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Job Description
For our EMEA Order Management Team we are looking for a dedicated Sales Support Specialist.
The Sales Support Specialist is responsible for the operational excellence and correct administration of the Pro business. This role will support internally the organization of Pro Sales Managers, Sales Area Managers and the Bose PRO customers for all their sales support requirements. Operational Excellence implies the Sales Support enables smooth operations for the Pro customers in a very efficient way for our Professional Operations. This person will have direct supervision but should be able to work independently.
The Sales Support contributes to this purpose by processing and manages open orders for products from direct resellers and enquiries for Bose Professional in a smooth, customer friendly, professional and efficient manner. Avoiding interruptions for the customers, the project and internal processes like credit collection and logistics. Maintain Customer Master Data for Pro customers. Directly supports Bose Pro Sales Managers and Territory Sales Representatives. Provides customers with electronic ordering support through our reseller portals and EDI systems. Coordinates and interfaces with partner teams such as product and technical support and planning/supply. Manages credit and collections processes as well as contract retention and new account creation. Provide backup for colleagues in other countries and/or regions to become a global operating Team
Responsibilities
Account Creation and Maintenance:
- Validate new dealer applications
- Create and maintain SAP customer master and partner accounts
- Create SAP CRM contracts and reseller portal logins
- Update terms of payment for accounts with open lines of credit
Sales Orders:
- Review purchase orders and all accompanying instructions
- Create SAP sales order transactions
- Review aging reports to ID any past due, or over-exposed credit lines, and work to resolve directly with dealers.
- Review and resolve open orders multiple times per day
- Perform warehouse inventory availability reviews
- Take necessary steps to resolve any open order beyond acceptable thresholds.
- Ensure that invoices are automatically being generated
- Resolve SAP output issues if invoices fail to generate
Accounts Receivable:
- Identify credit issues by proactively reviewing aging report
- Perform dealer contact and collections activities
- Perform account clearing activities
- Identify account credits and notify dealers
- Periodically review the historical payment behavior of accounts and advise if open credit terms need to be reviewed with manager
General Requirements
- 2+ years of customer service or order management experience required
- Excellent multi-tasking and organizational skills to manage outstanding issues until resolution
- Excellent oral and written customer facing communication skills
- Knowledge of CRM and ERP systems such as Microsoft Dynamics and SAP preferred
- Accounts Receivable experience
- Functions effectively in team-oriented environment.
- Communicates effectively, takes action, makes decisions, is responsive, and operates at all times in a highly professional manner.
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Able to work on assignments and process improvement projects that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.
- English language both oral and written required
- This role initially will be on contract for 1 year and further evaluation & confirmed role will be based on employee performance.
