Sales Support Representative

About the Role

Respond to customer inquiries and convert quotes into sales. Build customer relationships. Keep processes within company objectives.

Responsibilities

• Liaise with customers regularly to replace spare parts that are impaired or worn down.
• Resolve product or service problems by clarifying issues, determining root cause, identifying optimal solutions, communicating with involved parties, and following up to ensure resolution; escalate when necessary.
• Research and prepare quotes, presenting customers with options that align with their operational needs, timelines, and budget considerations.
• Look up part numbers, provide quotes, process orders, and communicate confirmations to customers.
• Review supplier options and select sources that best meet customer requirements for cost, quality, and delivery timelines.
• Prepare accurate and complete purchase orders; maintain purchase records throughout the procurement lifecycle.
• Track shipment status and proactively communicate updates to customers.
• Investigate and resolve shipment delays, verify accuracy and condition of deliveries, and address discrepancies or damages.
• Monitor outstanding quotes and actively follow up to convert them into sales orders.
• Follow established quoting and order processes for spare part requests from Field Service Technicians.
• Analyze return requests, inspect incoming returns for quality and quantity, and execute internal return procedures.
• Coordinate with suppliers on returned parts to obtain resolution, including replacement, credit, or repair; manage reordering and customer follow-up.
• Process blanket purchase orders for customers committing to annual part volumes.
• Obtain discount approvals in coordination with Service Director and Service Sales Managers.
• Maintain inventory levels by proactively ordering commonly used parts to support quick turnaround times.
• Manage customer requests for machine documentation, including quoting, sourcing, order processing, and delivery.
• Prepare detailed machine quotations, including configurations, technical specifications, optional features, and pricing structures.
• Collaborate with engineering, production, and sales teams to validate machine specifications, feasibility, and lead times.
• Ensure all machine quotes include correct costing, margins, freight considerations, installation scope, and contractual terms.
• Convert approved machine quotations into sales orders in the system, ensuring data accuracy across pricing, specifications, and delivery schedules.
• Maintain and track machine order progress, delivery timelines, and installation scheduling.
• Communicate proactively with customers regarding machine order status, delays, or changes.
• Support contract review processes to ensure alignment between customer agreements and internal capabilities.
• Manage change orders and revisions to machine sales orders, including pricing adjustments and documentation updates.
• Ensure all machine-related documentation (technical, commercial, and compliance) is complete and properly recorded.
• Monitor shared inboxes and triage communications according to department protocols.
• Maintain consistent messaging regarding product quality and service offerings to strengthen customer relationships.
• Maintain regular communication with customers regarding orders and service requests.
• Identify and recommend improvements to departmental processes and workflows.
• Collaborate cross-functionally with warehouse, logistics, production, and service teams to ensure a seamless customer experience.
• Maintain accurate and up-to-date customer and machine data in Business Central.
• Record all customer interactions, including inquiries, quotes, orders, complaints, and resolutions.
• Develop proficiency in internal systems (Microsoft Office, Business Central, DocuWare, Pro.file).
• Adhere to documentation standards and productivity tracking requirements.
• Perform other duties as assigned.