Sales Support Associate

Baumer of America, Inc.; Tampa (FL); On-site; USD 27,552 - 30,307; Full time

Benefits offered by this job

Health, dental and vision coverage 82% company paid

401 (k) Retirement Plan – 100% match up to 5%

Vacation and Sick time earned on accrual basis

Job summary

A leading manufacturing company in Tampa, FL is seeking a full-time Sales Support Associate. This role focuses on providing exceptional customer service, handling inquiries, and maintaining strong customer relationships. Responsibilities include processing orders, coordinating shipments, and supporting sales representatives. Candidates should have an Associate's degree, 1-2 years of customer service experience, and intermediate Microsoft Office skills. The position offers a competitive salary of $20.00 - $22.00 per hour and comprehensive benefits.

Qualifications

• 1–2 years of customer service experience required.
• Intermediate skills with Microsoft Office (Word, Excel, etc.).
• Fluent in English, typing speed of at least 60 words per minute.

Responsibilities

• Provide exceptional customer service and maintain strong customer relationships.
• Handle inquiries, quotes, and order processes.
• Coordinate shipments and manage customer returns.

Skills

Customer service

Communication

Problem solving

Time management

Education

Associate degree or Higher

Tools

Microsoft Office

Business Central

Job description

Overview

For over 75 years, Baumer has been a global leader in manufacturing and providing innovative solutions for the foam industry. Specializing in customized and intelligent concepts. Baumer offers everything from individual foam cutting machines to fully integrated systems. With over 40 years of experience in North America, Baumer of America, Inc. has built a reputation for delivering tailored solutions across foam cutting, converting, and transporting for materials like flexible foam, rigid foam, and elastomers. The company also engineers specialized machinery for handling challenging materials, ensuring innovative solutions for diverse industrial applications.

Role Description

This is a full-time on-site role for a Sales Support Associate at our Tampa, FL location. The Sales Support Associate will provide exceptional customer service, handle customer inquiries, and ensure customer satisfaction. The role involves maintaining and building strong customer relationships, assisting in the sales process, preparing documentation, and coordinating with internal teams to meet customer requirements and deadlines. Additionally, the individual will support sales representatives and help optimize processes for improved efficiency.

Compensation and Benefits

• Salary Range: $20.00 - $22.00/hourly.
• Health, dental and vision coverage 82% company paid.
• Flexible spending account (FSA), pretax employee funded.
• 401 (k) Retirement Plan – 100% match up to 5%.
• Short- and long-term disability insurance 100% company paid.
• Vacation and Sick time earned on accrual basis (120 hours annual to start).
• Life insurance policy (up to $50,000) 100% company paid.
• Nine company paid holidays.

Essential Functions

• Respond to incoming emails or forward them to the appropriate department.
• Look up part numbers, create tickets, provide quotes, process orders, and communicate confirmations to customers.
• Prepare accurate and complete purchase orders; maintain purchase records throughout the procurement process.
• Coordinate shipments, provide shipment status to customers and troubleshoot shipment delays.
• Monitor outstanding quotes and follow up with Customers.
• Follow established quoting and order processes for spare part requests from Field Service Technicians.
• Promote blanket orders to encourage customers to commit to an annual quantity of parts and process the corresponding purchase orders.
• Maintain regular communication with customers on order updates and service requests.
• Ensure that customers are satisfied with products or services.
• Resolve customer issues and escalate queries or concerns as needed.
• Consult with Service Director, Sales Support Manager, Service Sales Managers for discount approvals on spare parts.
• Collaborate with local and international cross-functional teams to process orders, resolve spare part and order-related issues, and support administrative activities.
• Manage and process customer returns, ensuring accuracy, proper handling, and timely resolution.
• Contribute ideas to improving department procedures and processes.
• Foster teamwork and communication to drive efficient workflows and successful outcomes.
• Maintain strong customer relationships by handling questions and concerns with speed and professionalism.
• Manage and maintain accurate customer and machine records within Business Central.
• Record and maintain comprehensive documentation of customer interactions, including inquiries, resolutions, quoting, shipping, complaints, updates, and comments.
• Develop proficiency in company software including but not limited to Microsoft Office, Business Central, and Docuware.
• Follow documentation protocols and processes for tracking productivity.
• Perform other duties as assigned

Organizational

• Flexible and Adaptable: willing to adjust and respond to change, has a positive attitude, sees opportunity in challenges, is open minded and persistent, able to compromise.
• Collaborative: works effectively with team and across departments towards collective goals.
• Willingness to Learn: open to or seeks new skills and experiences to improve one’s ability; has a thirst for knowledge, develops cross-functional expertise

Job Specific

• Empathy: understands another person’s point of view and emotional experience and display care for a customer or colleague’s feelings.
• Active Listening: gives full attention, withholds judgement, reflects what is being said, clarifies with questions, summarizes conversation, shares own ideas and suggestions.
• Communication: knows which form of communication to use to convey messages clearly, concisely, respectfully, professionally, and confidently.
• Problem Solving: examines and assesses situations deeply, ascertains key elements, identifies obstacles, makes decisions, identifies solutions.
• Analytical: evaluates information critically, identifies patterns and trends, interprets data accurately, and makes informed decisions.
• Responsive: responds to issues in a timely manner, has a sense of urgency, values others’ time, ensures needs are met promptly.
• Time Management: plans, prioritize tasks, is decisive and organized, builds personal task management systems.
• Attention to Detail: gives tasks undivided attention, has minimal errors and catches mistakes, is thorough and accurate, submits completed work that requires little to no change.

Qualification

• Required Education: Associate degree or Higher.
• Required Experience: 1–2 years of customer service experience.
• Required Skills: Intermediate skills with Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint). Able to type at least 60 words per minute. Fluent in English
• Preferred Skills, Education and Experience: Bi-lingual (German and/or Spanish).
• Basic skills with Enterprise Resource Planning (ERP) and Customer Relationship Management software (CRM) such as Business Central. - Experience in industrial machine manufacturing environment.
• Experience in coordinating domestic and/or international logistics.