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Wolters Kluwer Senior Sales Support Associate in Boston, Massachusetts

The Sales Support Coordinator will provide day-to-day support for our Educational Sales groups and assist with some queries/tasks related to customer/faculty support. The ideal candidate will have experience with using a Customer Relationship Management system (CRM), supporting a sales team, and general customer support.

Customer and Faculty Support:

  • Answer customer inquiries and help solve problems for the customer calling in for support.

  • Address customer issues from Customer Service and escalate to Sales Rep if necessary.

  • Fulfill requests from faculty for product trials.

  • Provide access for faculty to our products through our online system (ThePoint).

  • Use investigative abilities to verify/validate if contact is faculty personnel or not.

  • Provide appropriate information to faculty on a timely basis.

  • Be the first point of contact for customers when Sales Reps are on vacation/leave.

Sales Team Support:

  • Provide Sales team “On-boarding” and “Off-boarding” services.

  • Forward Sales reports via email or post to our internal system.

  • Develop and maintain standard e-mail templates for recurring information to Sales Reps.

  • Communicate and coordinate with other groups to resolve issues that arise for Sales Reps.

  • Escalate call when there are Sales issues that need to be addressed by a Sales Rep.

  • Distribute Marketing Materials to Sales Reps.

  • Complete tasks assigned by the manager of Sales operations as needed.

Information Support:

  • Be the main point of contact for Sales Reps questions.

  • Develop and maintain a log of frequently asked questions (FAQs).

  • Build and maintain a database of e-mail responses for typical questions asked.

  • Understand the organizational structure and be able to direct Sales Reps to the right person.

  • Understand company policies and procedures.

Data Entry & Maintenance:

  • Review and resolve data for discrepancies in account information within or between two systems such as account name, address, abbreviations, relationships, etc.

  • Populate fields in the CRM and/or the order fulfillment system.

  • Build ability to quickly key data accurately into systems.

  • Use internal systems and the internet to find matching information on companies.

Education: Associates Degree in Business, Marketing or related discipline; OR, if no degree, 5+ years of sales support or customer service experience.

Experience, Knowledge, Skills:

Minimum experience: 3 years of sales support or customer service experience; including

  • Demonstrating proven track record of effective sales support and customer service.

  • Ability to handle multiple activities simultaneously and work effectively in a fast-paced, deadline-driven environment with rapidly changing priorities.

  • Understanding of business operations and processes.

  • Excellent communication skills, both verbal and written.

  • Excellent time management skills.

  • Keen attention to detail.

  • Strong work ethic.

  • Completes tasks thoroughly and with a quality focus.

  • Takes initiative to drive tasks forward.

  • Proficient user of Microsoft Word, Excel, and Outlook.

  • Experience with, or similar CRM system.

Preferred Experience (includes minimum) : 5 years of sales support or customer service experience, including:

  • Working in a multi-division organization assisting with a variety of internal/external customers using multiple products.

  • Process documentation for reference manuals.

  • Proficient user of MicroSoft PowerPoint.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.