing customer response and follow-up for the Account Development Team. Your primary responsibilities are to service your assigned customers, including internal price and delivery requests, order entries and expedites. The SSS has a trusted advisor relationship with his or her customers through consistent, effective communication and by proactively managing orders and backlog. The SSS maintains close attention to all details for quotations, customer purchase order requirements and all order entries.  He or she has the ability to recognize emerging issues and to expeditiously address them in a complete, professional manner. The SSS is an integral part of a dynamic team whose goal is to develop and grow profitable business for the region through proactive engagement and communication with an established and emerging customer base.

EDUCATION/EXPERIENCE/SKILLS:

• Degree from a four-year college or university preferred; or minimum of three years customer service experience; or equivalent combination of education and experience
• Successful completion of the company’s sales training program is required
• Intermediate level of skill in Microsoft Office, specifically in EXCEL, WORD and OUTLOOK
• Utilization of ASW400 ERP system as well as PEI’s CRM system, NetSuite

ESSENTIAL TASKS and RESPONSIBILITIES:

• Ensure that all customer pricing, delivery, quality and order entry requests are accomplished with a sense of urgency
• Manage all customer purchase orders from order entry through expected delivery
• Coordinate large bids, quotes, orders and opportunities with your Account Development Representative, Branch Manager and other appropriate PEI-Genesis personnel
• Understand all pertinent government regulations and customer terms and conditions and how they relate to PEI-Genesis’s processes and capabilities, working with the Compliance department to ensure all requirements are met
• Provide administrative assistance to the Account Development Reps and the management team, including filing, special projects and data entry
• Routinely review customer Backlog/Back Order Report reports to address and/or escalate action on delinquent or potentially delinquent orders, including timely communication with customers 
• Act as a back-up for sales team members during absences or busy times
• Handle customer complaints and/or material return requests efficiently and effectively, providing appropriate solutions or alternatives, and following up in a timely fashion to ensure complete resolution
• Collaborate with all internal and external resources to generate results, utilizing all available means to assist customers and to expand personal knowledge of product offerings and solutions
• Make outbound calls to follow up on quotes and to win the business
• Escalates critical or important situations concerning sales and customer activities to the appropriate manager or decision-maker
• Responsible for managing a small group of emerging customers, including outbound calls, quotations and necessary follow-up activities to secure orders

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