Customer Support Specialist

Job Summary: The Sales & Customer Service Support Specialist will assist our commercial team in ensuring customers and prospects have a positive buying experience with Quick Books Purchase Order System. The position will be responsible for various customer acquisition and retention initiatives, including digital marketing and related follow-up, social media channel management, print advertising coordination, trade-show and conference coordination, sales metric generation in SAP and all related reports, sales team Customer Relationship Management (CRM) administration, market research and sales lead qualification along with various other customer facing engagements. The position will also function as the primary Customer Service Representative for the processing and management of orders for our sales territory. This position may also provide backup Customer Service responsibilities for other sales regions.

Responsibilities

[Managing strategic online initiatives: collaboratively designing and executing marketing campaigns from the idea stage through their execution and implementation

Work collaboratively with our commercial team and various global stakeholders to monitor and evaluate online media and print campaigns to keep them fresh and effective

Manage our Knowledge Digital Marketing platform; proactively engage storefront visitors in facilitating product data and related samples to ensure an expedited and successful journey through the ICOF Musim Storefront, resulting in new opportunities, downstream sales, and complete customer satisfaction.

Coordinate administrative duties for the sales team, including assisting in the scheduling of client conferences and meetings, trade-shows, and related travel

Generate and / or follow-up on sales leads, sample requests, and related opportunities as directed by the Commercial Team

Support the Sales Team with customer pricing and related internal support requiring prompt attention from Business Management.

Generate SAP reports for the sales team daily and as needed

Help facilitate and administer sales team utilization of the company Customer Relationship Management (CRM) tool

Order Management – Process initial PO, including order acknowledgment communication with the customer

Liaise with Business Management to ensure submitted purchase order pricing matches the customer quotation and issue corresponding sales contract.

Send allocation and order to appropriate ICOF America outbound logistics contact (Bulk group, warehouse coordinator, etc)

Provide timely updates to customers on all submitted purchase orders

Periodic contract review with Business Management, combine and update as requested

Respond to customer questions and issues in a timely and efficient manner

Maintain and update BP Master Data for all ICOF America customers, including, but not limited to, purchasing, receiving, and quality contacts

Periodic reviews with the Customer Service Manager, CSR Team, and Business Management regarding weekly orders, any outstanding contract or order issues, etc.

Liaise with the Sales team to ensure we deliver excellent customer service with the ability to provide dedicated attention when needed.

Assist the General Sales Manager in the administrative management of the California office, including acting as a liaison with various vendors and office facility management

Additional responsibilities as directed by the General Sales Manager.

Qualifications

An associate or bachelor’s degree in business administration, Business Management, Advertising, Marketing or a related discipline is preferred

Demonstrable experience in customer-facing positions and related responsibilities

Experience with ERP and CRM facilitation software; SAP experience strongly preferred

Working knowledge of Search Engine Optimization (SEO) tools and Google AdWords

Working knowledge of LinkedIn, Twitter, and Instagram

Time management and organization skills, including calendar management and the ability to multitask to complete projects and tasks efficiently and quickly

Strong professional conversation etiquette, especially in person, written, and verbally when interacting with customers, vendors and company representatives

Clear communication and the ability to explain concepts in simple terms when assisting customers through their buying experience with the company, especially when utilizing our digital platforms (website, LinkedIn, Twitter,) and referencing related product support collateral

Must be able to use critical and creative thinking to identify customer acquisition and retention opportunities

Quantitative skills: Must be able to quantify movement/progress through our Traditional and Digital Sales Pipelines and related promotional activities (advertisements and trade show activity) in the generation of new opportunities, which ultimately convert to new sales

Must be proficient in Quick Books, Microsoft Office tools: Outlook, Word, Excel, and PowerPoint. Prior working knowledge of pivot tables is a plus

Ability to work in an empowered team environment, including the ability to effectively communicate, share information, resolve issues, and give and receive both positive and negative feedback in a respectful and professional manner

Insurance provided: Medical, Dental and Vision