Sales Support Administrator

PRIMARY FUNCTION:  Receive and respond to customer inquiries, complaints, requests and needs via telephone, mail, and electronic media and from sales personnel.  Clarify research and resolve and/or coordinate resolution of customer complaints and problems; order changes and inquiries, shipment status inquiries and changes, customer and vendor returns/repairs and order expediting; provide follow-up and communicate resolution to customer, vendor, and internal personnel. Proactively monitor customer requirements and schedules, anticipate and resolve and/or coordinate resolution of potential conflicts of customer requirements versus Horizon performance.   

 MAJOR DUTIES AND RESPONSIBILITIES

The statements below are intended to describe the general nature and level of work being performed by employees.  It is not intended to be an exhaustive list of all specific tasks and duties required by each person assigned this job title or the specific responsibilities associated.  Employees may perform other duties as assigned.  In addition to the major responsibilities specific to this position, all Horizon employees are expected to:

n Promote teamwork and cooperative effort.

n Understand and apply appropriate quality assurance and improvement processes.

n Practice positive customer relations and constructive problem solving.

n Continuously upgrade skills and knowledge to improve personal effectiveness and provide training and guidance to less experienced/skilled personnel. Maintain a safe and unobstructed work area, follow all safety guidelines and utilize appropriate safety equipment and practices.

 

Regular interaction with external customers and/or suppliers that includes receiving requests for information, providing information and identifying problems. Regular communication that includes interpreting information and requests, requesting information, research, receiving detailed instructions and providing information with internal sales and support personnel, service and product vendors and external customers.  External customers and vendor relationships and communication maintained primarily via telephone and electronic media; internal sales and support personnel relationships and communication may be via telephone, electronic media and in-person.

 

Receive customer orders via telephone, fax, and electronic communication or from sales personnel; verify and enter product and order information, per instructions, into customer order system.  Edit and ensure order information accuracy, assign applicable codes and distribute/file order information as required.  May be required to contact the customer or Horizon personnel for correction and/or clarification prior to order entry.

 

Monitor order and shipment status relative to customer needs and requirements via predetermined reports, processes, and routine documentation in response to direct or indirect customer requests.  Research and determine order/shipment status, physical location of product, carrier/transportation schedules; document relevant information and resolve and/or coordinate resolution of discrepancies between customer requirements and Horizon/vendor schedules and availability. 

 

Receive and process product returns and repair requests per established procedures.  Research stock status, restocking/return/repair charge, obtain vendor return/shipping authorization, and coordinate carrier pick-up and return; Complete return/repair authorization and documentation, enter and document return/repair charges, restocking and credit charges per established procedures; Communicate charges and credits to customer, enter information into system, distribute/file records.

 

Performs a variety of customer support and clerical responsibilities including; maintaining and updating written customer and product records, files and documentation, responding to routine inquiries and correspondence, input and retrieval of customer and product information, initiate correspondence, as required.

 

Establish and maintain a highly responsive relationship with internal and external customers and vendors.

 

 

 

EXPERIENCE, EDUCATION AND FUNCTIONAL REQUIREMENTS:

 

High school degree or equivalent combination of education and experience. At least one year of experience in a customer oriented environment/function is required.  Problem solving experience and skills, strong organization and teamwork skills and experience preferred.  Experience involving high volume, high accuracy data entry is preferred. 

 

Ability to accurately transcribe numbers and letters information from black and white paper and computer display.  Ability to decipher verbal information and instructions in person, via telephone and electronic media. 

 

Ability to communicate instructions, recommendations, negotiate and provide instructions verbally and in writing.  The ability to plan and prioritize the tasks of this position is required.

 

The successful candidate will possess the ability to use a wide variety of office equipment to include but not limited to word processing, spreadsheet and database management software.  Ability to use business system software to retrieve and update information is preferred.

 

 

 

 

HORIZON Solutions is an Equal Employment Opportunity Employer and fully supports Affirmative Action.