Sales Support Specialist

Birch Gold Group; Burbank (CA); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k

Vacation 2 weeks + 3 max

Paid Holidays

Annualized Performance Bonus

Remote flexibility - Work From Home

Job summary

Birch Gold Group is seeking a Sales Support Specialist to act as a liaison among customers, custodians, vendors, and depositories to resolve complaints and concerns. You will oversee the shipping process of precious metals, work with vendors and departments to fix shipping issues, and perform daily email responses across multiple inboxes.

The role emphasizes follow-up for customer satisfaction, review responses, and collaboration with the Sales Support Supervisor.

Qualifications

• Adaptability—accepts criticism and feedback; adapts to changes in the work environment.
• Communications—excellent written and verbal communication; strong follow-up for resolution.
• Customer Service—courteous, responsive, and able to handle difficult or emotional customers.
• Problem Solving—gathers and analyzes information; identifies problems and resolves them early.
• Work Environment—works remotely, autonomously or with a team in a confidential setting.

Responsibilities

• Establish and maintain positive relationships between customers, custodians, vendors, and depositories.
• Mail out and email items and documents.
• Review and address email inquiries and tickets promptly.
• Review purchase orders for tracking, transfers, and delivery.
• Obtain tracking and transfer notifications from vendors and update Salesforce.
• Coordinate with suppliers to meet customer logistic requirements and instructions.
• Follow up with customers to confirm safe delivery of packages.
• Coordinate shipments to proper facilities and report accurately.
• Investigate, analyze, and propose solutions to routine claim issues.
• Promptly resolve complaints through direct contact with supervisors.
• Monitor reports for potential issues or shipping delays and escalate as needed.
• Conduct daily Customer Satisfaction Calls and respond to posted reviews.

Skills

Adaptability

Communications

Customer Service

Problem Solving

Work Environment

Job description

Description

The Sales Support Specialist acts as a liaison between between customers, custodians, vendors, and depositories to solve customer complaints and potential concerns. They will work under the direct supervision of the Sales Support Supervisor. Responsible for overseeing the shipping process of precious metals. Works together with vendors and company departments to resolve all shipping problems. Make follow-up calls for customer satisfaction purposes and respond to reviews that are posted. This role will conduct its daily duties of responding to emails sent to various customer service, review, sales support, and shipping inboxes and responding accordingly.

Job Description

Job Description

Description

The Sales Support Specialist acts as a liaison between between customers, custodians, vendors, and depositories to solve customer complaints and potential concerns. They will work under the direct supervision of the Sales Support Supervisor. Responsible for overseeing the shipping process of precious metals. Works together with vendors and company departments to resolve all shipping problems. Make follow-up calls for customer satisfaction purposes and respond to reviews that are posted. This role will conduct its daily duties of responding to emails sent to various customer service, review, sales support, and shipping inboxes and responding accordingly.

Key Responsibilities

• Establish and maintain positive working relationships between customers, custodians, vendors, and depositories.
• Mail out and email items and documents
• Review and address email inquiries and tickets in a timely manner.
• Review purchase orders to ensure tracking and/or transfer notifications have been received and items delivered.
• Obtain tracking and transfer notifications from vendors and update Salesforce accordingly.
• Coordinate with suppliers to ensure customer requested logistic accommodations and/or special instructions are met.
• Follow up with customer to ensure package(s) arrives safely and in good order.
• Facilitate and coordinate with appropriate parties regarding shipments to proper facilities and report correctly.
• Investigate, analyze, and suggest solutions to routine claim issues.
• Facilitate prompt complaint resolution through direct contact with superiors.
• Continuous inspection of reports to identify any potential issues or shipping delays. Alert and follow up with proper departments to determine the next best course of action and execution.
• Conduct Customer Satisfaction Calls daily. Respond to all posted reviews in a prompt manner.

Skills Knowledge and Expertise

Adaptability - Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation.

Communications - Exhibits good listening and comprehension. Exceptional written and verbal communication skills, specifically, following up to ensure resolution. Excellent phone etiquette and an ability to maintain grace under pressure.

Customer Service - Displays courtesy and sensitivity, while maintaining a positive attitude. Must have a customer service background. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Work Environment - The working conditions of this position include working in a remote fashion and autonomous environment. The environment must be free of distractions and provide a space to conduct business in a confidential manner. Able to work autonomously as well as collaboratively with team in a remote environment.

Benefits

Medical, Dental, Vision, 401k

Vacation: 2 weeks paid annually, up to 3

Paid Holidays

Annualized Performance Bonus

Remote Flexibility - Work From Home