Sales Support Analyst

About the job

The Sales Support Analyst works to satisfy all levels of sales support users. As an eCom Sales Support Analyst, you are a customer-focused professional who handle various tasks to create a positive customer experience. Ensuring a smooth and efficient order fulfillment process, which is critical the e-commerce focused business.

Contract Duration: 6 months

Required Skills & Experience

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 1-3 years of experience in customer service, sales support, order management, ecommerce operations, distribution, manufacturing, or a related environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications, particularly Outlook, Excel, and Word.
• Experience handling high volumes of emails, customer inquiries, or order-related transactions.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong problem-solving and troubleshooting skills.
• Excellent attention to detail and commitment to accuracy.

Desired Skills & Experience

· eCommerce sales/fulfillment experience

Possess the technological capabilities to efficiently navigate the company systems and-software packages to support customers.

Industrial supplier/parts knowledge

What You Will Be Doing

Daily Responsibilities

• Assist customers with placing and tracking orders, processing returns, and managing their account details. Midlevel call volume.
• Assist customers with quotes, call suppliers for inventory availability, leads times, and min order quantity.
• Understanding of products and services to provide accurate information and answer customer questions effectively.
• Work to quickly resolve customer issues, escalating complex problems to the relevant IT departments when needed.
• Maintaining clear communication with customers and internal teams is important, as is documenting customer interactions, including inquiries and resolutions.
• Aim to meet performance goals related to responding to customer emails, order and requests within set timeframes to ensure timely and accurate support.
• A strong emphasis is placed on continuous improvement, identifying operational and systemic opportunities to enhance the customer's ordering experience.
• Collaborates closely with various internal and external partners to ensure alignment and efficient order fulfillment.
• This includes working with supplier, branch customer service, DC, and other supply chain teams.