Sales Support Specialist - Canada

D&H Distributing Co.; Mississauga; Hybrid; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical benefits

Dental benefits

Vision benefits

Gym reimbursement

Work from home reimbursement

Tuition assistance

Employee purchase program

Job summary

D&H Distributing Co. is seeking a customer-facing professional to join our team. You will support sales with a focus on customer satisfaction, revenue generation, and long-term business goals aligned with our vision and values.

Responsibilities include handling inquiries, processing orders, maintaining CRM data, and collaborating with the Sales Reps across our multi-market channels. A Associate degree and 1–3 years of experience are preferred.

Qualifications

• Associate’s degree or higher education preferred.
• 1 to 3 years of office or call center-based customer service experience.
• Strong verbal and written communication skills.

Responsibilities

• Handle a high volume of inbound calls and inquiries.
• Provide product and service information to customers.
• Maintain customer records in the CRM tool.
• Process orders and returns via phone, email, or EDI in CCA.
• Work with sales reps and accounts to support revenue goals.
• Meet service level agreements and call quotas.
• Attend training and cross-train in other areas.
• Keep work area neat and hazard free.

Skills

Basic computer knowledge

MS Office

Communication skills

Education

Associate degree or higher

Tools

CRM tool (unspecified)

CCA proprietary software

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

• Associate’s degree or higher education preferred.
• 1 to 3 years of office or call center-based customer service experience.