Sales Support Specialist

Company Overview and Job Description Summary:

Founded in 2005, Oceania Inc. is a diversified company with business in e-commerce, advanced materials, and renewable energy. Our mission is to bring high-quality consumer products at low cost by combining innovative marketing with data-driven technologies. Since our founding, Oceania has rapidly grown while expanding our market internationally to over ten countries in North America, Europe, and Asia.

We are seeking a Sales Support Specialist/CSR to join our dynamic team at Oceania International. This position will play a crucial role in supporting our sales team and customer service team ensuring the smooth operation of our e-commerce platform. You will also be the primary point of contact for our customers, providing assistance, resolving inquiries, and ensuring a positive experience throughout their journey with our brands. This position requires a proactive and detail-oriented individual with excellent communication skills and a passion for delivering exceptional customer service.

Main Responsibilities/Functions:

Customer Service:

• Answer calls and emails in a timely manner to maximize customer satisfaction
• Learn and get trained on all our product lines and resolve issues for the customers
• Identify and resolve customers’ needs, wants, and issues to ensure satisfaction and retention
• Investigate and report claims to shipping carriers, such as UPS, FedEx, USPS
• Coordinate pickups and returns between customers and shipping agents and monitor delayed shipments

Scheduled Consultations:

• Conduct sales consultations Monday to Friday, ensuring all scheduled consultations are promptly attended.
• Provide detailed information and guidance on our products during consultations.

CRM Leads Management:

• Handle all leads assigned through our CRM system.
• Search for leads not in the correct "status" section and update accordingly for timely contact.

Quotes and Invoices:

• Handle all customer requests for quotes and invoices promptly and accurately.
• Follow up with old and new leads consistently to facilitate the sales process.
• Leave detailed notes after every call for record-keeping and future reference.

Customer Relationship Management:

• Foster and maintain strong relationships with key clients.
• Resolve escalated customer issues and ensure a high level of customer satisfaction.

Deal Management:

• Create deals and diligently follow up to close sales efficiently.
• Source outside sales opportunities from Gmail, Zendesk, and other marketing channels.

Email Handling:

• Manage ZenDesk sales emails, ensuring all assigned emails are completed before the end of the shift.
• Handle emails passed over from other team members promptly.
• Provide feedback to enhance product offerings based on customer interactions and market trends.

Purchase Orders, Invoices, Quotes:

• Complete orders, invoices, and quotes accurately and in a timely manner.
• Ensure Shopify records are completed and updated.
• Upselling company products.

Manual Invoice Generation:

• Generate invoices manually using provided quotes, ensuring accuracy in details.
• Handle credit card payments for online orders and offline orders through Converge.

Order Tracking:

• Record all completed sales outside of scheduled consultations.
• Keep detailed records of completed orders in Excel, tracking the status of each order

Requirements

Qualifications:

Required:

• 3 years of sales and customer support experience required in a similar e-commerce industry
• Strong phone and verbal communication skills
• Adaptable to different personality types
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to professionally manage and adapt to customer support incidents
• Strong organizational and time-management skills
• Ability to multitask
• Self-motivated
• Ability to identify and resolve problems
• Adapt to constantly changing priorities

Preferred:

• Working experience in Technology, Machining, or Industrial type companies
• Working knowledge in our CRM tools Zendesk and NetSuite
• Previous experience in upselling

Benefits

Job Type: Full-time

Pay: $23.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evenings as needed
• Monday to Friday

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Anaheim, CA 92806 (Required)

Ability to Relocate:

• Anaheim, CA 92806: Relocate before starting work (Required)

Work Location: In person

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