Sales Support Associate - Law Enforcement

Position Summary

The Sales Support Associate provides administrative and operational support to the sales team to ensure accurate order processing, timely communication with customers and vendors, and seamless coordination between departments. This role is critical to maintaining high standards of accuracy, efficiency, and customer satisfaction within the sales process.

This position is located at our company headquarters in Coatesville, Pennsylvania. Our preference is for this to be an onsite position. Hybrid work (3 days in office, 2 days remote) is possible.

Key Responsibilities

Quote and Order Management

• Review all sales quotes for accuracy prior to submission.
• Process approved quotes into sales orders and ensure all required documentation is attached.
• Request and obtain estimated delivery dates (ETAs) and provide tracking information to sales representatives as needed.

Product and Part Number Support

• Request new part number creations on behalf of sales representatives.

Returns and RMA Administration

• Create and manage Return Material Authorizations (RMAs) to ensure proper processing and visibility.

Firearm Order Verification and Documentation

• Review firearm orders placed on web and by sales teams for verification and obtain required documentation.

Issue Resolution and Escalations

• Collaborate with sales representatives and vendors to resolve order or product-related issues promptly.
• Submit Customer Service Escalation (CSE) requests on behalf of sales representatives, ensuring all other resolution efforts have been exhausted.

Sales Opportunity and Reporting Support

• Assist in managing and tracking sales opportunities; define and document related processes in collaboration with the sales team.

Logistics and Operations Coordination

• Partner with Operations to coordinate delivery orders and special shipping requests.
• Communicate order status updates and resolve any logistical issues that may impact customer satisfaction.

Cross-Departmental Collaboration

• Provide support to other departments, including Government Sales, Finance, and Operations, to ensure smooth communication and workflow integration across the organization.

Education & Experience

• Associate’s degree in Business Administration, Sales, or related field (Bachelor’s preferred).
• 2+ years of experience in sales support, customer service, or order management.
• Experience in a manufacturing, distribution, or technical sales environment preferred.
• Experience in firearm sales or knowledge of regulations preferred.

Skills & Competencies

• Strong attention to detail and commitment to accuracy.
• Excellent organizational and time management skills.
• Proficient in Microsoft Office Suite (Excel, Outlook, Word) and ERP/CRM systems (e.g., SAP, Salesforce, NetSuite).
• Strong written and verbal communication skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Collaborative team player with a proactive approach to problem-solving.

Work Environment

• Office-based position with standard business hours.
• Occasional overtime may be required during peak periods or large order cycles.
• May involve occasional communication with vendors and customers across multiple time zones.

Core Competencies

• Accuracy & Accountability: Ensures all documentation and processes are completed correctly and on time.
• Customer Focus: Responds quickly and effectively to internal and external customer needs.
• Collaboration: Works cross-functionally to resolve issues and streamline processes.
• Continuous Improvement: Identifies opportunities to enhance efficiency, visibility, and process control.

If you are looking to be a part of something bigger than yourself, that is both financially and emotionally rewarding, we want to talk to you! We like to hire people with experience, but we love to hire people with initiative. We are a fast-growing company with exciting endeavors on the horizon. We need people who are passionate, positive, and ready to thrive in a fast-paced environment.

When you work at Witmer, your work matters. We can’t wait to hear from you!