Sales Support Specialist
1 week ago
Company Overview and Job Description Summary:
Founded in 2005, Oceania Inc. is a diversified company with business in e-commerce, advanced materials, and renewable energy. Our mission is to provide top-quality consumer products at great prices by merging innovative marketing with data-driven technologies. Since our establishment, Oceania has experienced rapid growth while expanding our market internationally to over ten countries in North America, Europe, and Asia.
We are looking for a Sales Support Specialist/CSR to join our lively team at Oceania International. This role will be pivotal in aiding our sales and customer service teams to ensure the smooth functioning of our e-commerce platform. You will act as the primary point of contact for our customers, offering assistance, resolving inquiries, and ensuring a pleasant journey with our brands. We need a proactive and detail-oriented individual with exceptional communication skills and a dedication to providing outstanding customer service.
Main Responsibilities/Functions:
- Customer Service:
- Respond promptly to calls and emails to enhance customer satisfaction
- Get familiar with all our product lines and address customer issues effectively
- Identify and resolve customers' needs and problems to ensure satisfaction and loyalty
- Handle claims with shipping carriers, such as UPS, FedEx, USPS
- Coordinate pickups and returns between customers and shipping agents, and track delayed shipments
- Scheduled Consultations:
- Conduct sales consultations Monday to Friday, ensuring timely attendance for all scheduled consultations
- Give detailed information and guidance on our products during consultations
- CRM Leads Management:
- Manage all leads assigned through our CRM system
- Find leads not in the correct 'status' section and update for timely contact
- Quotes and Invoices:
- Address all customer requests for quotes and invoices promptly and accurately
- Follow up consistently with both old and new leads to facilitate sales
- Leave detailed notes after each call for record-keeping and future reference
- Customer Relationship Management:
- Nurture strong relationships with key clients
- Resolve escalated customer concerns and ensure high customer satisfaction
- Deal Management:
- Create deals and follow up diligently to close sales effectively
- Discover external sales opportunities from Gmail, Zendesk, and other marketing channels
- Email Handling:
- Handle ZenDesk sales emails, ensuring completion of all assigned emails before shift end
- Promptly manage emails forwarded from other team members
- Provide feedback for product enhancements based on customer interactions and market trends
- Purchase Orders, Invoices, Quotes:
- Complete orders, invoices, and quotes accurately and promptly
- Ensure Shopify records are updated and completed
- Promote company products
- Manual Invoice Generation:
- Manually generate invoices from provided quotes, ensuring details accuracy
- Handle credit card payments for online and offline orders via Converge
- Order Tracking:
- Record all completed sales outside of scheduled consultations
- Maintain detailed records of completed orders in Excel, tracking the status of each order
Requirements
Qualifications:
Required:
- 3 years of sales and customer support experience in a similar e-commerce sector
- Excellent phone and verbal communication skills
- Capable of adapting to various personality types
- Proficient in Microsoft Office Suite and CRM software
- Adept at professionally managing and adapting to customer support incidents
- Strong organizational and time-management skills
- Capable of multitasking and self-motivated
- Skilled in problem identification and resolution
- Able to handle ever-changing priorities
Preferred:
- Work experience in technology, machining, or industrial companies
- Familiarity with CRM tools like Zendesk and NetSuite
- Prior experience in upselling
Benefits
Job Type: Full-time
Pay: $28.00 per hour
Weekly Hours: 40
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8-hour shift
- Flexible evenings
- Monday to Friday
License/Certification:
- Driver's License (Preferred)
Ability to Commute:
- Anaheim, CA (Required)
Ability to Relocate:
- Anaheim, CA 92806: Relocation before starting work (Required)
Work Location: In person
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