Customer Support Specialist

 JOB DESCRIPTION

 

TITLE:                         Customer Support Specialist

DEPARTMENT:          Sales

REPORTS TO:           Customer Support Manager

STATUS:                     Non-Exempt 

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The salary is commensurate with the position description and experience.  Benefits include health & dental insurance, life insurance, 401(k) plan, paid time off, and company sponsored functions among others.  The position is located in Gaithersburg, Maryland.

 

Professional Products, Inc. (PPI) is a technology-driven design-build company devoted to excellence in sales and long-term service.  Specializing in advanced video, audio, data, and control systems, we provide a full array of hardware and software solutions for training, broadcast, video on demand, and presentation.  Our customers include federal and state government entities, broadcast and production facilities, corporations and professional organizations, institutions of higher learning, medical and healthcare facilities and the entertainment and leisure industries.  We represent hundreds of manufacturers and employ an experienced “think tank� of account managers, application engineers, design engineers, project supervisors, programmers, system integrators and factory-certified service technicians.  By developing collaborative and strategic relationships with hardware manufacturers and software developers, we are able to design, integrate, and service innovative systems that leverage new hardware and software technology.  Some examples of these systems include: command and control centers, training facilities, television and production facilities, classroom and distance learning centers, presentation and conference rooms, and entertainment and sports venues.  For more information, please visit:  www.professionalproducts.com

 

POSITION SUMMARY:

The Customer Support Specialist is responsible for assisting their assigned sales team in a variety of both pre-sale and post-sale activities.  From entering all sales orders into the system to ensuring that customers are retained, satisfied and that their needs are fulfilled. 

 

PRINCIPLE DUTIES & RESPONSIBILITIES:

      1.       Prepare client submittals.

      2.       Assist with preparation of bid packages and proposals for clients.

      3.       Assist clients when Account Manager is unavailable.

      4.       Check with vendor for product availability.

      5.       Enter quotes and orders into the Navision system.

      6.       Assist in preparing online bid solicitation for submittal .

      7.       Assist engineers on pricing and product information when needed.

      8.       Remain knowledgeable of GSA contract and sales implications thereof.

      9.       Process items cards as needed.

  10.       Participation in PPI Tech fair or events as required.

  11.       Perform status checks on customer orders.

  12.       Help identify problems with orders and ensure that replacements are shipped and that credits are processed to client.

  13.       Create and execute change orders as necessary.

  14.       Process damage claims when required.

  15.       Manage and clean up back order reports.

  16.       Obtain proof of delivery for customers.

  17.       Manage and retain RMA’s when required.

 

Other duties as assigned.

 

REQUIREMENTS:

 

The ideal candidate should have the following professional experience and personal attributes:

 

·         Must have exceptional customer service skills.

·         Must be able to think independently and make sound judgment calls as it pertains to daily activities and requests.

·         Must be a self managed individual that can multitask and work well with different personalities.

·         Must be organized and work well under fast paced deadlines.

·         Must be proficient in MS Office, Adobe Acrobat & Navision.

·         Must have a working knowledge of AV products.

·         A desire to go into sales is preferred, but not required.

 

 

Professional Products, Inc. is an equal opportunity employer.

 

All interested applicants must apply through our website at http://www.professionalproducts.com