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Sales Support Specialist

  • Tomball, Texas
  • Administrative
The Sales Support position plays a critical role in order processing, logistics coordination, invoicing, and cross-functional communication. This position ensures accurate and timely shipment of customer orders across multiple warehouses and plants while supporting sales, operations, and customer service functions and serving as a key resource for resolving order, logistics, and customer-related issues.

Key Responsibilities
 
  • Order Processing & Shipment Coordination
    • Provide order entry support for outside sales representatives
    • Order entry in E-Commerce for orders received via the portal
    • Process daily orders shipping from Accent 3PL warehouses and internal facilities
    • Enter orders into third-party warehouse systems (East PA and Stride) as required
    • Ensure compliance with warehouse shipping requirements, including 24-hour notice and handling rush orders while balancing customer requirements, inventory availability and operational constraints
  • Generate and distribute shipping documentation including:
    • Bill of Lading (BOL)
    • Packing lists
    • Pick tickets
  • Coordinate freight
    • Determine appropriate shipping methods and carrier options based on delivery requirements, service expectations, and freight considerations.
    • Arrange carrier pickups for collect or third-party shipments
    • Book prepaid shipments using internal rating tools
    • Process UPS/FedEx Ground shipments via company systems and provide labels to warehouses
  • Manage order exceptions, including:
    • Inventory shortages and order transfers
    • Order cancellations or changes
    • Re-rating and rebooking freight when necessary
    • Investigate order and shipment issues, coordinate with internal stakeholders and determine appropriate resolutions to support customer commitments
  • Facility-Specific Order Handling
    • Route and process orders through appropriate sales support queues (NCDC, SC, Spring, etc.)
    • Coordinate with designated personnel responsible for shipment booking and documentation
    • Support invoicing workflows based on facility-specific processes and account types
    • Monitor order activity and proactively address issues that may impact fulfillment schedules, shipment timing, or customer expectations
  • EDI Order Management
    • Review and release EDI orders for processing
    • Verify pricing, freight rates, and order accuracy
    • Research and resolve discrepancies related to pricing, freight charges, customer requirements and order processing
    • Send order confirmations to customers and sales representatives
    • Route orders appropriately to warehouse or plant locations
  • Invoicing & Documentation
    • Invoice all shipped orders in a timely manner using internal systems (e.g., Salespad)
    • Attach shipping documentation received from warehouses to corresponding orders
    • Distribute invoices to customers and sales representatives
    • Upload invoices to customer portals as required
    • Collaborate with internal teams responsible for invoicing based on location and account type
    • Review supporting documentation and resolve discrepancies affecting invoicing accuracy and customer requirements
  • Customer Service & Communication
    • Answer incoming calls and provide customer support or route inquiries appropriately
    • Serve as a liaison between departments including:
      • Sales
      • Logistics
      • Purchasing
      • Production
      • Accounting
    • Coordinate cross-functional communication to resolve customer concerns, shipment delays, inventory issues and order-related challenges.
  • Assist with:
    • Freight quotes and logistics requests
    • Lead time inquiries
    • New account setup
    • Claims processing (gather required documentation)
    • Provide guidance and recommendations regarding order status, freight options, lead times, and fulfillment alternatives
  • Reporting & Shipment Tracking
    • Maintain and distribute daily Open Shipments reports
    • Provide updates on past-due shipments (mid-week and end-of-week)
    • Work with warehouses and plants to identify and resolve shipment delays
    • Analyze shipment activity and order status information to identify trends, prioritize follow-up actions and support continuous process improvement efforts
  
Education and Experience Requirements
 
  • High school diploma or GED, Associate’s or Bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred
  • Minimum 2-4 years of experience in order processing, sales support, logistics coordination, or customer service
  • Understanding of order management systems (such as Salespad), shipping platforms, and have familiarity with freight coordination, warehouse or 3PL operations, and documents like bills of lading and packing lists.
  • Strong attention to detail, data entry accuracy, and the ability to manage high-volume transactions
  • Solid communication skills to effectively collaborate with sales, logistics, accounting, and customers
  • Experience with EDI systems and customer portals is a plus, as well as proficiency in Microsoft Office, especially Excel
  • Ability to multitask and problem-solve in a fast-paced environment
  • Demonstrated ability to prioritize competing demands, resolve operational issues independently and effectively coordinate activities across multiple departments and locations.
 

Physical Requirements
 
  • Travel Requirements: The position may require occasional travel to attend training sessions or participate in company events.
  • Physical Demands: Prolonged periods of sitting and working at a computer.
  • Work Environment: The position involves remote or on-site office work with interactions through phone, email, and video meeting platforms.
 
 
Other Duties

This job description is not intended to cover all possible duties and responsibilities. The employee may be required to undertake other duties as necessary to meet business needs.