Sales Support Specialist

Sales Support Specialist

Employment Type: Full-time

Location: Remote, USA

Hourly Rate: $22 to $24.50
About Focusrite Group:

Focusrite Group is a global leader in music and audio technology, the company behind some of the most beloved and trusted brands in the industry. From bedroom producers making their first recordings to Grammy-winning engineers shaping the sound of modern music, millions of creators worldwide rely on Focusrite hardware and software every single day. We are a company built by musicians, for musicians, with a genuine passion for helping people realize their creative potential.
About the US Operations Team:

The US Operations team supports the flow of customer orders from receipt through shipment. The team works closely with Sales, Finance, third-party dealers, and our third-party logistics partners to keep orders accurate, resolve issues, and provide clear customer updates.
Role Summary:

Reporting to the Vice President, Distribution Operations, Focusrite Group Americas, the Sales Support Specialist is a member of the Focusrite Group US Operations team. This role promotes and maintains positive customer relationships by processing and tracking sales orders from Sales team members and third-party dealers, while providing responsive, accurate order support.
Core Responsibilities:

Customer and Sales Support

- Provide timely responses to customer and internal inquiries by email and phone.

- Establish and maintain positive, productive business relationships with internal and external customers.

- Provide product availability and order status updates to Sales, Dealers, and internal stakeholders.

Order Entry and Administration

- Process customer purchase orders and accurately enter sales orders and return authorizations within established department standards.

- Review sales orders for accuracy, including item, quantity, pricing, shipping, tax, freight, and account information.

- Send order acknowledgments to Sales and Dealers.

- Monitor account holds and work with Finance to support their release.

- Research and help resolve order exceptions, including pricing discrepancies, replacement orders, RMAs, and customer follow-up issues.

- Assist with the new customer setup process.

Orderbook and Shipment Management

- Support the ongoing review and maintenance of the open orderbook in line with department guidelines.

- Coordinate with logistics partners to confirm shipment quotes, routing, freight account details, delivery timing, and special shipping requirements.

- Work with Sales, Operations, and the third-party logistics partner to help resolve issues that may delay eligible orders from shipping on time.

- Maintain accurate estimated shipping dates to support clear customer updates and orderbook visibility.

- Reallocate stock when necessary to optimize current-month sales.

- Complete additional administrative work as needed to support the business.

You'll Thrive in This Role If You:

- Are detail-oriented, organized, and motivated to learn.

- Communicate clearly, proactively, and accurately with customers and internal teams.

- Build rapport easily and bring a positive, customer-focused approach.

- Listen carefully, solve problems, and stay organized while managing multiple priorities.

- Work effectively from home with a high degree of ownership and accountability.

- Stay flexible and collaborative while managing changing priorities in a fast-moving business.

What We're Looking For:

- Required: 2+ years of customer service, sales administration, order entry, or related experience.

- Required: Intermediate skills in Microsoft Office, including Word, Excel, Outlook, Teams, and OneNote.

- Required: Strong verbal and written communication, listening, problem-solving, organizational, and multitasking skills.

- Preferred: Experience with NetSuite or a similar ERP platform.

- Professional audio product knowledge or exposure is a plus.

- Mu