Associate Sales Support Specialist - US Shift

About the role

In this position, you will play a vital role in supporting the U.S. sales team by handling a variety of administrative and operational tasks. Your responsibilities will include managing customer information within CRM systems, preparing sales documentation, and coordinating with internal departments such as logistics, finance, and operations to facilitate smooth sales processes. You will also serve as a primary point of contact for customers through multiple communication channels, providing updates, answering inquiries, and resolving minor issues to ensure a positive customer experience. This role requires a detail-oriented individual who can work efficiently in a fast-paced environment, supporting the sales team to meet their targets and maintain high levels of customer satisfaction.

Key facts

This is an on-site role based at our Bengaluru office, where you will work during specified hours to support U.S. sales operations. The position involves working night shifts aligned with U.S. Central business hours, specifically from 8:30 PM to 4:30 AM Indian Standard Time, Monday through Friday. The role is designed to provide consistent support during U.S. business hours, ensuring seamless communication and service delivery. The team you will join is dedicated to providing excellent sales support and customer service, working collaboratively to achieve common goals. This full-time position offers a competitive salary, along with performance-based bonuses, and a comprehensive benefits package that includes transportation and food facilities for North American support, paid leave, and other perks.

What you'll do

• Maintain and update customer relationship management (CRM) systems such as Salesforce and Odoo with accurate and current sales data, ensuring all customer interactions and transactions are properly recorded.
• Prepare, review, and process sales quotes, invoices, purchase orders, and contractual documents to support the sales cycle from initial inquiry to order fulfillment.
• Collaborate closely with logistics, finance, and operations teams to coordinate order processing, delivery schedules, and documentation requirements, ensuring timely and accurate execution of sales activities.
• Monitor the status of customer orders, follow up on pending documentation, and generate reports to track sales performance, order progress, and other key metrics.
• Organize and maintain sales documentation, including contracts, correspondence, and other relevant files, ensuring compliance with internal policies and procedures.
• Respond promptly and professionally to customer inquiries received via email, chat, or phone, providing accurate information about products, order status, and support requests.
• Assist customers with basic product information, order updates, and troubleshooting minor issues, ensuring a positive experience and fostering long-term relationships.
• Escalate complex or unresolved issues to the appropriate internal teams while maintaining clear and effective communication with customers, ensuring issues are addressed efficiently.
• Build strong relationships with customers by demonstrating professionalism, responsiveness, and a customer-centric attitude.
• Support the sales team with administrative tasks such as scheduling meetings, preparing reports, and managing documentation to streamline sales operations.
• Participate in team meetings and training sessions to stay updated on product offerings, internal processes, and customer service best practices.

Requirements

• A Bachelor's degree in Mechanical Engineering is required, providing a technical foundation that supports understanding of the company's products and services.
• 1-2 years of experience in a sales support, customer service, or administrative role, preferably within a technical or manufacturing environment.
• Excellent verbal and written communication skills in English, with the ability to interact professionally with customers and internal teams.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace (Gmail, Sheets, Docs) to perform daily tasks efficiently.
• Experience working with CRM platforms such as Salesforce and Odoo, with the ability to update and extract relevant data accurately.
• Strong organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and meet deadlines consistently.
• Ability to work independently with minimal supervision while maintaining a high level of accuracy and attention to detail.
• Flexibility to work night shifts aligned with U.S. Central business hours, demonstrating adaptability to different time zones.
• A proactive attitude, problem-solving skills, and the ability to handle multiple tasks simultaneously in a dynamic environment.
• Knowledge of basic sales processes, order management, and customer service principles.

Nice to have

• Familiarity with U.S. business practices and customer expectations, which can enhance communication and service quality.
• Basic understanding of sales funnels, B2B and B2C sales processes, and the manufacturing or technical industry.
• Experience working in a multicultural environment or with international clients, fostering cross-cultural communication skills.
• Knowledge of additional CRM tools or enterprise resource planning (ERP) systems beyond Salesforce and Odoo.
• Previous experience working night shifts or in a support role that aligns with U.S. business hours.

Skills & tools

• Microsoft Office Suite (Word, Excel, PowerPoint)
• Google Workspace (Gmail, Sheets, Docs)
• CRM platforms such as Salesforce and Odoo
• Excellent written and verbal communication skills in English
• Strong organizational and multitasking abilities
• Customer service orientation with a professional demeanor

Practical notes

• The working hours are from 8:30 PM to 4:30 AM IST, Monday through Friday, to align with U.S. Central business hours.
• This role requires on-site presence at our Bengaluru office, with a hybrid work arrangement involving three nights in the office and two nights remote per week.
• The position offers a competitive salary package, complemented by performance-based bonuses to reward your contributions.
• Benefits include transportation and food facilities specifically for North American support staff, along with paid annual leave, sick leave, and team-building activities.
• You will be part of a diverse and inclusive team that values different perspectives and experiences.
• We encourage applications from women, LGBTQ community members, people of color, individuals with disabilities, and veterans to foster an equitable workplace.
• Prior experience working in a technical or manufacturing environment is advantageous but not mandatory.
• The role involves handling sensitive customer data, so confidentiality and data security awareness are essential.
• Training and onboarding will be provided to familiarize you with company policies, systems, and customer service standards.
• This position is ideal for someone looking to develop their career in sales support within a global company, with opportunities for growth and skill enhancement.

About the company

Fictiv Exists to Enable Hardware Innovators to Build Better Products, Faster Fictiv exists
to help product innovators create. Fictiv is a global manufacturing and supply chain company that enables organizations to scale globally across Fictiv’s four global manufacturing centers in India, Mexico, China, and the U. S..