Framework

• Respond to and qualify inbound inquiries to determine customer needs and potential sales opportunities • Schedule and conduct introductory and discovery discussions with prospective customers (resellers, distributors, and end users) • Provide accurate information regarding company products, services, and capabilities • Assist senior sales personnel with opportunity development, proposals, and follow‑up activities • Maintain accurate and timely documentation of all sales activities within the company’s CRM system • Support the preparation of quotes, sales materials, processing of orders and related documentation • Participate in product training and maintain current knowledge of hardware offerings and industry trends • Adhere to all company policies, procedures, and compliance requirements

• Support daily RMA operations both internally and externally (repair centers) • Manage RMA support agents with ticket handling and escalations - Including handling support tickets directly yourself • Identify operational bottlenecks and implement scalable efficiencies to improve RMA operations • Ensure quality feedback loop is upheld by sharing RMA data with internal teams for root cause analysis on field issues (particularly after new product launches) • Monitor inventory and create action plans (refurbish, scrap, recycling, etc) to optimize stock health and recover value • Implement automation where possible with manual processes exist today • Manage the Return-to-vendor (RTV) process for products with manufacturing issues • Serve as the primary liaison for US-based 3PL partners, overseeing daily B2C and B2B fulfillment activities and supporting overseas 3PLs as needed • Monitor sales order transmission, managing and resolving fulfillment errors, determining root cause, and overseeing corrective action • Provide operational support to internal partners in Customer Support, and B2B Teams by fielding logistics questions, working alongside them to ensure a positive customer experience • Audit and maintain ERP as Framework’s single source of truth for inventory, receipts, fulfillments, returns, and other transactional records • Proactively monitor order transmissions, with inventory counts, analysis, and shared inventory snapshot reporting, resolving fulfillment errors and implementing corrective actions to prevent recurrence • Collaborate with Supply Chain, Marketplace, and Customer Support on inventory to monitor and maintain healthy stock levels across locations • Oversee in-transit shipments, coordinating with carriers to resolve customs/clearance delays and ensuring all documentation is compliant and timely