SMB Sales Support Specialist

Summary

D&H is an employee-owned technology distributor providing end-to-end solutions for resellers, retailers, and their clients across the SMB and Consumer markets. The SMB Sales Support Specialist is a customer-facing role responsible for combining sales and customer service, supporting sales teams, processing orders and returns, managing customer inquiries, and helping achieve customer satisfaction and revenue goals.

Responsibilities

• 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 sales team, learn 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 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
• 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

Skills

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

Qualifications

Must Haves

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

Nice to Haves

• Associates Degree or higher education preferred

Benefits

• Employee Stock Ownership Plan
• 401k
• Paid Time Off
• Medical benefits
• Prescription benefits
• Dental benefits
• Vision benefits
• Gym Reimbursement
• Work from Home Reimbursement
• Employee Purchase Program
• Tuition Assistance
• Numerous discounts on services for D&H Co-Owners
• Hybrid role that can be based in either Harrisburg, PA or Clearwater, FL
• Fully remote role