Sales Support Associate I - NA

Position Overview

We seek a highly motivated individual to join our team as a Sales Support Associate. This role requires a strong combination of organizational skills, problem-solving abilities, and a customer-centric mindset. The person will provide comprehensive support to both our sales team and customers, handling pre-sales inquiries, order processing, and post-sales assistance. With a minimum of four years of experience in sales, customer service, or account management, this person possesses a proven track record of delivering exceptional support to international clients. A solid understanding of consumer goods, logistics, and proficiency in CRM/ERP systems are preferred. Previous experience in a BPO environment, particularly on the night shift, is considered a significant advantage.

Essential Job Functions

Customer and Order Management

• Manages the entire order lifecycle from receipt to delivery, ensuring accuracy and timely fulfillment.
• Sets up and maintains customer accounts, ensuring accurate data in relevant systems (Oracle EBS/HTML/OSC).
• Acts as a subject matter expert on products, customer onboarding, and account management.
• Establishes customer expertise and communicates pricing, payment terms, and vendor compliance guidelines.
• Maintains customer-related data, including portals, item setups, factory profiles, price lists, and quote sheets.
• Manages customer price lists and research chargebacks and discrepancies.

Order Processing and Fulfillment

• Validates and processes purchase orders, coordinating with planning, logistics, and IT to resolve supply chain issues.
• Collaborates with customers, distributors, and sales representatives to address order-related problems.
• Provides necessary documentation (invoices, etc.) and communicates order status.
• Identifies and escalates process deviations, driving backlog review meetings.

Customer Relationship and Performance

• Reviews, understands, and communicates vendor business and compliance requirements.
• Resolves customer complaints and issues to maximize satisfaction and loyalty.
• Partners with sales operations teams to achieve strategic targets.
• Initiates process improvement ideas to enhance customer experience.

 Additional Responsibilities

• Performs special tasks and assignments as needed.

Education and Experience

• 4 years industry experience in similar role
• 4-year college degree preferred
• Excellent verbal and written English

Proficiencies Required

·         Excellent verbal and written skills and the ability to communicate effectively and professionally when giving and taking information in writing, in person and over the phone.

·         Ability to take initiative and prioritize tasks

·         Good time-management, organizational, and problem-solving skills

·         Ability to work accurately with close attention to detail

·         Strong interpersonal skills with the ability to work effectively with individuals and groups at all organization levels

·         Ability to respond effectively to sensitive inquiries or complaints and maintain confidentiality of sensitive information

·         Willingness to adapt to changing business needs and deadlines

·         Solid IT skills with knowledge of Microsoft Word, Excel, and PowerPoint.

·         Demonstrate a strong work ethic that includes neatness and punctuality.

·         Willing and able to travel internationally.

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.