SMB Sales Support Specialist Team Lead

Sales Support Specialist Team Lead

This is a hybrid role that can be based in either Harrisburg, PA or Tampa, FL.

D&H is growing! Join 100 year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailer, and the clients they serve across the SMB and Consumer markets.

• We are empowered by our employee co-owners who provide the industry’s best service, and we promote a collaborative culture.
• We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
• As a D&H Co-Owner you receive numerous discounts on services.
• We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.
  
  

Summary

Customer facing position combining sales and customer service. Works with the sales teams for the achievement of customer satisfaction, revenue generation, goal achievement and long-term business goals in line with D&H’s vision and values

Responsibilities

CUSTOMER SUPPORT REPRESENTATIVE:

• Manage large number of incoming calls and respond to all customer inquiries such as ETAs, pricing, inventory and “after the sale” requests.
• Provide customers with product and service information.
• Project a professional company image through phone, email and instant message interaction.
• Process customer orders and returns sent via phone calls, email and electronic data interface in our proprietary software, CCA.
• Keeping customer information and activities current by using our CRM tool.
• Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc) to be able to create and place these kinds of orders independently.
• “Sitting in” for reps when they are out of the office, including answering their phone and emails, processing orders, and servicing the accounts in this zone.
• Adhere to all company policies procedures and ethics including company attendance policy.
• Work coherently and in the support of the Sales Rep and their accounts.
  
  

Team Lead

• Assist sales and customer service associates with questions and day-to-day needs including problem solving, customer support issues, sales program needs, call plans, time management, and priority setting.
• Assist in developing and executing associate coaching sessions and improvement plans.
• Work with management and associates to balance short and long-term workload coverage, maximizing resource utilization.
• Mentor Customer Service Reps with regards to sales efforts, customer interactions, growth plans, and problem solving methods.
• Drive team to achieve and surpass efficiency metrics to deliver industry best service.
• Coach and mentor associates to develop needed skills and experience to succeed.
• Motivate team members, and work to help create and sustain a positive and supportive work environment that encourages all associates to do their best work, while also creating and reinforcing a culture of accountability and competitiveness.
• Provide in-aisle coaching support.
• Help Management develop and execute process and efficiency improvements.
• Assist Operations and Sales management as needed/requested with feedback, guidance, and suggestions on projects, changes, and programs to grow the business at D&H.
• Meet and work with vendors and D&H vendor resources - including VBM’s, BU’s and Specialists – to understand vendor programs and process needs.
• Participate in manager and leadership trainings.
  
  

Additional Duties

• Interact with vendors as well as co-owners in other departments.
• Attend training sessions as required.
• Meet Service Level Agreements, customer service team goals and targets including call handling quotas.
• May be asked to work in other areas, as needed for cross training and/or workload.
• Other related duties as assigned.
  
  

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS, And/or ABILITIES

• Basic knowledge of computer hardware.
• Knowledge of the Microsoft Office suite (Word, Excel, Outlook) of programs required.
• Professional verbal and written communication skills.
• Ability to use PC, phone, calculator, fax, printer, copier.
  
  

EDUCATION And/or EXPERIENCE

• Education
• Associates Degree or higher education preferred.
• Experience
• 1 to 3 years of office or call center based customer service experience.
  
  

EOE