Modern Applications Sales Support Specialist

D&H Distributing; Harrisburg (Dauphin County); Hybrid; USD 35,000 - 50,000; Full time

Job summary

D&H Distributing is seeking a customer-focused individual for a hybrid role based in Harrisburg, PA or Tampa, FL. This position involves managing customer calls, providing product information, and supporting the sales team. The ideal candidate will have an Associate's degree and 1-3 years of customer service experience.

Key responsibilities include resolving customer inquiries, processing orders, and maintaining accurate customer records. Strong communication skills and knowledge of Microsoft Office are essential.

Qualifications

• 1 to 3 years of office or call center-based customer service experience.
• Ability to use PC, phone, calculator, fax machine, printer, copier.

Responsibilities

• Manage a large number of incoming calls and respond to all customer inquiries.
• Provide customers with product and service information.
• Keep customer information and activities current using the CRM tool.
• Resolve customer issues and welcome new accounts.
• Support the sales team and process customer orders.

Skills

Basic knowledge of computer hardware

Knowledge of Microsoft Office suite

Professional verbal communication skills

Professional written communication skills

Education

Associate's degree or higher education preferred

Tools

CRM software

Job description

Location

This hybrid role can be based in either Harrisburg, PA or Tampa, FL.

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 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 the 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 messaging interaction.

SUPPORT

• Support sales team and learn D&H sales process.
• Process customer orders and returns sent via phone calls, email and electronic data interface in proprietary software, CCA.
• Have working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc.) to create and place these orders independently.
• “Sit in” for reps when they are out of the office, answering their phone and emails, processing orders, and servicing the accounts in this zone.
• Work cohesively in 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 attendance policy.

Additional Duties

• Process product returns (RMAs).
• Interact with vendors as well as co‑owners in other departments.
• Attend required training sessions.
• Meet service level agreements, customer service team goals and targets including call handling quotas.
• Keep work area neat, clean, and hazard‑free.
• 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 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 Microsoft Office suite (Word, Excel, Outlook).
• Professional verbal and written communication skills.
• Ability to use PC, phone, calculator, fax machine, printer, copier.

Education and/or Experience

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