GENERAL DESCRIPTION
All employees of Smith System are responsible for abiding by the company's core values of servant leadership, diversity, ethical behavior, teamwork, and continuous learning. The Sales Operations Specialist delivers excellent service and deliverables to all Smith System customers, both external and internal, using multiple communication platforms and systems.
RESPONSIBILITIES
• Partner with a dedicated Regional Sales team to provide comprehensive sales support and help drive revenue growth within an assigned territory. Proactively identify and resolve customer, dealer, and internal sales support issues while communicating effectively with stakeholders to ensure seamless customer experience.
• Serve as a champion of Smith System’s core values by fostering collaboration, demonstrating a servant-leadership mindset, and delivering an exceptional customer experience that reinforces Smith System’s reputation as the easiest manufacturer to do business.
• Deliver exceptional operational support to Regional Sales Managers, dealer partners, architects, designers, and end users through phone, email, live chat, and virtual meetings.
• Manage inbound sales leads through the web engagement process by qualifying opportunities, creating and maintaining Salesforce records, and collaborating with Regional Sales Managers and dealers to ensure timely follow-up.
• Review customer specifications and perform product cross-references and specification conversions for bids, RFQs, competitive alternates, and product substitutions.
• Provide product recommendations, technical guidance, application support, and compatibility information to sales representatives, dealers, architects, designers, and customers.
• Coordinate rendering and design requests by collaborating with internal design resources and ensuring timely distribution of completed materials.
• Develop and maintain a comprehensive knowledge of Smith System products, applications, and industry trends to confidently recommend solutions that meet customer needs.
• Build strong working relationships across Sales, Customer Service, Design, Marketing, and Operations to ensure seamless customer experience.
• Identify opportunities to improve processes, enhance customer service, and increase operational efficiency.
• Perform additional duties and special projects as assigned.
• Able to support Pacific or Mountain Time Zone.
WORK EXPERIENCE / EDUCATION REQUIREMENTS
- Associate degree preferred; equivalent combination of education and relevant experience will be considered.
- Minimum of five (5) years of customer service, sales support, or inside sales experience.
- Experience supporting an outside sales organization is strongly preferred.
- Experience within the furniture manufacturing industry or related durable goods manufacturing environment is preferred.
- Experience supporting dealer networks, contract furniture, or K-12 education markets is a plus.
ABILITIES REQUIRED
- Ability to work independently/unsupervised in an environment without distraction.
- Outstanding customer service mindset with a commitment to delivering responsive, professional support.
- Exceptional organizational skills with meticulous attention to detail and accuracy.
- Ability to manage multiple priorities simultaneously while maintaining quality and meeting deadlines.
- Strong time management and prioritization skills in a dynamic, fast-paced environment.
- Excellent verbal, written, and interpersonal communication skills.
- Demonstrated critical thinking and problem-solving abilities with the capacity to connect information from multiple sources.
- Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
- Comfortable conducting customer interactions through video conferencing and other virtual collaboration platforms.
- Ability to quickly learn technical product information and confidently recommend appropriate solutions.
- Collaborative team player who builds positive relationships with internal departments and external business partners.
- Adaptable and resilient with the ability to perform effectively during peak seasonal business periods.
