SUMMARY

The Sales Support Specialist (SSS) is responsible for maintaining partner satisfaction through operational excellence for assigned vendors. The SSS is a partner facing position combining sales and customer service, working with the sales teams for the achievement of SLA’s for functions including quotes, order entry and providing updates and order information and is also responsible for helping to achieve revenue and profit goals for D&H.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Systems Expertise. Maintain knowledge of all systems and tools used to transact business for assigned vendors.
• Vendor Program Expertise. Maintain knowledge of all programs and processes for assigned vendors, acting as a subject matter expert to provide information to internal stakeholders and partners as needed.
• Inbound Response. Manage inbound calls and email response and respond to all partner inquiries.
• Quotes. Achieve SLA for response time and deliver for all partner quotes.
• Orders. Execute order entry for partners within SLA.
• Order Information. Provide partners with order status and related information.
• CRM Utilization. Utilize D&H CRM system as required to enhance internal communication.
• Partner Satisfaction. Resolve all partner issues and questions working cross functionally as needed.
• Partner Education. Provide partner education for D&H operational processes, tools and systems for assigned vendors.
• Returns and Credits. Facilitate partner returns and credits as needed.
• Training. Attend all required trainings.
• Other related duties as assigned.

KEY METRICS

· Quote SLA

· Response SLA

· Number of Quotes Completed

EDUCATION and/or EXPERIENCE

· Education

o Associates Degree or higher education preferred.

· Experience

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