Coordinator Sales Support

JOB SUMMARY:

This sales support position provides advanced customer and Territory Manager (TM) support, focusing on complex issue resolution, order management, and interdepartmental communication.

DUTIES:

Answer incoming calls and emails from TMs, providing information such as ETAs, customer history, order tracking, delivery details, and proof of delivery.
Provide customers with order history and pricing information.
Process orders (new, cancellations, additions), invoices, credits/returns, and respond to customer inquiries.
Enter and update vendor drop ship orders, including relevant specifications.
Manage backorders, checking ETAs, availability at other distribution centers, and potential substitutions.
Research and obtain ETAs, proof of delivery, shipment tracking, and information on returns.
Prepare and send customer order acknowledgements.
Communicate standard procedures, order status, and problem resolutions to TMs and customers, ensuring customer satisfaction.
Review and resolve complex customer order issues (delivery problems, discrepancies, backorders), processing adjustments and return authorizations after approval.
Manage exceptions to standard shipping policies with management approval.
Participate in Sysco Interactive University (SIU), vendor, and company training programs.
Communicate with internal departments (Accounting for release on hold orders; Purchasing for tracking, ETAs on drop shipments, and discontinued item replacements).

SKILLS:

Excellent verbal and written communication, interpersonal, and professional interaction skills.
Ability to present information and respond to questions effectively.
Ability to work proactively and constructively with internal staff.
Strong customer service skills with prompt response and follow-up.
Strong planning and organizational skills with the ability to manage multiple priorities and deadlines.
Strong problem-solving skills with effective information gathering and analysis.
Sound judgment and timely decision-making abilities.
Professional demeanor and ability to work under pressure.
Detail-oriented with a focus on accuracy.
Proficient in MS Windows and Office (Word, Excel, PowerPoint, Access, and Outlook) and experience with customer databases and internet navigation.

CERTIFCATIONS:

Valid driver's license with a clean driving record (no multiple DUIs in the last 2 years).
Current automobile insurance with required liability limits.

EDUCATION:

Associate’s degree in related discipline or an additional 2 years of relevant experience in lieu of degree

EXPERIENCE:

2+ years of experience

PHYSICAL DEMANDS:

Primarily office work; regularly required to sit, stand, walk, use hands and fingers, talk, and hear.
May occasionally lift up to 20 pounds.
Moderate noise level.

TRAVEL:

0-25%