Sales Support Specialist

MTM Technologies, Inc. is a $250 million publicly-traded company that provides innovative IT solutions and services to Global 2000 and mid-size companies. Partnered with industry-leading technology providers such as Cisco Systems, Citrix, Microsoft, HP, Sun Microsystems, EMC, and Avaya, MTM Technologies offers comprehensive solutions in the areas of access, convergence, consolidation, and virtualization. In addition, MTM Technologies provides a broad range of managed services, including system monitoring and management, hosting, security management, IP telephony management, and IT support, as well as IT staffing and training services. We currently have 27 offices in 18 states with over 700 employees and we’re growing! We have committed investors and just received additional funding. To learn more visit: www.mtm.com

Summary of Position Purpose: Enter orders into CRM system; monitor order status to ensure timely delivery to customer. Understand IT products & licensing schemes as it relates to ordering requirements. Interact daily with Customers, Inside Sales, Purchasing, Warehouse, Accounting and Account Managers to ensure timely and accurate processing of orders. Ensure proper order documentation is maintained. Responsible for timely and accurate order bookings, ensuring each meets the requirements for adherence to MTM policies and SOX compliance requirements. Responsible for customer delivery inquiries and concerns as well as the initiation of and interface for any product returns between the customer and MTM’s national returns department.

RESPONSIBILITIES

Responsible for the creation and maintenance of customer records within Pivotal, MTM’s CRM system, as well as coordinating the collection of credit application and set up of new customers into MTM’s finance system.

Complete orders in MTM’s order management system by entering customer PO’s and details related to ordering the product and services. Ensure orders are accurate, have required documentation and are completed in a timely manner.

Responsible of the processing of all Product opportunities (Own from time customer signs the deal). Responsibilities include but are not limited to the following:

-Verify terms and conditions requirements have been met

-Attach proper documentation to the Opportunity (vendor quote, cust. PO, special instructions and approvals, etc)

-Initiate Customer Set up requests and follow up to completion

-Initiate Vendor Set Up requests 

-Win Opportunities 

-Audit Opportunities to ensure customer, vendor, policy and compliance requirements have been met

-Work directly with the customer or the sales department on customer ordering issues o Order Status/Delivery inquiries o Shipping Issues o RMA’s

-Finalizing Commission Opportunity requirements (i.e. Citrix confirmations after the sale is registered)

Responsible for Service Opportunity processing requirements (may be engaged from creation in Pivotal to completion)

-Ensure valid SOW utilized (standardized vs. engagement proposal)

-Accurate service SKU applied

-Quote content is complete and meets billing requirements

-Terms & conditions have been met

-Signatures are included and are the proper level of authority

-Technical Review completed

Ensure personal metrics are at or in excess of company expectations

Deliver high level of customer satisfaction

Assist with monthly Pivotal updates to forecasted opportunities, working with the sales team to collect the data and enter into the system.

Maintain knowledge of and training on new vendor programs offered.

Other responsibilities related to supporting MTM and it’s customers as assigned.

REQUIREMENTS

Two years of customer service experience (preferably in an IT environment) with a track record of exceeding objectives

Ability to work as a team with daily interaction and open (two way) communication in a professional manner

Ability to organize and prioritize work to meet changing deadlines; adaptability will be necessary in this high-paced environment.

Excellent communication skills required, both written and verbal.

Knowledge of leading technology providers’ product offerings, such as Cisco, Citrix, Microsoft, HP, EMC, SUN or Avaya is a plus.

Ability to interpret documents, such as statements of work and customer contracts

Ability to manage and complete multiple tasks

Minimum of high school diploma or GED is required, with some college preferred.

Basic accounting knowledge to apply mathematical concepts to practical situations

Experience using Microsoft Office applications, and the ability to learn new applications

Familiarity with standard office functions, such as credit, collections, purchasing, accounting, etc.

Must be reliable and motivated to work a full day, with extended hours during peak performance periods.

Job Conditions and Environment: The work environment will generally be in an office; however, the employee may occasionally be required to attend meetings at customer sites.

• Occasional travel may be required

• Frequent computer and telephone use is expected

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.