SMB Sales Support Specialist

D&H Distributing Co.; Paxtonia (PA); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

ESOP

401k

Paid Time Off

Medical insurance

Dental & Vision

Job summary

D&H Distributing Co. is seeking a customer-facing professional combining sales and service. You will work with the sales team to achieve customer satisfaction, drive revenue, and align with company goals while supporting accounts and processing orders in a CRM environment.

The role emphasizes strong communication, basic hardware knowledge, and proficiency with Microsoft Office. A 1–3 year background in office or call center support is valued.

Qualifications

• Associates Degree or higher preferred.
• 1 to 3 years of office or call center customer service experience.

Responsibilities

• Handle high volume of customer calls and queries (ETAs, pricing, inventory).
• Provide product and service information to customers.
• Maintain customer data in the CRM.
• Process orders and returns via phone, email, and data interface.
• Reactivate and service accounts; support Sales reps.

Skills

Verbal & written comms

Basic computer skills

Customer service mindset

Education

Associates Degree or higher

Tools

Microsoft Office

CRM tool

CCA software

Job description

This is a hybrid role that can be based in either Harrisburg, PA or Clearwater, FL.

Please note, candidates must be located within 60 miles of either office location.

This is a fully remote role.

Working Hours: 10:30am- 7pm EST

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

ESSENTIAL DUTIES AND RESPONSIBILITIES:

CUSTOMER FACING

• Manage large amount 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.

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

Education

• Associates Degree or higher education preferred.

Experience

• 1 to 3 years of office or call center based customer service experience.