Customer Support Specialist

Job Summary: The Sales & Customer Service Support Specialist will assist our commercial team in ensuring customers and prospects have a positive buying experience with Quick Books Purchase Order System. The position will be responsible for various customer acquisition and retention initiatives, including digital marketing and related follow-up, social media channel management, print advertising coordination, trade-show and conference coordination, sales metric generation in SAP and all related reports, sales team Customer Relationship Management (CRM) administration, market research and sales lead qualification along with various other customer facing engagements. The position will also function as the primary Customer Service Representative for the processing and management of orders for our sales territory. This position may also provide backup Customer Service responsibilities for other sales regions.Responsibilities[Managing strategic online initiatives: collaboratively designing and executing marketing campaigns from the idea stage through their execution and implementationWork collaboratively with our commercial team and various global stakeholders to monitor and evaluate online media and print campaigns to keep them fresh and effectiveManage our Knowledge Digital Marketing platform; proactively engage storefront visitors in facilitating product data and related samples to ensure an expedited and successful journey through the ICOF Musim Storefront, resulting in new opportunities, downstream sales, and complete customer satisfaction.Coordinate administrative duties for the sales team, including assisting in the scheduling of client conferences and meetings, trade-shows, and related travelGenerate and / or follow-up on sales leads, sample requests, and related opportunities as directed by the Commercial TeamSupport the Sales Team with customer pricing and related internal support requiring prompt attention from Business Management.Generate SAP reports for the sales team daily and as neededHelp facilitate and administer sales team utilization of the company Customer Relationship Management (CRM) toolOrder Management - Process initial PO, including order acknowledgment communication with the customerLiaise with Business Management to ensure submitted purchase order pricing matches the customer quotation and issue corresponding sales contract.Send allocation and order to appropriate ICOF America outbound logistics contact (Bulk group, warehouse coordinator, etc)Provide timely updates to customers on all submitted purchase ordersPeriodic contract review with Business Management, combine and update as requestedRespond to customer questions and issues in a timely and efficient mannerMaintain and update BP Master Data for all ICOF America customers, including, but not limited to, purchasing, receiving, and quality contactsPeriodic reviews with the Customer Service Manager, CSR Team, and Business Management regarding weekly orders, any outstanding contract or order issues, etc.Liaise with the Sales team to ensure we deliver excellent customer service with the ability to provide dedicated attention when needed.Assist the General Sales Manager in the administrative management of the California office, including acting as a liaison with various vendors and office facility managementAdditional responsibilities as directed by the General Sales Manager.QualificationsAn associate or bachelor's degree in business administration, Business Management, Advertising, Marketing or a related discipline is preferredDemonstrable experience in customer-facing positions and related responsibilitiesExperience with ERP and CRM facilitation software; SAP experience strongly preferredWorking knowledge of Search Engine Optimization (SEO) tools and Google AdWordsWorking knowledge of LinkedIn, Twitter, and InstagramTime management and organization skills, including calendar management and the ability to multitask to complete projects and tasks efficiently and quicklyStrong professional conversation etiquette, especially in person, written, and verbally when interacting with customers, vendors and company representativesClear communication and the ability to explain concepts in simple terms when assisting customers through their buying experience with the company, especially when utilizing our digital platforms (website, LinkedIn, Twitter,) and referencing related product support collateralMust be able to use critical and creative thinking to identify customer acquisition and retention opportunitiesQuantitative skills: Must be able to quantify movement/progress through our Traditional and Digital Sales Pipelines and related promotional activities (advertisements and trade show activity) in the generation of new opportunities, which ultimately convert to new salesMust be proficient in Quick Books, Microsoft Office tools: Outlook, Word, Excel, and PowerPoint. Prior working knowledge of pivot tables is a plusAbility to work in an empowered team environment, including the ability to effectively communicate, share information, resolve issues, and give and receive both positive and negative feedback in a respectful and professional mannerInsurance provided: Medical, Dental and Vision

Created: 2025-01-16