# Sales Support Specialist

**Company:** [The Focusrite Group](null/companies/jB9uTwVVRn3kr9tPdDCXZo.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Focusrite

[Apply for this job](null/view/776ba73d-1eed-4739-9288-172dea0227df)

## Description

**Sales Support Specialist**

**Employment Type:** Full-time 

**Location:** Remote, USA 

**Hourly Rate:** $22 to $24.50 

**About Focusrite Group:** 

Focusrite Group is a global leader in music and audio technology, the company behind some of the most beloved and trusted brands in the industry. From bedroom producers making their first recordings to Grammy-winning engineers shaping the sound of modern music, millions of creators worldwide rely on Focusrite hardware and software every single day. We are a company built by musicians, for musicians, with a genuine passion for helping people realize their creative potential. 

**About the US Operations Team:** 

The US Operations team supports the flow of customer orders from receipt through shipment. The team works closely with Sales, Finance, third-party dealers, and our third-party logistics partners to keep orders accurate, resolve issues, and provide clear customer updates. 

**Role Summary:** 

Reporting to the Vice President, Distribution Operations, Focusrite Group Americas, the Sales Support Specialist is a member of the Focusrite Group US Operations team. This role promotes and maintains positive customer relationships by processing and tracking sales orders from Sales team members and third-party dealers, while providing responsive, accurate order support. 

**Core Responsibilities:**

_Customer and Sales Support_ 

-   Provide timely responses to customer and internal inquiries by email and phone. 
-   Establish and maintain positive, productive business relationships with internal and external customers. 
-   Provide product availability and order status updates to Sales, Dealers, and internal stakeholders. 

_Order Entry and Administration_ 

-   Process customer purchase orders and accurately enter sales orders and return authorizations within established department standards. 
-   Review sales orders for accuracy, including item, quantity, pricing, shipping, tax, freight, and account information. 
-   Send order acknowledgments to Sales and Dealers. 
-   Monitor account holds and work with Finance to support their release. 
-   Research and help resolve order exceptions, including pricing discrepancies, replacement orders, RMAs, and customer follow-up issues. 
-   Assist with the new customer setup process. 

_Orderbook and Shipment Management_ 

-   Support the ongoing review and maintenance of the open orderbook in line with department guidelines. 
-   Coordinate with logistics partners to confirm shipment quotes, routing, freight account details, delivery timing, and special shipping requirements. 
-   Work with Sales, Operations, and the third-party logistics partner to help resolve issues that may delay eligible orders from shipping on time. 
-   Maintain accurate estimated shipping dates to support clear customer updates and orderbook visibility. 
-   Reallocate stock when necessary to optimize current-month sales. 
-   Complete additional administrative work as needed to support the business. 

**You'll Thrive in This Role If You:** 

-   Are detail-oriented, organized, and motivated to learn. 
-   Communicate clearly, proactively, and accurately with customers and internal teams. 
-   Build rapport easily and bring a positive, customer-focused approach. 
-   Listen carefully, solve problems, and stay organized while managing multiple priorities. 
-   Work effectively from home with a high degree of ownership and accountability. 
-   Stay flexible and collaborative while managing changing priorities in a fast-moving business. 

**What We're Looking For:**

-   Required: 2+ years of customer service, sales administration, order entry, or related experience. 
-   Required: Intermediate skills in Microsoft Office, including Word, Excel, Outlook, Teams, and OneNote. 
-   Required: Strong verbal and written communication, listening, problem-solving, organizational, and multitasking skills. 
-   Preferred: Experience with NetSuite or a similar ERP platform. 
-   Professional audio product knowledge or exposure is a plus. 
-   Music industry exposure gained through education, prior work, or personal performance is a plus. 

**What Success Looks Like in This Role:** 

-   Accurate and timely entry of sales orders and return authorizations within department standards. 
-   Clear, responsive communication with customers, dealers, Sales, Finance, Operations, and the third-party logistics partner. 
-   Consistent support and maintenance of the open orderbook, including updated shipping dates and follow-through on shipment issues. 
-   Positive, productive customer relationships and dependable support for changing business needs. 

**Why This Role Is Worth Your Time:**

-   You will play a direct role in the customer experience by helping orders move accurately from purchase order through shipment. 
-   You will work across Sales, Finance, Operations, dealers, and logistics, giving you broad exposure to the US business. 
-   You will support music and audio technology products used by creators and professionals around the world. 

**Comprehensive Benefits Package:** 

Comprehensive Benefits include health insurance covered by Focusrite Group at 100% for employees and 75% for dependents, dental and vision insurance, life insurance, short- and long-term disability, 401K with employer match, 28 days PTO, Employee Assistance Program, Group Bonus Scheme, and generous staff discounts on company products and merchandise.  

_Focusrite Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._