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.
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 Salesforce.com, 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.
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