Job Description
Sales Support Analyst
Date: Mar 11, 2024
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 over 116 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 headquarters in Columbus, Ohio.
Division and Department Overview
The Sales division, Revenue Operations staff serves the global scientific community, working with the world's most important scientific companies, organizations, government and academic institutions to promote research and discovery. The Customer Account Management team supports our sales organization and our customers through customer service, enabling access, generating invoices, technical support, report analysis, account resolution and product training.
Position Summary
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, invoices, 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.
Position Accountabilities
1. 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).
2. Researches and analyzes SAP ECC, Salesforce.com and/or MS Outlook records to establish access and new accounts, and 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.
3. 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.
4. Creates and Maintains customer ownership and demographic information, updating confidential customer records using SAP, Salesforce.com, CST, TSO, SharePoint and/or Oracle systems.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
Education/Experience/Technological Knowledge
* College degree
* 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)
* Technical aptitude in business systems (i.e. SAP, Saleforce.com, SQL, and Oracle)
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.
The work schedule at CAS, consists of working onsite at least three days per week. While always welcome to work in the office, employees may work the other two days of the week from their home. New employees are immediately eligible for this work arrangement. CAS offers relocation assistance, if applicable.
Nearest Major Market: Columbus
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