Sales Support Analyst
Date: Jul 21, 2021
Columbus, OH, US, 43202
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 114 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 based in our headquarters in Columbus, OH.
Responsible for complex customer support functions within the framework of established policies. Responsible for providing customers with product access and account administration to include: account creation & maintenance, login IDs, credits, Customer Master Data creation & maintenance with stringent service level objectives, to ensure proper product access and accurate billing. This position is responsible for managing non-standard requests implementation and responds directly to customer requests. We also support new product development, product launches and participate in many CAS projects and initiatives.
High School Graduate or Equivalent.Bachelor's degree preferred.
3 or more years of experience in business, sales, finance
Strong degree of precision and accuracy required with ability to work independently
Strong communication (verbal and written) and interpersonal skills
Demonstrated skills in planning, attention to detail, and responsiveness
Demonstrated Critical thinking and data analysis experience
Demonstrated experience with MS Office applications (specifically, EXCEL, PowerPoint, and Word. VISIO experience is a plus)
Basic skills in business systems a plus (i.e. SAP, Saleforce.com, SQL, and Oracle)
Responds to customer inquiries regarding products and CAS Services, processing product orders, setting up customer accounts and login IDs, and establishing product/file access via password set up processes. Controls public access to STN files, SciFinder databases, and other web products through established guidelines (e.g. password resets, IP address validation, etc.). Controls access to confidential business information under the Toxic Substances Control Act (requires background check and fingerprinting).
Researches and analyzes SAP, Salesforce.com and/or MS Outlook records to resolve product access, billing, and operational issues. Researches account eligibility status and organization structure to support internal reporting. Participates in the implementation of corporate partnership agreements and specialized billing of contracts. Communicates with Revenue Ops staff in resolving technical and operational problems pertaining to products supported.
Serves as an internal resource for Strategic, Consortia and complex account needs. Requires attention to detail, critical thinking and strong time management skills to coordinate and share information across multiple teams. Provides solutions for customer inquiries and needs.
Creates and Maintains customer ownership and demographic information, updating confidential customer records using SAP, Salesforce.com, CST, TSO, SharePoint and/or Oracle systems.
Adheres to established standards in the creation of contact, site, and parent customer records demonstrating critical thinking whiles solving complex account constructs while maintaining quality objectives as non-adherence to documented standards will cause billing inaccuracy and customer reporting. Reviews associated feedback reports and revises as necessary.
Processes credit requests for products supported, researching, validating, and obtaining proper approval. Reviews invoices and corrects problems prior to invoices being mailed. Follows similar procedures for compiling and issuing electronic usage reports to customers. Also prepares weekly and monthly reports (e.g., correspondence statistics, login ID's assignments, invoice processing, etc.) analyzing data for anomalies, trends and continuous improvement.
Utilizes office automation tools and contact center technology 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.
Establishes and maintains Non - Billable CAS product access in accordance with strict policy and procedural guidelines, including the issuance of monthly reports to Management and regularly scheduled ID audits.
Assists in training new and existing employees in all phases of work processes, and provides procedural guidance and direction to staff. Analyzes reports and provides feedback to the supervisor to assist in ensuring compliance with production schedules and established procedures.
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
Help Desk, Information Technology, ERP, Product Development, Oracle, Technology, Research
Equal Opportunity Employer: Minorities/Females/Veterans/Disabled