Sales Support Representative - job 2 of 2

As a Sales Support Representative at Ferguson, you'll play an essential role in supporting our Sales associates by understanding customer needs and providing them with suitable product solutions. Your duties will include delivering personalized customer service, managing timely quotations and accurate sales orders, coordinating deliveries, and resolving customer inquiries efficiently.

To be considered for the Sales Support Representative role at Ferguson, applicants should ideally have 0-3 years of sales or customer service experience. Strong sales skills, the ability to upsell, and quick decision-making in a fast-paced environment are vital. Additionally, proficiency in Microsoft Office and a willingness to learn about product knowledge and processes are essential for success.

Ferguson values the career development of its associates, offering numerous growth opportunities for Sales Support Representatives. With hands-on experience and a comprehensive understanding of our products and services, dedicated individuals can advance into higher sales positions, customer relationship management roles, or even leadership positions within the company, making it an excellent place for career growth.

New Sales Support Representatives at Ferguson can expect thorough training that encompasses customer service best practices, product knowledge, and the efficient use of our sales tools and CRM systems. This training is designed to ensure you feel confident and equipped to excel in your role, providing you with the skills necessary to meet customer needs effectively.

Ferguson offers a competitive benefits package for its Sales Support Representatives, including health, dental, and vision insurance, paid time off, a 401(k) with company match, and various additional benefits focused on mental health and well-being. Associates also enjoy community involvement opportunities and flexible enhancements tailored to their diverse needs.

When prioritizing customer needs, I ensure I actively listen to their concerns and requests. I assess the urgency of their issues and work to provide timely solutions, leveraging my knowledge of products and company services while coordinating closely with the sales team for comprehensive support.

In my previous role, I had a customer who was facing delays with their order. I took immediate action by contacting our suppliers for updates, kept the customer informed, and arranged an expedited delivery to alleviate their concerns. This proactive communication helped build trust and ensured their satisfaction.

I utilize a consultative approach to upselling by first understanding the full context of a customer’s needs. I then present complementary products that enhance their initial choice, explaining the benefits and providing examples of how those additional products can solve more of their challenges.

When conflicts arise, I focus on active listening and empathizing with the customer’s frustrations. I work to remain calm and collected, seeking a solution that addresses their concerns efficiently while adhering to company policies, thus aiming to turn the situation into a positive experience.

I am comfortable with a range of digital tools including CRM systems for customer relationship management, Microsoft Office for documentation and communication, and communication platforms for team collaboration, ensuring smooth operations and effective interaction with customers.

I prioritize organization by utilizing task lists and digital tools to keep track of customer orders and deadlines. Additionally, I establish routine check-ins to monitor the status of each order, ensuring timely follow-up and smooth processing throughout each step.

The most crucial quality for a Sales Support Representative is a strong customer service mindset. Being able to build relationships, communicate effectively, and respond swiftly to customer needs is vital for ensuring their satisfaction and fostering long-term loyalty to the company.

I stay up-to-date with product knowledge by actively participating in training sessions, reading product literature, and collaborating with colleagues in sales and support. Continuous learning helps me provide informed recommendations, enhancing my effectiveness in assisting customers.

I've thrived in fast-paced environments by honing my multitasking skills and maintaining composure under pressure. I prioritize tasks effectively, adapting to changes swiftly while ensuring that customer needs remain at the forefront of my focus.

The most rewarding aspect of working in sales support is the opportunity to make a tangible impact on customer success. Being able to facilitate timely solutions and see satisfied customers is incredibly fulfilling and motivates me to continue striving for excellence in every interaction.