Sales Support Specialist

Hiring Company Summary:

The hiring company is a leading provider of comprehensive brand services, excelling in strategic guidance, innovative marketing, and operational excellence to drive brands to success. Their offerings include brand development and packaging, sales, marketing, merchandising, engineering, formulation, and product innovation, ensuring that their clients achieve market leadership. With their brands recognized in over 43 states, the hiring company leverages advanced marketing strategies and cutting-edge technologies to effectively reach target customers across diverse platforms and channels

Position Summary:

As a Sales Support Specialist, you will play a vital role in streamlining sales operations and fostering strong customer relationships. Your responsibilities include managing customer orders, credits, and account renewals with precision, while maintaining accurate and up-to-date CRM data. Collaborating with internal teams, you will ensure efficient product delivery and support for new partner onboarding. By analyzing sales trends and generating performance reports, you will provide actionable insights to drive sales growth and identify upselling opportunities. Your commitment to process improvement and attention to detail will contribute to enhancing operational efficiency and delivering exceptional client service.

Key Responsibilities:

Sales Administration and Order Management:

• Input and process customer orders accurately and efficiently, ensuring compliance with company policies.
• Manage customer credits, including monitoring balances and coordinating adjustments.
• Track and monitor customer accounts, ensuring timely renewals and contract completions.

Customer Relationship Management:

• Communicate with customers (written and verbal English proficiency of 9/10 or higher required) to address inquiries, provide updates, and resolve issues.
• Maintain and update CRM systems with accurate and current data.
• Build strong relationships with clients and partners by providing excellent service and follow-up.

Sales Reporting:

• Generate regular and ad-hoc sales performance reports to support the sales team.
• Analyze sales trends, pipeline health, and partner performance for management review.
• Identify potential upsell and cross-sell opportunities through data analysis.

Operational Support:

• Coordinate with the supply chain and finance teams to ensure timely product delivery and invoicing.
• Monitor partner orders, ensuring accuracy and adherence to terms.
• Support the onboarding of new partners, ensuring they understand systems and processes.

Process Improvement:

• Propose and implement enhancements to sales processes to improve efficiency.
• Stay up-to-date with market trends and competitor offerings to provide actionable insights to the sales team.

Skills and Qualifications:

• Bachelors degree in Business, Marketing, or related field preferred.
• 2-4 years of experience in sales support, customer service, or related roles.
• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and sales performance metrics.
• Experience in the cannabis or regulated industries preferred.
• Strong communication skills, both written and verbal, with a proficiency level of 9/10 or higher.
• High attention to detail and organizational abilities.
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
• Night shift experience preferred

Essential Functions:

1. Sales administration and documentation - 35%
2. Customer relationship management - 30%
3. Sales reporting and analytics - 15%
4. Operational and logistical support - 15%
5. Process and system improvements - 5%

KPI/Scorecard:

Key Performance Metric - Definition /Calculation - Target

• Order Processing Accuracy - Percentage of error-free orders input - 98%
• Customer Issue Resolution Time - Average time to resolve customer issues - <2 days
• CRM Data Completeness - Percentage of up-to-date CRM entries - 95%
• Communication Clarity - Customer satisfaction with communication - 90% satisfaction
• Credit Management Accuracy - Accuracy in managing customer credits - 99%