The B2B Sales Support Representative provides exceptional customer experience to B2B customers globally. They provide support to our B2B Commercial team and internal operation departments related to sales support issues. B2B Sales Support is the frontline support for incoming inquires and customer support. They are responsible for handling account questions, processing sales orders, warranty and repair returns, and assisting the commercial sales team through telephone and electronic support.

**This position is remote EXCEPT for the first 1-2 weeks (training will continue for 60 days BUT only the first 1-2 weeks will be in office)**

Responsibilities (Specific tasks, duties, essential functions of the job)

• Professionally handle high volume of incoming requests from B2B customers, commercial team, and other operational departments as required to resolve customer issues, questions, concerns including and not limited to: order status, account and credit applications, pricing, account updates, equipment warranty and repairs, and general product support and ensure that issues are resolved promptly and thoroughly.
• Process sales orders timely and accurately. Oversees the overall lead time and set individual priorities for sales orders, as needed.
• Process RMA’s for Warranty and Non-Warranty Repairs/Defects/Replacements
• Arranges shipments from multiple warehouses.
• Be responsible for maintaining accurate pricing for B2B customers and processing price deviations
• Operates at a task level and adheres to key performance metrics.
• Use product information to inform decisions and problem solving efforts.
• Understand and adhere to, company and departmental policies and procedures, including and not limited to QA forms, SOPs, WIs, and safety and security measures.
• Maintain the highest level of quality in customer care while acting in a professional and courteous manner at all times. Encourage, promote and maintain strong customer relationships through a partnered approach with customer and commercial sales team.
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.
• Assist with any other duties as assigned.

Knowledge, Skills, & Abilities

• Demonstrate the highest level of professionalism, personal accountability and follow through at all times.
• Experience and ability to care for B2B distributors and customers across the globe.
• Must have strong work Maintain regular and punctual attendance.
• Excellent oral and written communication skills
• Must have proven track record of successful team participation as well as ability to work independently and self-start
• Analytical & problem-solving skills.
• Ability to balance multiple or conflicting priorities
• Ability to work at a high level of accuracy with an Attention to detailvis required.

Qualifications

• Bachelor’s degree in Business, Communication, or related field of study,
• 2 years’ experience in a customer service role, required, B2B preferred.
• At least 1 year experience in an international B2B customer service role, preferred.
• Intermediate knowledge/proficiency in Microsoft Office, Oracle, Salesforce, preferred.
• Fluent business English, required.
• High level of Dutch, Spanish, German and/or French comprehension, preferred.
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.