CUSTOMER SERVICE & SALES SUPPORT SPECIALIST

Position Summary

Intellihot seeks a smart, critical-thinking, and experienced professional to join our team. This role serves as the primary resolution specialist and operational backbone for customer and representative inquiries, ensuring seamless end-to-end management of parts and unit orders. You will be expected to analyze and troubleshoot complex issues and proactively contribute to process improvement. Top performance in this role is the ideal launching pad for advancement into analytical and leadership positions like the Sales Coordination & SIOP Manager.

Role & Responsibilities

• Order Management & Accuracy: Execute end-to-end order processing, including receiving and validating purchase orders (POs) for accuracy and completeness, entering them into the ERP system, and issuing acknowledgements with current lead times.
• Customer & Sales Support: Serve as the primary point of contact for all sales inquiries and customer-related issues via phone, email, and chat. Make outbound follow-up calls to existing customers and facilitate sales by fielding incoming calls.
• Complex Issue Resolution: Apply exceptional analytical and problem-solving skills to investigate and troubleshoot customer service issues, providing pricing information, assisting with product/parts questions, and coordinating with Tech Support on warranty customers.
•  Logistics & Returns: Process requests for RMAs (Return Material Authorizations), coordinate returns, and communicate PO, shipping status, and tracking information to representatives and customers.
• Perform other duties as assigned.

Job Requirements

• To succeed in this role, you must be a proven self-starter, critical thinker and a natural problem solver.
• Experience: Bachelor's degree or 4 years of related professional experience in a technical or B2B Customer Service, Sales, and/or Retention role.
• Technical Proficiency: High proficiency and working knowledge of an ERP system and familiarity with SFDC (Salesforce CRM).
• Communication & Conflict Resolution: Exceptional written and verbal communication skills, strong interpersonal skills, and proven conflict resolution skills required.
• Mindset: Demonstrated history of using analytical skills to resolve complex issues or execute process improvements. Ability to work independently with a high level of integrity, responsibility, and ethics. Knowledge of construction industry terminology and project processes is a plus.

Salary Range: $65,000-75,000 per year

Benefits: Medical, dental, vision insurance, 401K with company match, life insurance, short term disability, long term disability, paid time off, paid holidays, and bonus potential