SALES SUPPORT ADMIN

Sales Support Admin Department: Sales Reports to: Director of Sales and Marketing Classification: Non-exempt (hourly) Location: Lawrence, KS - on-site, office setting

WHO WE ARE

At Grandstand, we drive success through great people and constant improvement. We partner with our customers to grow their brands with high-quality products and custom solutions. When a customer’s product is on our line, our reputation sits right beside it.

THE ROLE

As our Sales Support Admin, you’ll keep customer orders moving from the first request to final delivery. You’ll be a main point of contact for many of our customers, working with the sales team and other departments to get orders placed accurately, on time and with excellent service. This role is a good fit for someone who likes details, enjoys helping customers and wants to grow their sales and account-management skills.

WHAT YOU’LL DO

Manage orders from start to finish

• Place and manage customer orders, and track them through delivery of all products and services.
• Keep order due dates accurate by checking inventory and production timelines.
• Send customers order confirmations and updates, and follow up on changes or missing or incorrect information.

Support customers

• Be the day-to-day contact for many of our customers, answering questions about products and services.
• Resolve customer issues promptly and follow up to make sure they’re fully handled, including decisions on refunds.
• Advocate for customers internally by working with other departments to solve problems.

Support the sales team

• Provide administrative support to Account Managers, Account Specialists, Order Processors and other sales roles as needed.
• Build relationships that help us keep current customers and win new ones.
• Spot opportunities to recommend additional products and programs that fit a customer’s needs.
• Verify new leads and add them to the database.

Keep records and share what you learn

• Maintain accurate customer records in our CRM and ERP systems, including billing and shipping details, contacts, correspondence, projects, orders and notes.
• Share customer feedback on products and service with the right departments.
• Bring customer issues, questions and requests to weekly sales meetings.
• Build and maintain strong knowledge of our products and services.

WHAT YOU’LL BRING

Required

• High school diploma or GED.
• At least 1 year of experience in sales or in a customer service role that involved managing orders or accounts (see below).
• Proficiency with Microsoft Office, including Excel, Word and Outlook.
• Strong attention to detail and accuracy, with the ability to juggle multiple orders and deadlines in a fast-paced environment.
• Clear, professional written and verbal communication with customers and coworkers at every level.
• Good judgment and tact when handling customer issues, working independently or as part of a team.
• Regular, reliable and punctual attendance.

Customer service experience that counts We’re looking for experience where you owned a customer’s request from start to finish, not only point-of-sale or transactional service. Examples include:

• Business-to-business (B2B) customer service or inside sales support
• Order entry, order processing or fulfillment coordination
• Account coordination or account management support
• Customer service for custom, made-to-order or promotional products
• Call center or help desk roles that involved tracking orders, handling returns or refunds, or resolving account issues
• Retail or hospitality roles that involved special orders, wholesale accounts or resolving escalated customer issues

Preferred

• Bachelor’s degree in business, sales, marketing or a related field.
• Experience with CRM and/or ERP software.
• Familiarity with the craft beverage industry.
• Experience working on a Mac and with PowerPoint.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Regularly:

• Sit for extended periods.
• Read computer screens, mail and small print, and distinguish colors.
• Talk and listen on the phone.

Frequently:

• Stand, walk, climb stairs, kneel and bend.
• Use hands and fingers to handle materials, and reach to open drawers and file or retrieve information.
• Lift or move materials up to 10 pounds.

Work environment: A professional, deadline-driven office with a moderate noise level and regular interaction with coworkers and customers.

ADDITIONAL DUTIES

This description is not a complete list of responsibilities. Duties may change or be added at any time, and employees are expected to follow job-related instructions and perform other job-related tasks as assigned by their supervisor or management.