• The Commercial Sales Support Specialist I is an entry-level position that will support the fulfillment of the commercial business ranging from small orders to more complex contracts and projects. • Manage sales order execution from order entry to delivery, under supervision. • Responsible for order entry and order management relating to monitoring customers’ request dates and scheduled ship dates as well as holds on orders preventing shipments. • Respond to incoming calls and e-mails for new orders, warranty claims, pricing issues, and general inquiries for all product lines. • Interface with internal and external customers. • Identify and analyze complex problems and communicate findings and solutions clearly to key stakeholders. • Support field sales on a variety of tasks related to the sale and/or development of business. • Review agreements, identify requirements, delegate to the appropriate business unit leads, and track deliverables. • Collaborate with different team leaders in Sales, Customer Service, and Finance as partners to meet requirements of customers. • Utilize several different programs to manage and book orders, research technical requirements and questions, process orders, and analyze sales and production data. • Communicate order and account statuses to account managers and customers. • Physically inspect orders as necessary with a strong attention to detail. • Facilitate and participate in customer visits or events. • Engage in Continuous Improvement projects and tasks. • Participate in and sustain 5S Standards. • Must follow all required Safety and ISO procedures.

• Serve as the key point of contact for **commercial **customer enquiries, related to products, claims, service and sales. • Build rapport with customers to understand their needs and recommend suitable products, services, or upgrades. • Triage customer queries by assessing urgency, identifying root causes, and routing issues to the appropriate teams, ideally resolving them at first contact where possible. • Identify opportunities to **upsell **and **cross-sell** relevant products and services based on customer needs and purchase history. • Leverage the company’s systems and tools to meet sales targets within established service times. • Educate customers about promotions, new product launches, and bundle offerings to enhance sales. • Follow up on leads generated on the website. • Work across multiple brands effectively with adaptability and flexibility. • Inform management of potential areas for growth in product, service, and education sales. • Coordinate with internal teams to resolve customer concerns and improve service delivery. • Maintain up-to-date knowledge of company products, services, and policies. • Document customer interactions and feedback to support continuous service improvement. • Provide coaching and mentoring opportunities to other members of the sales & customer support team. • Other role-specific duties as they arise.

Maintain strong knowledge of all Trip Support products and effectively communicate them to customers.

Role Description Ecentria/OpticsPlanet is hiring Customer Care Specialists to join our team! This role is part of our Telephone Response Team and serves as the ‘voice’ of OpticsPlanet, representing us professionally, politely, and with a passion for assisting customers. This position is responsible for providing a great customer experience, optimizing sales and profit margins, assisting customers navigate our website, overcoming procedural impediments, and in general, making it as easy as possible to do business with OpticsPlanet. This is a fully remote and full-time (benefits eligible) position scheduled for 40 hours/week (plus required overtime during holiday season). - Use product knowledge, communication, and interpersonal skills to build value by closing sales and maximizing future sales through a positive, trusting relationship with their co-workers and customers. - Answer incoming telephone inquiries from prospective and existing customers. - Initiate and close sales and convert on-hold orders to active sales. - Check order status for customers. - Resolve issues with orders. - Answer product questions and make product recommendations. - Inform customers of current promotions or special sales. - Make discount decisions within corporate guidelines. - Answer questions about the company and its policies. - Distribute incoming phone calls to appropriate departments i.e. Purchasing, Marketing, Legal, etc. - Other ad hoc duties as assigned. Qualifications - High School Diploma or equivalent required. - Minimum of 1 year call center or contact center experience within the retail or service industry. - 1 year ecommerce sales experience in a sales-based role assisting customers with product or service selection. - Must type at least 30 words per minute with 95% accuracy or better. - Excellent verbal communication and Customer Service skills. - Experience with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers. - Excellent written communication skills including spelling, grammar, and vocabulary. - Knowledge of etiquette governing internet forums and chat communication. - Patience, empathy, and friendliness in dealing with customers. - Willingness to see customer issues through to resolution. - Knowledge of principles and methods for showing, promoting, and selling technical products and services is a plus. Requirements - Compensation and Benefits: Hourly rate: $17.00/hour - Ecentria offers generous benefits to full-time employees including but not limited to: - Medical, Dental and vision insurance - 401k plan participation - Company paid Short and Long-Term Disability Insurance - Company paid Life Insurance - Company paid holidays - Employee Assistance Program - Paid Parental Bonding Leave Work Location Fully Remote. We are open to hiring employees in states that we have an established presence. We’re excited to consider residents of Arizona, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Missouri, Montana, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, South Dakota, Texas, Utah, Virginia, and Wisconsin. If you’re from one of these states, we’d love to hear from you. This list is subject to change at the company’s discretion. Application If a strong match is found between your qualifications and the requirements of the position, a member of the recruiting staff will contact you to further discuss the career opportunity. Equal Employment Opportunity Ecentria is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.