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Our client in Monroe is adding to their busy team. Fun company. Great benefits and discounts. Hybrid work schedule.

The Customer Sales Support Representative (CSSR) will provide premium customer sales support to retail key accounts and premium incentive and promotional products distributors. They will support team sales goals and objectives by effectively closing & increasing sales to drive ongoing and new business development while ensuring sustainable profitability and sell-through culture mindset in each interaction. CSSR plays a key role in strengthening service consistency, enhancing team performance, and driving operational excellence across the Customer Support function.

Primary Responsibilities

• Serve as a brand ambassador, acting as the primary point of contact and ensuring every customer interaction—from initiation to resolution—delivers a positive, outcome‑driven experience.
  • Provide exceptional management and sales support to all customer accounts and sales managers.
• Utilize well‑developed sales acumen to create thoughtful, strategic product recommendations and production solutions aligned with customer needs.
  • Communicate professionally and confidently with customers, demonstrating comprehensive product expertise and the ability to guide decisions through well‑informed solutions
• Independently resolve complex, time‑sensitive issues with minimal supervision while maintaining a high level of accuracy and customer confidence.
  • Exercise sound judgment in making decisions related to shipping, pricing, and product allocation within established guidelines to maximize customer satisfaction and protect profitability.
  • Oversee and manage orders throughout the full production lifecycle, proactively identifying and resolving errors or pricing discrepancies and working to minimize future variances.
  • Demonstrate proactive follow‑up to support smooth order flow and exceed customer expectations
  • Provide administrative support to the sales team, including assisting with quotes, proposals, and sales documentation.
  • Prospect, qualify, and develop new business opportunities via phone and digital channels, applying relationship‑building skills expertise.
  • Perform precise and timely data entry in line with established company standards and compliance expectations.
  • Process customer orders under strict deadlines while effectively communicating any potential delays or changes.
  • Build and maintain clear, comprehensive process documentation to support daily operations, training, and cross‑functional alignment.
  • Articulately convey company policies, procedures, and service standards to both internal and external stakeholders.
  • Manage and troubleshoot high‑complexity, high‑urgency issues with autonomy and professional judgment.
  • Review and analyze operational and sales reports to make data‑backed decisions around order management and workflow prioritization.
  • Contribute feedback on tools and workflows, and assist in departmental projects that drive efficiency and service improvements.
  • Work closely with Customer Support leadership to maintain and improve SOPs, training materials, and process documentation.
  • Collaborate closely with Field Sales, Accounts Receivable, Order Fulfillment, and Logistics to ensure seamless customer experiences.
• Serve as a mentor and point of contact for peer support, offering day-to-day guidance on system navigation, customer engagement, and troubleshooting.
• Support the onboarding of new team members and facilitate ongoing training sessions, process refreshers, and cross-training.
  • Participate in internal and external meetings, offering informed insights and actionable feedback.

Desired Skills & Experience

• 5+ years of experience in Customer Support, Customer Success, Account Management, or a related service-oriented field.
  • Experience in the promotional products or corporate gifts industry strongly preferred.
  • Background in inside sales, business development, or key account management highly desirable.
  • Bachelor’s degree strongly preferred.
  • Exceptional written and verbal communication skills with a polished, professional presence.
  • Highly developed customer service soft skills including empathy, patience, and active listening.
  • Proven ability to multitask effectively in a fast-paced, team-driven environment.
  • Demonstrated accuracy, attention to detail, and consistency in high‑volume tasks.
  • Strong time management and prioritization abilities; able to juggle competing deadlines.
  • Self‑starter capable of managing tasks and customer relationships with minimal oversight.
  • Proficiency in Microsoft Office; experience with SAP or other ERP systems required.
  • Ability to work outside standard business hours when necessary to meet business needs.