Customer & Sales Support Specialist Cleveland, OH, USA * TriMark USA - Willow Office, 4567 Willow Pkwy, Cleveland, Ohio, United States of America Req #1710 Monday, April 29, 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 As a Customer and Sales Support Team member, your primary responsibility is to ensure that our customers receive exceptional service and support throughout their entire buying journey. You will work closely with our sales representatives to provide timely and accurate order processing, maintain up-to-date order guides, monitor open orders, and provide extensive product knowledge across our full range of offerings - from disposables to equipment. Furthermore, you will be responsible for building and maintaining strong relationships with our customers, ensuring their needs are met and exceeded at all times. This includes responding to inquiries and resolving any issues that may arise to ensure their satisfaction. As a key member of our team, you will play a critical role in driving growth across all four markets we serve. You will work closely with other departments within the company to ensure that our processes are streamlined, efficient, and effective, allowing us to deliver the highest level of service to our customers and ensure their continued loyalty. 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