Senior Sales Support Representative - HME

Clear-Com, an HME company, is a trusted global provider of professional real-time communications solutions and services since 1968. We innovate market-proven technologies that link people together through wired and wireless systems.

Clear-Com was the first to market portable wired and wireless intercom systems for live performances. Since then, our history of technological advancements and innovations has delivered significant improvements to the way people collaborate in professional settings where real-time communication matters. For the markets we serve -- broadcast, live performance, live events, sports, military, aerospace, and government-- our communication products have consistently met the demands for high-quality audio, reliability, scalability, and low latency, while addressing communication requirements of varying size and complexity. Our reputation in the industry is not only based on our product achievements but also on our consistent level of customer engagement and dedication to delivering the right solutions for specialized applications, with the expertise to make it work. Around the globe and across markets, Clear-Com’s innovations and solutions have received numerous awards and recognitions for ingenuity and impact on customers. At Clear-Com you will have the opportunity to learn and grow while developing our future products. Come join our team!

Clear-Com is currently recruiting for a Senior Sales Support Representative.   In this role, you will be responsible for generating sales orders from customer purchase orders and responding to customer inquiries regarding pricing, availability, and order delivery schedules. You will also serve as first-tier escalation for purchase order discrepancies and partner issues while being the voice of Clear-Com to the customer throughout the order-to-delivery cycle. In this position, you also be supporting Inside Sales activity and will be responsible for supporting the Regional Sales Managers (RSMs) by providing logistical support, maintaining system quotations, updating designs, and ensuring CRM data completeness and accuracy.

What you will do in the position:

Sales Support (~70 of time)

• Manage several key customer accounts from order entry through to delivery, being the main point of communication for the customer and Regional Sales Manager (RSM).
• Process Customer Returns for credit or replacement.
• Review open order reports at set intervals to ensure timely movement of orders through the pipeline and effectively communicate top internal and external customers as issues arise.
• Manage escalation processes to ensure customer satisfaction and increase Sales Support team capability while reducing RSM touch time.
• Participate in rotation of assigned email boxes and group voicemail, managing, and responding to customer inquiries as required.
• Able to read and act upon daily manufacturing shortage reports, ensuring clear communication to Customers and the Clear-Com sales team.
• Proactively manage credit/sales hold orders maintaining a 5-day buffer for manufacturing.
• Effectively manage expedited orders and projects by reviewing the Manufacturing and Material planning process and effectively communicating both internally and externally.
• Work with Technical Support and the Application Engineering group, as required, to establish a high-level technical understanding of how Clear-Com products interact.
• Proactively work with RSM’s, Partners, Manufacturing, and Logistics to identify creative solutions and help deliver process improvements.
  

  Inside Sales (~30 of time)

• Under the direction of the RSMs, update quotations to Partners and Customers as necessary.
• Work independently to bring closure to existing quotes, as directed by the Director of Sales.
• Record quotations in our CRM to reflect any change in project status (amendments, closure, etc).
• Support RSMs’ requirements for maintaining current data in our ERP system and our CRM
• Independently verify the accuracy of recorded information
• Ensure new Partners/Accounts/Contacts are added to our ERP system and CRM in advance of any sales orders, including additional information gleaned from other sources (E.g. Google).
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaints
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaints
• Manage time effectively, meet personal goals, and work effectively with other members of the team.

What you will need to succeed in this position:

• Excellent verbal and written communication skills a must
• Computer proficiency with MS Office including Excel, Outlook, Word, PowerPoint
• Ability to read/write Spanish and/or Portuguese a strong plus
• Create and deliver clear, concise presentations
• Detail-oriented and exceptionally well-organized
• Working knowledge of MS Dynamic AX and Salesforce or other CRM a plus
• Ability to prioritize tasks and work efficiently under deadlines
• Bachelor's Degree – preferred
• 0-3+ years of customer service and sales support experience; prior sales experience a plus.
• Demonstrated proficiency in customer communication and problem resolution.
• Previous industry experience or background with professional audio, or AV equipment - preferred.

Pay Range: $21.54/hour - $26.92/hour. This is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must regularly lift and move up to 25 pounds.