Trade Desk Sales Support
(Inbound Sales + CRM Operations)
Work Schedule: Full-Time (40 Hours/Week) | 9:00 AM – 5:00 PM PST
Location: Remote
Type: Full-Time / Long-Term Contract
About the Company
Our client is a US-based e-commerce company in the home design and building materials industry. They sell a wide range of premium tile and flooring products to both retail and trade customers — including interior designers, architects, and general contractors — through their online platform. Their trade program is a core part of their business, offering exclusive pricing, sample support, and dedicated service to design professionals and commercial buyers. The team is lean, fast-moving, and highly focused on operational excellence and customer experience.
About the Role
We are looking for a detail-oriented and proactive Trade Desk Sales Support to join our client's trade team. This person will be the first point of contact for trade customers — handling inbound calls, live chat, operational requests, and proactive outreach to keep accounts active and revenue flowing. This role requires someone who is both organized and personable — capable of managing high volumes of contacts, keeping the CRM clean and up to date, and following up on quotes and dormant accounts with a sales-oriented mindset.
Responsibilities
1) Inbound Phone Management
* Act as the first point of contact for trade customers calling in with questions, orders, or inquiries.
* Provide professional, knowledgeable support that reinforces the brand's trade relationships.
2) Live Chat Support
* Monitor the website's live chat to answer quick technical questions or sample inquiries from trade customers in real time.
* Escalate complex or unresolved inquiries to the appropriate team member when needed.
3) Operational Support
* Handle ticket management, stock checks, and order drafting to support the sales and fulfillment process.
* Ensure accurate data entry and documentation within the CRM for all interactions and transactions.
4) Sample Management
* Check in with regular monthly buyers to ensure they are equipped with samples from the newest collections.
* Track and manage sample requests and follow up on outstanding sample commitments.
5) Quote Follow-Up
* Monitor open quotes that have gone cold and conduct timely follow-up to convert them into project wins.
* Maintain an organized pipeline of outstanding quotes and flag high-priority opportunities.
6) Win-Back Campaigns
* Identify accounts that were active 6–12 months ago but have since dropped off.
* Conduct personalized outreach via email and phone to re-engage dormant trade accounts.
Qualifications
* 4+ years of experience in a sales support, inside sales, or customer success role — preferably in a B2B or trade environment
* Proven CRM proficiency — experience with HubSpot or Salesforce is critical, specifically for contact and company management, activity logging, and email sequences
* Strong verbal and written English communication skills — comfortable handling professional outreach and managing requests via email and messaging tools
* Tech-savvy with a solid understanding of sales automation tools and CRM workflows
* High attention to detail — accuracy in manual data entry, project research, and lead routing is essential
* Strong organizational skills — ability to manage high volumes of contacts (5–50 locations and 20–300 contacts per firm) efficiently
* Self-starter mindset — comfortable working independently in a fully remote environment and taking ownership of your pipeline without needing to be reminded
* Comfortable switching between inbound support and outbound outreach throughout the day
* Service mindset combined with a sales instinct — you care about the customer experience and about closing the deal
* Familiarity with the tile, flooring, interior design, or construction industry is a plus (e.g., LEED standards, specification processes, design workflows)