Sales Support Representative

Location: In-person, Lubbock, TX

Job Classification: This is a non-exempt, regular, full-time position.

Job Summary

We are seeking a motivated and customer-focused Sales Support Representative to focus on the recovery of lapsed wholesale accounts and provide exceptional customer service across all of our brands (children's clothing, screen-printed tees, personalized merchandise, and homewares). The ideal candidate will be a proactive and resourceful individual with excellent communication and problem-solving skills. This role requires a blend of sales acumen, customer service expertise, and a passion for building relationships. The successful candidate will play a key role in revitalizing dormant accounts, resolving customer inquiries, and ensuring a positive customer experience that drives sales growth and brand loyalty.

Duties/Responsibilities:

Lapsed Account Recovery:

• Proactively contact and engage with lapsed wholesale accounts to understand the reasons for inactivity and identify opportunities to re-establish business relationships.
• Develop and implement strategies to reactivate dormant accounts, including offering special promotions, introducing new products, and addressing past concerns.
• Maintain a detailed record of all interactions with lapsed accounts, tracking progress and outcomes.
• Analyze reasons for account lapses to identify trends and recommend process improvements.

Customer Service:

• Serve as the primary point of contact for inbound customer inquiries via phone, email, and online chat.
• Provide prompt, accurate, and helpful responses to customer questions, concerns, and requests.
• Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems to the appropriate team members as needed.
• Process orders, returns, and exchanges accurately and in a timely manner.
• Maintain a thorough understanding of all of our brands, products, and services.

Sales Support:

• Assist sales representatives with administrative tasks, such as preparing sales proposals, order entry, and tracking shipments.
• Provide support to sales team with marketing initiatives and programs
• Generate reports on customer service metrics and lapsed account recovery efforts.
• Identify opportunities to upsell and cross-sell products to existing customers.

Relationship Building:

• Build strong relationships with wholesale accounts by providing exceptional customer service and proactive communication.
• Act as a liaison between customers and internal departments to ensure seamless communication and collaboration.
• Gather customer feedback and share insights with sales and marketing teams to improve products and services.

Data Maintenance:

• Maintain accurate customer data in the CRM system.
• Ensure all communication is logged and documented appropriately.

Required Skills and Abilities:

• Customer Service Expertise: Proven ability to provide exceptional customer service in a fast-paced environment.
• Sales Acumen: Basic understanding of sales principles and the ability to identify and pursue sales opportunities.
• Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with customers and internal team members.
• Problem-Solving Skills: Ability to analyze customer issues, identify root causes, and develop effective solutions.
• Interpersonal Skills: Strong interpersonal skills with the ability to build rapport and maintain positive relationships with customers.
• Organizational Skills: Ability to manage multiple tasks and priorities effectively.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM software.
• Product Knowledge: Ability to quickly learn and retain product knowledge across multiple brands.
• Resourcefulness: Proactive and resourceful with the ability to find solutions and overcome obstacles.
• Empathy: An empathetic and patient approach to customer interactions.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of telephone and email communication.
• Occasional lifting and carrying of sample products (up to 10 pounds).

Equal Employment Opportunity (EEO) Statement: Stephen Joseph Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and interns. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.