Sales Support Supervisor

Access One is a successful, privately held, Chicago based telecom company. We are aggressively growing every aspect of our business and  are seeking top talent to help us continue in our successful track record.

 

We currently have an opening for an Sales Support Supervisor in our Chicago office. This position is responsible for internal and external sales support and all aspects of sales order entry. Train team on systems and procedures used to process customer requests and orders, as well as pricing changes, paperwork updates and promotions. Support our customers by providing sales order acknowledgement, resolving operational issues in regards to product related queries, complaints, initial set up and on-going matters. Coordinate the implementation of company initiatives such as software rollouts, training programs etc.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

 

Responsible for overseeing the day-to-day performance of the Sales Support group to insure new orders and existing customer requests are processed and completed. Monitor the work being completed by Sales Support staff to ensure employees are properly trained, meeting production standards, following internal control procedures and producing quality work.

 

Develop training material for new and existing Sales Support Reps. Assist with identifying training requirements and bottlenecks within the company that impede our progress. This will involve weekly preparation of quote turnaround reports, managing order intervals, and tracking the overall account life from quote request to provisioning to find areas of the company processes that can be improved.

 

Proactively communicate with internal and external customers regarding order status, order issues or missing documents. Responsible for communicating with sales teams on pricing changes, promotions, and any updated sales support processes, paperwork or policies which will assist in ensuring timely submission of accurate orders.


Acquire and maintain an excellent working knowledge of Access One systems, specifically eFinity and IDI. Must be knowledgeable of the full suite of Access One services and able to answer product specific questions regarding how products work and work together. Manage Order Processing folder by confirming the receipt of order and allocating by order priority as required.

 

Supervisory Responsibilities  

 

Supervise all Sales Support Representatives in the Marketing Department. May assist in determining training

  requirements to assure the highest level of skill necessary to meet company objectives. Additional responsibilities

 may include interviewing and hiring employees; planning, assigning and directing work; addressing complaints

  and resolving problems.

 

Competencies

 

Ability to effectively manage customer expectations and respond promptly to customer needs. Assist with difficult customer situations and handle escalations when necessary.

 

Excellent customer service and interpersonal skills. Must be responsive to the needs of Agents, customers and the organization, able to build and maintain credible working relationships in person and over the phone.

 

Display a commitment to teamwork, and the ability to balance team and individual responsibilities. Must know how to prioritize own workload, co-ordinate the activities of team members, and manage competing demand while still meeting deadlines. Continuously strive to achieve excellent customer service and ways to improve and promote quality.

 

Education and/or Experience  

 

Bachelor's degree (B. A.) preferred. Must be proficient in Microsoft Excel and Outlook. 2+ years in telcom Sales Support, Order Processing or Customer Care. 

 

Access One is an Equal Opportunity Employer. We offer a comprehensive benefits package which includes:
Medical, Dental, Vision and Life InsuranceMatching 401(k) planFree in-home long distance serviceEmployee Assistance ProgramPaid Time OffPaid holidaysCasual work environment

 

Please email your resume with salary requirements to hr@accessoneinc.com . No phone calls please.