Sales Support Coordinator

Baltimore, MD
Apr 20, 2017
Apr 21, 2017
Full Time
The Sales Support Coordinator will provide day-to-day support for our Educational Sales groups and assist with some queries/tasks related to customer/faculty support. The ideal candidate will have experience with using a Customer Relationship Management system (CRM), supporting a sales team, and general customer support. ESSENTIAL DUTIES AND RESPONSIBILITIES Customer and Faculty Support: * Answer customer inquiries and help solve problems for the customer calling-in for support. * Address customer issues from customer service and escalate to sales rep if necessary. * Fulfill requests from faculty for free books to review. * Provide access for faculty for our ancillary products online system (thepoint) * Use investigative abilities to verify/validate if contact is faculty personnel or not. * Provide appropriate information to faculty on a timely basis. * Be the first point of contact for customers when sales reps are on vacation/leave. Sales Team Support: * Provide sales team "on-boarding" and "off-boarding" services. * Forward sales reports via email or post to our internal system * Develop and maintain standard e-mail templates for recurring information to sales reps. * Communicate and coordinate with other groups to resolve issues that arise for sales reps. * Escalate calls when there are sales issues that need to be addressed by a sales rep. * Distribute marketing materials to sales reps. * Distribute mail to sales reps. * Create and maintain distribution lists. * Complete tasks assigned by the manager of sales operations for sales groups as needed Information Support: * Will be the main point-of-contact for sales reps' questions. * Develop and maintain a log of frequently asked questions (faqs). * Build and maintain a database of e-mail responses for typical questions asked. * Understand the organizational structure and be able to direct sales reps to the right person. * Understand company policies and procedures in all areas. Data Entry & Maintenance: * Review and resolve data for discrepancies in account information within or between two systems such as account names, addresses, abbreviations, relationships, etc. * Populate fields in the CRM and/or the order fulfillment system. * Build ability to quickly key data accurately into systems. * Use internal systems and the internet to find matching information on companies. Qualifications: Education: * Associates/2yr Degree in Business, Marketing or related discipline; OR, if no degree, 5+ years of sales support or customer service experience. Required Experience, Knowledge and Tools: 3 years of sales support or customer service experience, including: * Demonstrated experience and proven track record of effective sales support and customer service. * Previous experience handling multiple activities simultaneously and working effectively in a fast-paced, deadline-driven environment with rapidly changing priorities. * Proficient user of Microsoft Word, Excel, and Outlook. Preferred Experience: 5 years of sales support of customer service experience, including: * Working in a multi-division organization assisting with a variety of internal/external customers using multiple products. * Process documentation for reference manuals. * Experience with Sales Logix,, or similar CRM system. * Proficient user of Microsoft PowerPoint. Preferred Knowledge, Skills, Tools and Abilities: * Understanding of business operations and processes. * Excellent communication skills, both verbal and written. * Excellent time management skills. * Keen attention to detail. * Strong work ethic. * Completes tasks thoroughly and with a quality focus. * Takes initiative to drive tasks forward. Travel: 5%,minimal travel About Wolters Kluwer Wolters Kluwer NV (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2016 annual revenues of ?4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. For more information about our solutions and organization, visit, follow us on Twitter, Facebook, LinkedIn, and YouTube. EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. INFORMATION For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email TTY is also available at (888) 495-4771. Posted by StartWire

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