Customer & Sales Support Specialist

TriMark USA is the country’s largest provider of design services, equipment, and supplies to the foodservice industry. We proudly serve our customers by providing design services, commercial equipment, and foodservice supplies across a wide range of industries and business sectors. Headquartered in Massachusetts, with a history dating back to 1896, we have locations across the country that offer foodservice operators an unparalleled level of service by combining our unique design capabilities and our expert market knowledge with the purchasing strength, delivery, installation, and after-sales service capabilities of a national company. Our employees are focused on creating customized solutions for our clients to ensure they achieve their culinary goals while upholding our I.C.A.R.E. values: Integrity, Customer Service, Accountability, Respect, and Excellence. For more information, please visit:

• Benefits include Medical, Dental, Vision, Tuition Reimbursement, Pet, and Legal Insurance
• 401k
• Community Service Day
• Spotlight Awards
• National Sales Excellence Awards
• CFSP Prep Certification Program

• The Customer & Sales Support Specialist reports to the Supervisor, Customer & Sales Support Specialists
• Located in Cleveland, OH
• Full-Time
• Hybrid

Join our dynamic Sales Support Department as a Customer & Sales Support Specialist. In this role, you'll assist the Sales team by performing clerical tasks with precision in a fast-paced environment. Your responsibilities include data entry, creating quotes and orders, collaborating with customers, vendors and internal departments, and providing top-notch customer service. Your focus will contribute to profitable revenue growth and effective customer relationship management.

• Will be a key inside contact for customers with timely and accurate processing of incoming orders and quotation requests via phone, fax, online chat or email, ensuring a high level of customer satisfaction
• Support external sales representatives, including maintaining customer base, setting up order guides and pricing, order entry, quoting, monitoring back orders and sample requests.
• Focus on improving lines per order and increasing profit margin
• Establish and maintain strong positive customer relationships
  • Provide courteous and efficient servicing of customer requests
  • Learn key contacts
  • Ask for the order
  • Follow up on purchases and address any customer service issues
• Respond to customer literature request including, product information, tracking information, and proof of delivery
• Assist in managing plan for weekly/monthly outbound calls to assigned customers/sales reps to build relationships and orders
• Achieve and maintain high level of product knowledge through product training, reading written materials, and utilizing resources/tools available for support
• Resolve all customer issues/opportunities such as pricing, tracking shipments and/or processing credits
• Support and communicate with all internal departments – Sales, Finance, Warehouse, purchasing – to ensure customers’ requirements are met or exceeded
• Determine customer requirements and expectations in order to recommend specific product solutions via research
• Provide back-up while sales representatives are on vacation
• Foster positive relations and communications, and conduct oneself in a professional manner with customers, vendors, co-workers, and management.
• Minimal travel may be required from time to time
• Other duties as assigned
  

• Ability to provide excellent customer service.
• Clear, concise, and genuine phone presence
• Excellent written and verbal communication skills.
• Excellent interpersonal skills
• Strong problem-solving skills and ability to present creative solutions.
• Solid understanding of basic math/accounting principles.
• Ability to prioritize and multi-task in a fast-paced and demanding environment
• Sales minded with winning attitude and proven success in developing long term relationships with current account base and new business opportunities
• Strong attention to detail and high accuracy level.
• Proficient in Microsoft Office applications.
• Results oriented team player with a committed effort to meet goal numbers
• Maintains a positive/calm attitude when handling problems or the unexpected
• Demonstrate resourcefulness

• High School Diploma or GED and, or equivalent military or practical experience.
• 1 – 2 years of customer service experience.
• 1 – 2 years in a sales support environment, preferred.
• Experience in hospitality or food service with knowledge of supplies.
• Prior work experience in sales, call center, or telephone support.
• Experience in a distribution environment is a plus.
• Ability to successfully pass a background check post offer acceptance.

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