Sales Support Specialist

1 week ago


Anaheim, California, United States Oceania International Full time

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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