Sales Support Specialist

Position Summary:

This candidate will be required to assist clients through the sales and ordering process. They will provide knowledgeable solutions with an excellent customer experience, in addition to any future follow up inquires or service, the customer may require.

Job Responsibilities:

· Assisting customers with placing orders, product inquires, order status and stock availability. Provide knowledgeable feedback and support to customers.
· Review and enter purchase requests and customer orders for processing. Ensure orders are accurately entered within OCR’s ERP system.
· Meet or exceed performance objectives including Lead distribution, Lead Management, call quality, Data entry into OCR CRM and time management.
· Follow up and communicate with Field Sales Support Manager for sales or technical support for escalation and resolution of more complex scenarios.
· Work within the FSS/SAM team to provide support, coverage (vacation/sick days/out of office) as backup to the sales team.
· Manage customer demo orders and equipment
· Assist customers with any order returns by requesting and monitoring RMA’s.
· Maintain complete and accurate records of all customer and prospect contacts within the OCR Customer Relations Management database (Netsuite). Assist in maintaining data (for accuracy) within CRM
· Complete product training on partner portals to understand product and capabilities.

Relationships and Roles:

· Establish and maintain excellent relationships with all OCR Canada departments and offices.
· Maintain strong relationship with Service team and CTO and PS Tech Manager to effectively schedule and deploy System Engineers for Professional services related to sales orders
· Integral role in customer satisfaction. Ability to assist all customer inquires, including any customers who many not feel completely satisfied. Work diligently to resolve and escalate to Managers when required for prompt resolution.
· Participate on other duties and special projects as required.

The salary is commensurate with experience. We offer a market competitive benefits package, including medical, dental, & life insurance.