Sales Support Agent

Location

Vancouver, Canada

Term

Full Time

Date Posted

April 12, 2021

SAXX Underwear Co. is looking for a Sales Support Agent to join the team based at our Vancouver office location.

This is your opportunity to be part of a globally growing brand in a dynamic work environment.

The HR & GENERALIST is…

Responsible for delivering best-in-industry Sales Support to Saxx customers and account managers. This includes responding to enquiries and needs with appropriate attitude and knowledge; developing expertise in order management software; contacting smaller accounts to drive revenue; delivering services to a portfolio of strategic accounts; liaising with accounting and operations to constantly improve processes. The Sales Support Agent will provide support to the Account Managers, the Sales Support & Operations Managers in addition to the Sales Directors.

Responsibilities Include:
  • Working with appropriate departments for new account set up
  • Establishing productive, professional relationships with account managers & key personnel in assigned accounts where appropriate
  • Assisting with the entering of orders, refunds, cancellations and warranties
  • Checking accuracy of orders against purchase orders to ensure vendor pricing and terms requirements are met including rep commission
  • Communicating discrepancies with buyers and account managers to modify orders
  • Ensuring pending orders are up to date and supply constraints communicated early to customers and Account Managers
  • Ensuring the timely allocation and release of orders to the warehouse with clear instructions where relevant
  • Providing prompt responses to telephone calls and emails
  • Coordinating with customers, account managers, accounting and warehouses to resolve delivery exceptions and payment queries
  • Achieving assigned account performance objectives as defined by Sales Support Manager
  • Assisting Accounts Receivable with all relevant return (RA) audits upon request
  • Developing expertise in EDI, Webforms, Magento and other order platforms on direction
  • Proactively assessing, clarifying and validating that customer needs are being met on an ongoing basis
  • Maintaining records on the number of customer queries received and the nature of the query
  • Appropriately escalating issues to Sales Support Manager or redirecting to appropriate resource
  • Securing & filing signed copies of assigned annual Vendor agreements from the Sales Directors
  • Ensuring all departments & warehouses are furnished with relevant extracts from Vendor Agreements, including updates
  • Investigating & addressing credit claims/chargebacks, from customer request to final resolution
  • Staying current with system information, payment methods, changes and updates
  • Updating account managers and customers on sales programs
  • Ensuring Dealer locator reflects new accounts, removal of closed accounts, account scrubbing
  • Managing flow of samples to account managers
  • Liaising with Inventory control for stock enquiries
  • Answering incoming calls, emails and faxes with appropriate sales attitude and product knowledge
  • Answering product and stock inquiries
  • Communicating courteously with customers by telephone, email, letter and face to face
  • Escalating decisions to the Sales Support Manager, Brand Ops Manager or Sales Directors as appropriate
  • Keeping accurate records of discussions or correspondence with customers
  • Taking ownership of customers issues and follow problems through to resolution
  • Providing customer care to other territories when required during periods of staff vacation
  • Conducting additional projects as assigned by Sales Support Manager
Required Qualifications:
  • Excellent sales support skills, with ability to multi-task and think commercially in a dynamic fast paced environment
  • Communication: ability to effectively communicate thoughts in a well-organized manner
  • Efficiency: able to produce significant output with minimal wasted effort, strong time management skills
  • Teamwork: strong coaching, communication and coordination skills
  • Attention to Detail: does not let important details slip through the cracks, excellent analytical and problem solving skills
  • Forward Planning: ability to manage tasks over a 12-month period
  • High Accuracy Level: ability to deliver accurate data on a timely basis, ability to work efficiently with little supervision
  • Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals
  • Entrepreneurial: aptitude to think laterally when problem solving, looks for opportunities
  • Adaptable: adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change, often in ambiguity. Seeks out opportunities for development.
  • Honest/Integrity: does not cut corners ethically. Earns trust and maintains confidences. Does what is right. Speaks plainly and truthfully.
  • High Standards: exceeds expectations and goes the extra mile for both internal and external customers and partners. Expects personal and team performance to be the best.
  • Be grounded: able to work in an environment where humor plays an important role in regulating the tone of our workday.
  • Ability to handle difficult or irate customers effectively
  • Ability to set expectations and deliver information in a positive and articulate way
  • Answering incoming calls, emails and faxes with appropriate sales attitude and product knowledge
  • Answering product and stock inquiries
  • Communicating courteously with customers by telephone, email, letter and face to face
  • Escalating decisions to the Sales Support Manager, Brand Ops Manager or Sales Directors as appropriate
  • Keeping accurate records of discussions or correspondence with customers
  • Taking ownership of customers issues and follow problems through to resolution
  • Providing customer care to other territories when required during periods of staff vacation
  • Conducting additional projects as assigned by Sales Support Manager
Why we think you'll love working with us
  • We offer competitive salaries, a comprehensive benefits package including health, dental, and vision coverage, and an Employee and Family Assistance Program to support your wellbeing
  • Get additional health care support through a virtual health care platform and a health spending account
  • Have your birthday off to celebrate in style
  • Be part of a team of incredibly talented, passionate, and driven people focused on building and innovating
  • Make an impact with your work—each person has an equal opportunity to contribute to our goals
  • Join one of the fastest-growing companies in Vancouver and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!
  • Stay fueled with our in-house chef, healthy snacks, coffee, and tea
  • Hang out with the cute and cuddly dogs at our headquarters
  • Stay fit with our in-office gym
  • During the COVID 19 pandemic, we learned the majority of our roles are remote-friendly. Although there may be times where it is required or more effective to be in office for certain meetings or tasks. As the pandemic evolves, we will continue to adjust our working arrangements as necessary.
To Apply…

Please forward your resume and quote Sales Support Agent in the subject line. No phone calls please. We appreciate your interest in the role, however; only successful applicants will be contacted for an interview. Thank you for your interest in a career with SAXX.

Apply