Sales Support Analyst

Date: Aug 4, 2022

Location: Columbus, OH, US, 43202

Company: American Chemical Society

CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 115 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

 

CAS is currently seeking a Sales Support Analyst. This position will be located in our Columbus, OH headquarters.

 

Position Summary

This position is an entry-level role primarily responsible for customer support functions within the framework of established policies.  This role provides customers with account set up, contract administration, login IDs, credits, billings, etc., with stringent service level objectives, to ensure proper product access and accurate billing.

 

Position Duties

  • Responds to customer inquiries regarding products supported, processing product orders, setting up customer accounts and login IDs, and establishing product/file access via password set up process.  Control public access to files, databases, and other web products through established guidelines (e.g. password resets, IP address validation, etc.)
  • Researches and analyzes SAP and/or Salesforce.com records to resolve product access, billing, and other operational issues (e.g. payment problems, address changes, etc.).  
  • Maintains customer ownership and demographic information, and updates confidential customer records using SAP, TSO, or CRM systems.  Adheres to established standards in the creation of contact, site, and parent customer records while maintaining quality objectives set for each as non-adherence to documented standards will cause billing inaccuracy.  Reviews associated feedback reports and revises as necessary.
  • Processes credit requests for products supported, researching, validating, and obtaining proper approval for all credit requests.  Reviews invoice dry run and corrects problems prior to invoices being created/mailed.  Follows similar procedures for compiling and issuing electronic usage reports to customers. 
  • Utilizes office automation tools to communicate effectively with both external and internal customers, including international service centers, outsourcing vendors, field account consultants, international sales agents, CAS Accounting, etc., providing the necessary information from internal systems to support the needs of all areas to ensure exceptional overall customer service and support.

 

Position Qualifications

  • Bachelors Degree or equivalent required
  • 1-5 years experience in a Sales Support, Customer Support or equivalent role required
  • Experience with SalesForce, SAP and Microsoft Office desired
  • Must possess a high degree of precision and accuracy

 

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran.


Nearest Major Market: Columbus

Job Segment: Help Desk, Information Technology, SAP, ERP, CRM, Technology