Reports to Customer Support Supervisor

Responsible for support activities at an assigned territory that drive account retention and growth, contributing to JRW growth through annual profitability goals. Duties will include proactive customer reach outs to maintain and build relationships and drive revenue growth through. Support activities include but are not limited to project implementation, customer set up, handling of complaints and inquiries, product support, and sales support. A successful Sales Support Specialist will create raving fans, build customer loyalty, and help JRW gain and retain revenue.

Responsibilities

• Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
• Works collaboratively with internal teams on customer needs and factors that contribute to customer satisfaction.
• Manages product changes for territory (price, supplier, pack size) and handles approvals and communications with customers.
• Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
• Analyzes customer purchasing behaviors to proactively drive sales and profit; equally working to address at risk or lost business within accounts.
• Proactively reach out to customers to establish open line of communications and make connections that make JRW the preferred choice for customers.
• Respond in a timely manner to customer requests for quotes, including item pricing and availability.
• Increase customer base by pursuing leads assigned.
• Log all customer calls and projects into JRW’s CRM daily.
• Manage projects through the opportunity pipeline stages in FUSE, assisting in all territory implementations
• Participate in budgeting and quarterly sales initiatives to improve revenue on assigned accounts
• Other duties, as assigned, including assigned back up duties.

Skills

• Act with urgency to address urgent matters and ensure timely resolution.
• Prioritize tasks based on level of urgency and importance.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Has gained full proficiency in a broad range of activities related to the job.
• Data analysis- Reviewing data sheets and manipulating data to determine best action plans for account reach outs and discussions.
• Time Management - Managing one's own time, insuring timely follow through and completion of multiple tasks.
• Team Participation-the ability to successfully interact with co-workers to accomplish team and company goals while building healthy working relationships with them.
• Exceptional planning & organizational skills.
• Strong attention to detail; excellent verbal and written communication skills.
• Excellent telephone skills.
• Proficiency in computer software in all aspects of Microsoft Office, particularly PowerPoint, Excel, and Great Plains (GP) Dynamics.
• Demonstrated abilities of resourcefulness, flexibility, thinking with good judgment, initiative, and a strong work ethic.

Experience

• Independently performs a wide range of complex duties under general guidance from supervisors.
• Typically requires 5-7 years of related experience.
• Bachelor’s degree or minimum of 3- 5 years’ Customer Service or Account Management experience.
• Excellent verbal and written communication
• Self-motivated, positive attitude with strong executional capabilities.
• Proficient in MS Office (i.e., Word, Excel, Outlook) and data entry system
• Comfortable working in sales environment
• Ability to work in and manage a fast-paced, rapidly changing environment
• Food and Beverage Ingredients industry experience preferred.