Lubbock, Texas

We are seeking a motivated and customer-focused Sales Support Representative to focus on the recovery of lapsed wholesale accounts and provide exceptional customer service across all of our brands (children's clothing, screen-printed tees, personalized merchandise, and homewares). The ideal candidate will be a proactive and resourceful individual with excellent communication and problem-solving skills. This role requires a blend of sales acumen, customer service expertise, and a passion for building relationships. The successful candidate will play a key role in revitalizing dormant accounts, resolving customer inquiries, and ensuring a positive customer experience that drives sales growth and brand loyalty.

Duties/Responsibilities:

Lapsed Account Recovery:

• Proactively contact and engage with lapsed wholesale accounts to understand the reasons for inactivity and identify opportunities to re-establish business relationships.
• Develop and implement strategies to reactivate dormant accounts, including offering special promotions, introducing new products, and addressing past concerns.
• Maintain a detailed record of all interactions with lapsed accounts, tracking progress and outcomes.
• Analyze reasons for account lapses to identify trends and recommend process improvements.

Customer Service:

• Serve as the primary point of contact for inbound customer inquiries via phone, email, and online chat.
• Provide prompt, accurate, and helpful responses to customer questions, concerns, and requests.
• Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems to the appropriate team members as needed.
• Process orders, returns, and exchanges accurately and in a timely manner.
• Maintain a thorough understanding of all of our brands, products, and services.

Sales Support:

• Assist sales representatives with administrative tasks, such as preparing sales proposals, order entry, and tracking shipments.
• Provide support to sales team with marketing initiatives and programs
• Generate reports on customer service metrics and lapsed account recovery efforts.
• Identify opportunities to upsell and cross-sell products to existing customers.

Relationship Building:

• Build strong relationships with wholesale accounts by providing exceptional customer service and proactive communication.
• Act as a liaison between customers and internal departments to ensure seamless communication and collaboration.
• Gather customer feedback and share insights with sales and marketing teams to improve products and services.

Data Maintenance:

• Maintain accurate customer data in the CRM system.
• Ensure all communication is logged and documented appropriately.

Job Requirements:

• Customer Service Expertise: Proven ability to provide exceptional customer service in a fast-paced environment.
• Sales Acumen: Basic understanding of sales principles and the ability to identify and pursue sales opportunities.
• Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with customers and internal team members.
• Problem-Solving Skills: Ability to analyze customer issues, identify root causes, and develop effective solutions.
• Interpersonal Skills: Strong interpersonal skills with the ability to build rapport and maintain positive relationships with customers.
• Organizational Skills: Ability to manage multiple tasks and priorities effectively.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM software.
• Product Knowledge: Ability to quickly learn and retain product knowledge across multiple brands.