Arizona: Sales Support Representative
ScanSource Inc., Tempe, AZ, United States
Summary
The Sales Support Representative (SSR) plays a critical role in ensuring a seamless and exceptional customer experience by providing dedicated support to Account Manager teams. Operating under the direction of the Sales Director, the SSR is responsible for managing and processing customer orders and quotes, coordinating delivery timelines (ETAs), handling returns (RMAs), and resolving customer inquiries and issues. This role requires strong attention to detail, effective communication skills, and a proactive approach to problem‑solving.
Essential Job Duties Order Management & Processing
Accurately enter customer orders into SAP, ensuring timely and error‑free processing.
Verify and apply special pricing for orders with price exceptions.
Complete price and cost adjustments as needed to maintain order accuracy.
Customer Communication & Support
Serve as a primary point of contact for tactical customer communications.
Provide tracking updates, ETAs, and product allocation details to customers.
Collaborate with Customer Support to facilitate RMAs and resolve related issues.
Deliver a “wow” experience through responsive, solution‑oriented service.
Issue Resolution & Escalation
Identify and proactively address potential obstacles in order flow.
Escalate orders when necessary to meet customer expectations and deadlines.
Work cross‑functionally with merchandising and other teams to resolve order‑related issues.
Systems & Tools Proficiency
Demonstrate solid understanding of ScanSource’s order management processes.
Utilize SAP and Salesforce.com to manage quotes, orders, and customer interactions.
Maintain basic knowledge of various technology groups relevant to customer needs.
Customer Experience Enhancement
Provide visibility and transparency to customers throughout the order lifecycle.
Ensure all communications and actions contribute to an unrivaled customer experience.
Support Account Managers in delivering consistent and high‑quality service.
Reporting Relationships
Direct supervision from Sales Director.
Credentials
4‑year college degree or equivalent work experience.
Strong organizational skills and attention to detail.
Track record of achievement and results orientation.
Excellent verbal and written communication abilities.
Ability to prioritize tasks and manage multiple responsibilities in a fast‑paced environment.
Collaborative mindset with a customer‑first attitude.
Preferred
Proficiency in SAP and Salesforce.com.
Prior experience in order management, customer service, or sales support.
Physical Requirements
Ability to sit at a computer terminal for long periods of time.
Ability to be physically present at workstation at designated company office location during normal business hours.
Ability to lift 25 pounds.
Ability to travel 20%.
Ability to operate office equipment.
Compensation Base: $48,000; total compensation: $53,000. Actual annual salary offered will be based on work experience, education, and skills/achievements, and will be mutually agreed upon at the time of offer. For non‑sales roles and sales roles with a variable component, total compensation reflects both a base salary and variable targets.
Benefits include medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, 128 hours of paid time off (PTO) per calendar year (prorated for date of hire), and 10 paid company holidays.
Equal Opportunity Employer ScanSource, Inc. is an Equal Opportunity Employer.
EOE/M/F
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Essential Job Duties Order Management & Processing
Accurately enter customer orders into SAP, ensuring timely and error‑free processing.
Verify and apply special pricing for orders with price exceptions.
Complete price and cost adjustments as needed to maintain order accuracy.
Customer Communication & Support
Serve as a primary point of contact for tactical customer communications.
Provide tracking updates, ETAs, and product allocation details to customers.
Collaborate with Customer Support to facilitate RMAs and resolve related issues.
Deliver a “wow” experience through responsive, solution‑oriented service.
Issue Resolution & Escalation
Identify and proactively address potential obstacles in order flow.
Escalate orders when necessary to meet customer expectations and deadlines.
Work cross‑functionally with merchandising and other teams to resolve order‑related issues.
Systems & Tools Proficiency
Demonstrate solid understanding of ScanSource’s order management processes.
Utilize SAP and Salesforce.com to manage quotes, orders, and customer interactions.
Maintain basic knowledge of various technology groups relevant to customer needs.
Customer Experience Enhancement
Provide visibility and transparency to customers throughout the order lifecycle.
Ensure all communications and actions contribute to an unrivaled customer experience.
Support Account Managers in delivering consistent and high‑quality service.
Reporting Relationships
Direct supervision from Sales Director.
Credentials
4‑year college degree or equivalent work experience.
Strong organizational skills and attention to detail.
Track record of achievement and results orientation.
Excellent verbal and written communication abilities.
Ability to prioritize tasks and manage multiple responsibilities in a fast‑paced environment.
Collaborative mindset with a customer‑first attitude.
Preferred
Proficiency in SAP and Salesforce.com.
Prior experience in order management, customer service, or sales support.
Physical Requirements
Ability to sit at a computer terminal for long periods of time.
Ability to be physically present at workstation at designated company office location during normal business hours.
Ability to lift 25 pounds.
Ability to travel 20%.
Ability to operate office equipment.
Compensation Base: $48,000; total compensation: $53,000. Actual annual salary offered will be based on work experience, education, and skills/achievements, and will be mutually agreed upon at the time of offer. For non‑sales roles and sales roles with a variable component, total compensation reflects both a base salary and variable targets.
Benefits include medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, 128 hours of paid time off (PTO) per calendar year (prorated for date of hire), and 10 paid company holidays.
Equal Opportunity Employer ScanSource, Inc. is an Equal Opportunity Employer.
EOE/M/F
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