Arizona: Sales Support Representative

Summary:

The Sales Support Representative (SSR) plays a critical role in ensuring a seamless and exceptional customer experience by providing dedicated support to Account Manager teams. Operating under the direction of the Sales Director, the SSR is responsible for managing and processing customer orders and quotes, coordinating delivery timelines (ETAs), handling returns (RMAs), and resolving customer inquiries and issues. This role requires strong attention to detail, effective communication skills, and a proactive approach to problem-solving.

The SSR serves as a tactical liaison between customers, Account Managers, and internal departments such as merchandising and customer support. By maintaining accurate order records, ensuring pricing integrity, and anticipating potential obstacles, the SSR helps drive operational efficiency and customer satisfaction.

Essential Job Duties:

Order Management & Processing

• Accurately enter customer orders into SAP, ensuring timely and error-free processing.
• Verify and apply special pricing for orders with price exceptions.
• Complete price and cost adjustments as needed to maintain order accuracy.

Customer Communication & Support

• Serve as a primary point of contact for tactical customer communications.
• Provide tracking updates, ETAs, and product allocation details to customers.
• Collaborate with Customer Support to facilitate RMAs and resolve related issues.
• Deliver a “wow” experience through responsive, solution-oriented service

Issue Resolution & Escalation

• Identify and proactively address potential obstacles in order flow.
• Escalate orders when necessary to meet customer expectations and deadlines.
• Work cross-functionally with merchandising and other teams to resolve order-related issues.

Systems & Tools Proficiency

• Demonstrate solid understanding of ScanSource’s order management processes.
• Utilize SAP and Salesforce.com to manage quotes, orders, and customer interactions.
• Maintain basic knowledge of various technology groups relevant to customer needs.

Customer Experience Enhancement

• Provide visibility and transparency to customers throughout the order lifecycle.
• Ensure all communications and actions contribute to an unrivaled customer experience.
• Support Account Managers in delivering consistent and high-quality service.

Reporting Relationships

• Direct supervision from Sales Director

Credentials:

Required:

• 4 year college degree or equivalent work experience
• Strong organizational skills and attention to detail
• Track record of achievement and results orientation
• Excellent verbal and written communication abilities
• Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment
• Collaborative mindset with a customer-first attitude

Preferred:

• Proficiency in SAP and Salesforce.com
• Prior experience in order management, customer service, or sales support

Physical Requirements:

• Ability to sit a computer terminal for long periods of time
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for the position
• Ability to lift 25 pounds
• Ability to travel 20%
• Ability to operate office equipment

Compensation:

Base: $45,000 and total compensation: $53,000

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer.

For non-sales roles and sales roles with a variable component, total compensation reflects both a base salary and variable targets.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.