Samson, the worldwide leader in high performance cordage, is seeking a Sales Support Representative, who will represent the company's best interests in providing for the product, service, communications and logistics needs of Samson's customers in support of day-to-day and long term organization needs and responsible for small account management. Plan, organize, follow-up, and report on the processing of customer orders, quotes, credits, and RGA's. Participate in various project efforts. Identify and resolve recurring customer problems. Responsible for practicing a high level of business ethics and professionalism and adhering to safety and quality guidelines in support of Samson strategy and core values
Who You Are:
You thrive on building and owning customer relationships and helping customers solve problems.
Excellent communicator. You exhibit strong customer service skills in verbal and written communications.
Details and accuracy are your thing. Every detail matters to you.
Learning new software and complex systems does not scare you.
You can work your way around a computer and MS Office with ease.
Able to learn and apply technical data and product information to help make decisions.
You enjoy analyzing data and customer information to determine the right products and services for the customer.
You have been told you are a good listener.
You enjoy working independently and rolling up your sleeves to help team members when needed.
Comfortable with managing processes that may be complex in nature.
Urgency and commitment to the customer is important to you.
Effectively managing your time and prioritizing is how you manage your day.
You regularly look for opportunities to improve processes and systems.
You like talking on the phone.
You can keep customer and business information confidential.
What You'll Do:
Communicate directly with customers and sales. Gather all necessary information to process customer orders, quotes, credits, RGA's and service needs. Communicate back to customer via appropriate method (i.e. email, phone, or fax) regarding status of customer proformas and quotes, any changes to previously confirmed dates, or deviations from specifications.
Process customer requests, orders, quotes, credits and RGA's in accordance with Samson procedures and in support of customer needs. Coordinate with other departments within Samson who are involved in the processing of customer requests. Ensure that these departments are aware of any time constraints or outstanding issues. These departments include but are not limited to Scheduling, Logistics, Shipping, AE, R&D, Sales, Credit, Marketing, and Operations.
Maintain Customer Service metrics. Make decisions or take actions as appropriate to improve overall customer experience. Utilize spreadsheet, word processing and other software as well as ERP system in data analysis and preparation of information and correspondence as required.
Participate in Customer Service Training Programs as needed and maintain an overall understanding of Samson Products and Services. Training as needed may also occur in the following departments Logistics, Shipping, QC, Operations, Sales and R&D. Participate in process improvement programs as needed (i.e. lean).
Direct responsibility for the coordination of customer information, pricing / discount programs, and ship-to locations in all of Samson's systems.
What You Should Have:
Education/Experience:
Required: HS Diploma or GED with 2 years relevant experience; or Associate's Degree with 1 year relevant experience.
Desired: Customer Service experience in a manufacturing environment.
Our Team Enjoys Best-in-Class Benefits:
We enjoy ample paid time away from the office with a starting PTO accrual of 15 days for vacation or sick leave, 10 paid holidays, a paid personal day, and paid volunteer time each year.
We prioritize our employees' wellbeing and offer comprehensive and affordable Health, Dental and Vision insurance for employees and family. We also offer free Mental Health benefits and an optional free Wellness Plan.
We celebrate our success as a team and offer annual profit sharing and bonus structures based on position.
We invest in our employees' futures by offering a generous 401k match up to 6% of salary. We also offer tuition reimbursement for choosing to further your education.
We ensure our employees are taken care of during unexpected events, offering paid bereavement leave, employer-paid life and disability insurance, and paid jury duty leave.
We offer a paws-itive work environment and friendly well-behaved dogs are welcome to join their humans at work in the corporate office!
All benefits are offered in accordance with our plan documents and policies.
Compensation:
Targeted hiring range: $24-27 per hour
Hiring rate will depend on qualifications and experience
Samson has established wage scales for all of our positions, which are based on a minimum and maximum. The targeted hiring rate above is set to allow for employee's growth within the role. The full range for this position is $21.50 (min) - $35.92 (max) per hour (Level I and II combined full range).
About Us:
With over 140 years in the rope industry, we are focused on meeting the needs of demanding customer applications. At Samson, we're not just about developing innovative synthetic rope solutions. We also pride ourselves on providing the industry's best service. From pre-sale to installation to post delivery follow-up, we want to ensure that we maximize customer experiences to the fullest potential through continually inventing, refining, and optimizing our products.
This is an outstanding opportunity to join a team of pioneers keenly focused on making products that not only meet but exceed expectations. That ambition is reflected in our culture of ingenuity and attention to detail. But at the end of the day, it's our people, not just our products, that make Samson a dynamic company to work for.
Samson Rope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
