What are the responsibilities and job description for the SALES SUPPORT SPECIALIST position at Ariston Group?
In the United States, Ariston is a leading manufacturer of premium, high efficiency, and high-quality heating and water heating solutions for residential and commercial applications in North America. Operating with brands including HTP, Ariston, NTI Boilers and American Standard Water Heaters, Ariston USA is headquartered in Providence, RI. with Sales and Distribution locations throughout the US.
Ariston USA is part of Ariston Group, a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
The Sales Support Specialist reports directly to the Customer Experience Manager. The Sales Support Specialist must be able to work independently and with Regional Sales Managers to perform all duties relative to key customers and the needs of the sales team. This role is also responsible for a variety of reporting activities regarding sales volume and customer order management.
- Desire to always perform at the highest level of competence and expedience to insure the overall productivity and growth of Ariston Group.
- The following is a brief description of some of the duties and responsibilities but is not limited to:
- Communicate with the Regional Sales Managers to gain understanding of their sales plans and customers with an overall goal of increasing proactive support levels.
- Ownership of customer relationship regarding purchase order review, order status updates, production schedules, while driving overall support of key customers.
- Create and maintains open order reports and document changes in ERP system.
- Respond to customer inquiries in a same business day manner via phone and email.
- Must be efficient in gathering order updates along with revised Purchase Order approvals in order to meet fluid needs of key customers.
- Must be able to make decisions independently with our customers at the center of any changes.
- Develop improved business processes with a deep working knowledge of all functions who intersect with the order to invoice process.
- Increase customer confidence and protect operations by supplying valid and useful product and order knowledge.
- Inputs data into ERP system and strives for 100% error-free transactions.
- Work cross-functionally, across business brands, to ensure customers are always kept informed and RSMs are fully supported for business needs.
- Must be able to search and run reports proactively from ERP system in order to keep the sales team informed and each order moving within lead times.
- Provide cross-training to other Sales Support Specialists for coverage needs and to close any knowledge gaps regarding brand specifics and nuances.
- Drives process changes and helps build deeper relationships internally and externally.
- Accept other responsibilities as requested by the Customer Experience Manager.
TECHNICAL EXPERTISE: The following is a brief description of processes in the technical expertise duties but is not limited to:
- Proficient in Microsoft Office, especially Excel, but also including Word and Outlook
- SAP knowledge is a plus
- Attention to detail
EDUCATION/EXPERIENCE:
- High School Diploma
- University degree or qualified work experience
- Ability to work in a face paced environment.
- Ability to communicate and interact effectively in all situations.
- Minimum five years Customer Service experience.
- Minimum two years related Sales Support experience
- Knowledge of customer service principles and practices
- Experience communicating through multiple channels and handling multiple customer queries.
- Proficient with standard office applications (i.e., Word, Excel, PowerPoint, etc.)
OTHER QUALIFICATIONS:
- Language Skills – Ability to read, write and speak English.
- Mathematical Skills – Basic Math Concepts
- Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Physical Demands – Physical Activities: Ability to stand, walk and sit. Ability to reach and use arms, hands and fingers. Ability to hear.
- Work Environment – Moderately Quiet Office Conditions
We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.
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