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Sales Support Representative

1900008J Requisition #

Today's fast-moving digital environment enables enterprises to operate more efficiently, gain competitive advantage and serve customers better than ever before. It also multiplies the security risks.

nCipher Security (an Entrust Datacard company) empowers world-leading organizations by delivering trust, integrity and control to their business critical information and applications.

Our cryptographic solutions secure emerging technologies – cloud, IoT, blockchain, digital payments – and help meet new compliance mandates, using the same proven technology that our customers depend on today to protect against threats to their sensitive data, network communications and enterprise infrastructure. We deliver trust for your business critical information and applications, ensuring the integrity of your data and putting you in complete control – today, tomorrow, and at all times.

Position Summary

The Sales Support Rep (SSR) position will assist the Sales Teams with achieving their order objectives by providing pre-sales and post-sales support.  The SSR is an integral part of the sales teams and coordinates with the Key Account Managers to facilitate the sales process and satisfy customer requirements.  The SSR will also act as the customer contact regarding sales activities when the Key Account Manager is unavailable.

Essential/Key Areas of Responsibility

·         Customer Order Management including processing customer purchase orders in the ERP system, verifying pricing against quotes and/or contracts, ensuring export compliance and denied party checks are completed including:

a.    Processing in a timely and accurate manner

b.    Order acknowledgement and confirmation to Customers and Sales

c.    Validation/integrity check of order (internal/external customers),

d.    Follow up on any order discrepancies ensuring amendments or corrections to orders are actioned

e.    Working with Trade Compliance to ensure that reviews and licenses are completed timely

·         Close and update SFDC Orders to match the customer’s purchase order ensuring that SFDC is in-sync with the ERP system, reconcile SFDC with the ERP system; update SFDC with key information from the ERP system

·         Create and manage customer warranty and maintenance contracts ensuring that the ERP system reflects valid contracts and items are included on maintenance schedules, renewed and billed as required

·         Monitor order status, communicating any issues to customers/sales

·         Assist the Sales Reps with addressing customer questions and resolving or escalating customer issues; provide timely and accurate responses to customers inquires as appropriate

·         Assist the sales reps with updating SalesForce (opportunity management tool) when the Rep is traveling or on holiday

·         Assist KAMS in the preparation of price quotes and deviations when the Sales rep is traveling or on holiday

·         Research customer install base (serial numbers, products, etc.) when required for Sales activities such as an upgrade or maintenance renewal for named accounts

·         Assist with maintenance renewals for Major Accounts, accounts not handled by the Maintenance Renewals team.

·         Any other duties or tasks as assigned



Technical Knowledge/Skills & Experience Required

·         Spanish speaking – to support Latin America helpful

·         Strong knowledge and experience of ERP systems

·         Experience and knowledge of the Sales tool

·         Passionate about accuracy, processing and reconciling a high volume of orders

·         Detail oriented and possess good administrative and organizational skills with ability to follow through on assignments

·         Punctual, reliable, proactive, and responsible

·         Experience in a sales environment

·         Proficient with Excel, Word

·         Customer Focused and responsive and committed to customer satisfaction

·         Team oriented and demonstrated ability to work effectively under tight timeframes and critical deadlines and understands how to prioritize task and multi-task.

·         Excellent oral, written, and customer interface skills.

Educational Requirements

·         Bachelor’s degree in Business Administration or five years in related field, or an equivalent combination of education and directly related experience.

leadership, deciding quickly and acting on our decisions immediately. Innovation is the lifeblood of our business and the key to our future success. We constantly strive to build on new ideas to achieve a competitive Creative – Connects the dots with a goal of building customer value

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