Sales Support Specialist

The Role: 

Responsible for the full-process order follow-up, customer connection and sales support in the wholesale and international business. Coordinate order review, shipment tracking, account reconciliation, payment collection and after sales coordination. Connect internal and external departments to ensure the smooth delivery of orders, maintain customer relationships, and assist in the efficient implementation of sales business.

• Receive and review orders from wholesale, international customers, verify product models, quantities, prices, delivery dates, receiving information, etc., and enter orders into the system after confirming their accuracy. 

• Follow up the entire process of order preparation, shipment and logistics, track the status of goods transportation in real time, and timely update the order progress to customers. 

• Communicate with customers, resolves product or delivery issues by assessing the customer’s complaint, about orders, inventory, logistics, and handle abnormal issues such as wrong delivery, missing delivery, stock shortage, return and exchange of orders. And determining the most effective solution maintain customer account information. 

• Assist the sales operations team in quotation, document filling and other work, establish and improve order and customer ledgers, and data retention and management. 

• Responsible for reconciling with accounts team issuing invoices, following up payment collection, tracking accounts receivable collection, 

• Collect sales and order data, prepare various sales reports, and provide data support for the account manager and sales ops team. 

• Coordinate with account manager, sales ops, logistics, buyer, finance and other departments to ensure the smooth progress of order shipment, settlement and other links, and improve customer satisfaction.  

• Assist account manager in communicating with PDQ, display factories, provide customer requirements to factories, and support development and production and delivery schedule. 

• Assist with other work assigned by superiors 

• 8 years experience in a customer service/sales support role 

• Familiarity with order maintenance (ERP, CRM, etc) 

• Strong verbal and written communication 

• Possess problem solving, attention to detail, and analytical skills 

• Must be a self-starter that shows ownership and commitment to the job 

• Demonstrated ability to maintain confidentiality of information, exercise good judgment and discretion in handling and disseminating information 

• Roll up the sleeves, action-oriented mindset to have an impact in a fast-paced, rapidly-changing growth environment 

• Sense of humor, personal integrity, and appreciation for the power of teamwork 

• Great communication and coordination skills, execution ability and pressure resistance