Customer & Sales Support Specialist Cleveland, OH, USA * TriMark USA - Willow Office, 4567 Willow Pkwy, Cleveland, Ohio, United States of America Req #1710 Thursday, April 4, 2024 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: Why you'll love it here! + Benefits include Medical, Dental, Vision, Tuition Reimbursement, Pet, and Legal Insurance. POSITION SUMMARY: The Customer and Sales Support Specialist reports to the Customer and Sales Support Supervisor. Located in Cleveland, OH. Full-Time Hybrid The Customer and Sales Support Team member will provide customer service and sales support to sales representatives and other personnel involved in sales. ESSENTIAL FUNCTIONS & RESPONSIBILITIES: Will be a key inside contact for customers with timely and accurate processing of incoming orders and quotation requests via phone, fax, or email, ensuring a high level of customer satisfaction. Support internal sales representatives, including maintaining customer base, setting up order guides and pricing, order entry, quoting, monitoring back order and lost business reports, and sample requests. Focus on improving lines per order and increasing profit margin. Provide support to other internal departments as necessary. 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 requests including product information, tracking information, and proof of delivery. Manage plan for weekly/monthly outbound calls to assigned customers/sales reps to build relationships and orders. Achieve and maintain a 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. 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. COMPETENCIES: Superior customer service attitude with unwavering commitment to the customer, team, and Company. Clear, concise, and genuine phone presence. Excellent communication skills, both verbal and written. Excellent interpersonal skills. Outstanding problem-solving skills. Advanced math skills. Ability to prioritize and multi-task in a fast-paced and demanding environment. Sales minded with a winning attitude and proven success in developing lon