Job Title:
Associate, Sales Support
Job Description
(A) Dispatching activities
1) Create and/or assign cases to sales support team depending on the supported segment or POD keeping sense of urgency for cases tag as Critical by the severity of the issue reported.
2) Keep constant monitoring of the different types of queues. Help and support when sales support team is not ready to take cases (System Issue / Leave / Trainings / Backlog Management).
3) Resolve issues related to misrouted cases and transfer to the correct area of support to ensure the internal assignation of the cases.
4) Critical thinking:
a. Identify urgent cases based on Issue Description
b. Assign the case to an available team member for immediate contact.
c. Notify case owner & manager on internal channels when assigning an urgent case.
d. The manager on duty will follow up to make sure contact is made within expected time of case assignment.
e. Action needs to be executed and documented.
5) Attend regular sync meetings with manager to share findings and areas of opportunity for case assignation and SLA improvement.
6) Provide ideas to automate reports to improve efficiency.
7) Coordinate activities to collect, analyze and report information.
8) Communicate attendance, time availability, known issues among other topics.
Tasks Description
General queue Monitor the general queue and make callouts when case is getting closer to SLA deadline
Unassigned queue Monitor the unassigned queue and assign the cases as soon as possible to prevent any callout coming from client
Daily reports Send report on the queue/reports at the end of their shift to make sure that general queue is empty, and no tickets are left unattended.
Data hygiene Proper usage of our tracking report, make sure that data is submitted correctly to prevent any issues with the data.
(B) Administrative support for Associate Sales Support Managers / Sales Support Managers / Senior Sales Support Managers
1) Day-to-day operations management including task delegation and assignments to maximize the resources available to achieve business goals.
2) Coordinate changes in staffing schedules by collaborating with the managers to ensure sufficient support coverage.
3) Manage the business Key Performance Indicators (KPIs) through generating, reviewing, and distributing daily, weekly, and monthly service reports to the managers to measure productivity and SLA compliance.
4) Work with the managers in developing engagement plans and deploying incentive programs to achieve organizational goals.
5) Stay current on internal work processes and upkeep of documentation.
6) Establish regular, timely, and clear communication with the managers to ensure expedient communication of relevant information and to ensure business goals are met.
7) Any other duties and responsibilities that may be assigned by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the company.
8) Support and perform management duties in the absence of manager.
• Prepare quotes for contract renewal and RFP/RFI responses • Maintain quote documentation with accurate pricing and configurations • Ensure the integrity of client information maintained in the database systems • Update and manage Excel spreadsheets • Deal with external and internal queries in a professional, client-orientated manner • Perform bookings (Purchase Order processing) and booking reconciliation • Perform quality assurance self-checks • Seek counsel and guidance from more senior Sales Support staff and management, as needed • Prioritize tasks to meet assigned deadlines, paying attention to details • Able to handle low priority escalations • Effectively utilize Knowledge Base Tool • Understand and participate in KMIP (Know, Measure, Improve, Perfect) methodology in daily activities, as relevant to role • Other duties, as assigned
Location:
JPN Okinawa 3-25-1 Maejima, Naha-shi
Language Requirements:
English, Japanese (Required)
Time Type:
Full time2025-10-31
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