MM Sales Support Specialist

D&H Distributing; Harrisburg (Dauphin County); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Employee Stock Ownership Plan

401k

Paid time off

Medical, prescription, dental and vision benefits

Gym reimbursement

Work-from-home reimbursement

Employee purchase program

Tuition assistance

Job summary

D&H Distributing is seeking a Sales Support Specialist for a hybrid role based in Harrisburg, PA or Tampa, FL. This position is customer-facing, involving sales and customer service functions that support the sales teams in achieving long-term business goals.

The ideal candidate should have experience in customer service and possess a good knowledge of computer hardware and Microsoft Office applications. Benefits include Employee Stock Ownership Plan, 401k, and various health benefits.

Qualifications

• 1 to 3 years of office or call-center-based customer service experience.
• Reasonable accommodations may be made for individuals with disabilities.

Responsibilities

• Manage incoming calls and respond to customer inquiries.
• Provide customers with product and service information.
• Resolve customer issues and welcome new accounts.

Skills

Basic knowledge of computer hardware

Knowledge of Microsoft Office suite (Word, Excel, Outlook)

Professional verbal and written communication skills

Education

Associate’s degree or higher educational preferred

Job description

Sales Support Specialist

Hybrid role based in Harrisburg, PA or Tampa, FL.

Company Overview

D&H is a 100+ year old employee‑owned technology distributor offering end‑to‑end solutions for resellers, retailers, and the clients they serve across SMB and consumer markets.

Benefits

Employee Stock Ownership Plan, 401k, paid time off, medical, prescription, dental and vision benefits, gym reimbursement, work‑from‑home reimbursement, employee purchase program, tuition assistance and more.

Summary

Customer‑facing position combining sales and customer service, working with the sales teams to achieve customer satisfaction, revenue generation, goal achievement and long‑term business goals in line with D&H’s vision and values.

Responsibilities

• Manage a 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 using our CRM tool.
• Manage inbound customer calls, emails and instant messages.
• Resolve customer issues.
• Welcome, educate and activate new accounts.
• Project a professional company image through phone, email and instant message interaction.

Support

• Support the sales team and learn the 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 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 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 the 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. Reasonable accommodations may be made for individuals with disabilities.

Knowledge, Skills, and/or Abilities

• Basic knowledge of computer hardware.
• Knowledge of Microsoft Office suite (Word, Excel, Outlook).
• Professional verbal and written communication skills.
• Ability to use PC, phone, calculator, fax, printer, and 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.