As Sales Support Specialist you will play a crucial role in ensuring the smooth operations of our sales process by providing essential administrative and technical support to the sales team and customers. The primary responsibilities include preparing accurate and timely quotations, creating lighting layouts and proposals, managing customer inquiries, and maintaining the CRM system. This role acts as a key liaison between sales, customers, and internal teams, ensuring that customer needs are met promptly. By streamlining processes and providing detailed administrative support, the Sales Support Specialist enhances the overall sales effort, contributing to customer satisfaction, sales growth, and operational efficiency within the organization.
Who will I report to? Director of Sales
What roles am I accountable for?
Quotations, Layouts & Proposals
- Prepare and manage accurate and timely quotations based on customer needs and product specifications.
- Create lighting layouts and proposals that meet customer specifications using design software.
- Work closely with the sales team to support their needs and shepard customers through the sales process.
- Serve as the primary point of contact for incoming sales phone calls, resolving issues when possible and directing inquiries to the appropriate parties.
CRM Record Keeping & Management
- Update and maintain the Customer Relationship Management (CRM) system with account and contact data, customer interactions, sales leads, opportunities, and pipeline progress.
- Monitor and track the progress of leads and opportunities through the sales pipeline, assigning tasks to sales team members, and updating statuses to reflect the latest developments.
- Ensure data accuracy for reporting and analysis.
- Create and distribute CRM reports that summarize sales activity, pipeline status, customer interactions, and performance against sales targets for the sales team and management.
Customer Support & Inquiries
- Serve as the first point of contact for customers via phone, email, and chat to address inquiries related to products, services, pricing and order status, ensuring prompt and professional communication.
- Provide level 1 product related technical support to customers and the sales team.
- This may involve helping customers understand product specifications, installation requirements, and troubleshooting potential issues.
- Staying updated on the latest trends in industrial lighting, product innovations, and competitors' offerings to support sales efforts and provide informed recommendations to customers.
Collaboration with Cross-functional Teams
- Coordinate directly with order processing to assist with order entry, tracking, and follow-up to ensure customer orders are fulfilled accurately and on time.
- Work cross-functionally with internal departments including engineering, production, logistics, and supply chain to ensure seamless coordination from sales proposal to product delivery, addressing any challenges that may arise.
- Contribute as a key member of the sales team in weekly, quarterly and annual team meetings and the achievement of quarterly and annual team Rocks.
What does success look like?
Success in the role of a Sales Support Specialist will be achieved by effectively supporting the sales team and customers. Providing accurate and timely quotations, creating effective lighting layouts and proposals, and ensuring smooth order processing and follow-up, all while maintaining high levels of customer satisfaction. Success also involves effectively managing CRM data, enabling the sales team by reducing administrative burdens, and demonstrating strong product and market knowledge. Collaboration with cross-functional teams, meeting key performance indicators (KPIs), and continuously improving processes are essential to supporting the overall sales effort and contributing to customer retention and business growth.
How do we show up every day?
- Positive Attitude - See challenges as growth opportunities. Keep an optimistic mindset. Create an uplifting environment.
- Does the Right Thing - Genuine care for our customers. Go above and beyond expectations.
- Always Learning - Problem-solvers who continuously learn. Insatiable thirst for personal & professional growth.
- Gets It Done (GSD) - Fast-paced, follow through on commitments. Do what it takes to get the right work done as a team.
- Detailed Oriented - Intentional and dedicated to excellence in all that we do.
What will I need to succeed?
- Must align with our Core Values
- Bachelor's degree in Business, Marketing, Communications or other relevant field (preferred)
- Proficiency with quoting systems, CRM platforms (e.g., Salesforce, HubSpot), and Microsoft Office Suite. Knowledge of lighting design software such as Visual, AGi32, Dialux, or Relux for creating lighting layouts is a plus.
- Strong interpersonal and communication skills, both written and verbal, for handling customer inquiries and ensuring a positive customer experience.
- Ability to ensure accuracy in quotes, proposals, and CRM data, along with thoroughness in following up.
- Ability to manage multiple tasks and deadlines, prioritizing effectively to meet customer needs and support the sales team.
- Strong problem-solving abilities for addressing customer challenges, technical issues, or order fulfillment concerns.
- Ability to work collaboratively with sales, engineering, production, and other internal teams to support smooth operations.
- 2-5 years of experience in a sales support, customer service, or similar role, ideally within the lighting, electrical, or industrial product industries.
- Previous experience preparing quotations, proposals, or technical layouts, preferably in a B2B environment.
- Experience using CRM systems to manage customer relationships, sales pipelines, and tracking interactions.