Specialist, Customer & Sales Support

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: www.trimarkusa.com

Why you’ll love it here!

• Benefits include Medical, Dental, Vision, Tuition Reimbursement, Pet, and Legal Insurance
• 401k
  + Community Service Day
• Spotlight Awards
• National Sales Excellence Awards
• CFSP Prep Certification Program

 

POSITION SUMMARY

• The Customer & Sales Support Specialist reports to the Manager, Customer &Sales Support
• Located in Cleveland, OH
• Full-Time
• Hybrid

 

Join our dynamic Sales Support Department as a Customer & Sales Support Specialist. In this role, you'll assist the Business Development (outside sales) team by performing clerical tasks with precision in a fast-paced environment. Your responsibilities include data entry, basic bookkeeping, creating quotes and orders, collaborating with vendors and internal departments, and providing top-notch customer service. Your focus will contribute to profitable revenue growth and effective customer relationship management.

 

Position Summary/Objective 

The Customer and Sales Support Team member will provide customer service and sales support to sales representatives and other personnel involved in sales.  

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, online chat or email, ensuring a high level of customer satisfaction  
• Support external sales representatives, including maintaining customer base, setting up order guides and pricing, order entry, quoting, monitoring back orders and sample requests. 
• Focus on improving lines per order and increasing profit margin 
• 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 request including, product information, tracking information, and proof of delivery 
• Assist in managing plan for weekly/monthly outbound calls to assigned customers/sales reps to build relationships and orders 
• Achieve and maintain 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 
• Support and communicate with all internal departments – Sales, Finance, Warehouse, purchasing – to ensure customers’ requirements are met or exceeded 
• Determine customer requirements and expectations in order to recommend specific product solutions via research 
• Provide back-up while sales representatives are on vacation 
• Minimal travel may be required from time to time 

 

Competencies, Skills and Abilities 

• Superior customer service attitude with unwavering commitment to the customer, team, and Company 
• Clear, concise, and genuine phone presence 
• Advanced math skills 
• Ability to prioritize and multi-task in a fast-paced and demanding environment 
• Sales minded with winning attitude and proven success in developing long term relationships with current account base and new business opportunities 
• Strong organizational skills 
• Highly motivated and self-directed 
• Results oriented team player with a committed effort to meet goal numbers 
• High attention to detail 
• Strong working knowledge of MS Word, Excel, and Outlook and MS Operating system 
• Strong professional work ethic 
• Maintains a positive/calm attitude when handling problems or the unexpected  
• Demonstrate resourcefulness  

Preferred 

• Working knowledge of Oracle Systems, CRM platforms 
• Working knowledge of Auto-Quotes system 

Education & Experience 

Essential Education: 

• High school diploma 

Preferred Education: 

• Bachelor’s degree 
• CFSP Certification 

Essential Experience: 

• 2+ years customer service experience 

Preferred Experience: 

• Previous foodservice industry experience 
• 2+ years sales support environment 

Compensation includes the posted base salary range and does not reflect potential commission, incentive, bonus, or other additional compensation opportunities, where applicable. Total compensation is determined based on experience, skills, internal equity, geographic location, and other job-related compensatory factors.

In addition to base salary, this role will be eligible for participation in TriMark’s’ benefits programs, including medical, dental, vision, 401K (with employer match), etc.  Leadership positions may also qualify for participation in bonus programs commensurate with role and scope of responsibility. 

TriMark USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].

Scam Alert: TriMark will never ask an applicant for their social security number or to make a payment related to a job application or job offer, or to pay for workplace equipment. Further, all communications with TriMark recruiters will come from an e-mail address ending in TriMarkUSA.com. If you have any concerns about the legitimacy of a job posting or recruiting contact, please contact [email protected].