Customer & Sales Support Representative

The Customer & Sales Support Representative plays a key role within our fast-paced Customer & Sales Support Team. This position provides an elevated level of support to customers, sales managers, and territory partners, in a defined sales territory. The Customer & Sales Support Representative must be detail-oriented, efficient, work well with people at all levels, and manage changing priorities with professionalism and excellent execution. The candidate should be inspired to perform well, have a passion to learn and a desire to contribute to the success of the organization. This position contributes to the overall goal of increasing Customer Satisfaction and Profitability.

Essential Functions:

• Provide high level support to the sales team in an efficient, timely and professional manner.
• Accurately enter and process high volumes of customer quotes and orders into CRM and ERP Systems.
• Serve as the primary point of contact for order status, product availability, delivery times, and general customer inquiries.
• Process order changes, Return Material Authorizations (RMAs), and assign and resolve tasks.
• Efficiently handle multiple channels of incoming communication, including email, shared email inbox, phone calls, and urgent requests in a fast-paced environment.
• Provide basic product and technical assistance to customers.
• Efficiently utilize multiple internal systems to manage the Quote to Order process, with strong attention to detail and excellent execution in a timely manner.
• Communicate effectively with customers, sales reps, warehouses, and other departments to gain resolution and/or clarification on items pertaining to customer accounts/orders.
• Support customers and the sales team by learning and applying applicable construction industry knowledge and manufacturing processes used throughout the sales cycle.
• Collaborate with fellow Customer & Sales Support Representatives to provide cross-coverage for assigned territories, ensuring continuity of service and support during absences or periods of increased workload.
• Work professionally, effectively, and efficiently in a cross-functional team environment, to help resolve customer needs and to seek process improvements.

Qualifications & Experience Requirements:

• Excellent written and verbal skills for professional correspondence and problem resolution.
• Strong computer skills and proficiency with Microsoft applications.
• Efficient data entry skills and familiarity with CRM (e.g., Salesforce) and ERP software.
• Ability to learn software systems, sales & support processes, and general product information.
• Ability to apply critical thinking skills, identify issues and bring them forward.
• Excellent time management and prioritization skills.
• Associate’s degree, Post-Secondary Education, and/or Sales Support experience preferred.
• Construction and/or Manufacturing Industry experience is helpful but not required.
• Dependable and adaptable individual who can work full-time Monday-Friday. Flexibility to start earlier, work later, or work additional hours as needed, between 7:00am-5:00pm, is helpful.

Attributes:

• Customer focused, service oriented and positive attitude.
• Outstanding oral, written, and interpersonal communication.
• Effective follow-through and solution-oriented mindset.
• Operate effectively in both a team and autonomous environment.
• Efficient organizational skills and ability to work in a fast-paced, dynamic environment.
• Ability and desire to continually learn and grow with the organization.
• Ability to make an impact and inspired to perform well while contributing to the overall success of the organization through the support of our Core Values: Profitable Growth, Lead by Example, Customer First, Raise the Bar and Balance.

Performance Measures:

• Adhere to company policies and procedures.
• Provide timely and professional support to internal and external customers.
• Efficiently execute the Essential Functions of this role as described above.
• Consistently demonstrate the necessary Attributes as described above.
• Embrace Nystrom’s Core Values and Purpose.

Pay: $24.00 - $28.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance
• Work from home

Education:

• Associate (Preferred)

Experience:

• Customer support: 1 year (Required)
• ERP systems: 1 year (Required)
• CRM software: 1 year (Required)
• Manufacturing: 1 year (Preferred)

Work Location: In person

Salary : $24 - $29