Sales Support Agent


Vancouver, Canada


Full Time

Date Posted

Feb 22, 2019

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 Sales Support Agent role...

The Sales Support Agent 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; developing relationships with retail partners to support revenue growth; 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.

  • Working with appropriate departments for new account set up
  • Establishing productive, professional relationships with account managers & retailers 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 established targets as defined by the Sales Support Manager
  • Assisting Accounts Receivable with all relevant return (RA) audits upon request
  • Developing expertise in EDI, SPS, Shopify 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
  • Investigating & addressing credit claims/chargebacks, from retail partners 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 Operations Director 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
  • Minimum 2 years’ customer service experience preferably in a wholesale environment.
  • Excellent customer service and communication skills both written and verbal
  • Efficiency: able to produce significant output with minimal wasted effort, strong time management skills
  • 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.
  • Attention to Detail: does not let important details slip through the cracks, excellent analytical and problem solving skills
  • Intermediate Excel skills
  • Experience with EDI considered significant asset
  • Conversational French would be an asset
  • 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
  • Curious and takes ownership of role
  • 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.
  • Be grounded: able to work in an environment where humor plays an important role in regulating the tone of our workday.
  • Ability to stay calm in a challenging situations and under pressure
  • Ability to set expectations and deliver information in a positive and articulate way