Sales Support Specialist - Canada

D&H Distributing Co.; Mississauga; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to join their dynamic team. This hybrid role combines sales and customer service, focusing on achieving customer satisfaction and revenue generation. You will engage with customers, manage inquiries, and provide product information while using a CRM tool to maintain accurate records. With a strong emphasis on collaboration and community support, this position offers a chance to contribute to a company that values its employee-owners and promotes a culture of excellence. If you're passionate about customer service and looking to grow in a supportive environment, this opportunity is for you.

Benefits

Employee Stock Ownership Plan

401k

Paid Time Off

Medical Benefits

Dental Benefits

Vision Benefits

Gym Reimbursement

Work from Home Reimbursement

Tuition Assistance

Qualifications

• 1-3 years of office or call center-based customer service experience required.
• Professional verbal and written communication skills are essential.

Responsibilities

• Manage incoming calls and respond to customer inquiries effectively.
• Process customer orders and returns using proprietary software.

Skills

Microsoft Office Suite

Verbal Communication

Written Communication

Customer Service

Basic Computer Hardware Knowledge

Education

Associate's Degree

Higher Education

Tools

CRM Tool

Proprietary Software (CCA)

Job description

This is a hybrid role that can be based in either Toronto-Canada, Harrisburg-PA or Tampa-FL.

D&H is growing! Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.

• 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.

Summary

Customer facing position combining sales and customer service. Works with the sales teams for the achievement of customer satisfaction, revenue generation, goal achievement and long-term business goals in line with D&H’s vision and values

Responsibilities

CUSTOMER FACING

• 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

• 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.

ADDITIONAL DUTIES

• 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.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS, and/or ABILITIES

· Basic knowledge of computer hardware.

· Knowledge of the Microsoft Office suite (Word, Excel, Outlook) of programs required.

· Professional verbal and written communication skills.

· Ability to use PC, phone, calculator, fax, printer, copier.

EDUCATION and/or EXPERIENCE

o Associate’s degree or higher education preferred.

o 1 to 3 years of office or call center-based customer service experience.