• Job Description

  Req#: 7625

  In the United States, Ariston is a leading manufacturer of premium, high efficiency, and high-quality heating and water heating solutions for residential and commercial applications in North America. Operating with brands including HTP, Ariston and American Standard Water Heaters, Ariston USA is headquartered in Providence, RI, with Sales and Distribution locations throughout the US.

  Ariston USA is part of Ariston Group, a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for hot water, space heating and air treatment, as well as components and burners. Listed on Euronext Milan since November 2021, in 2023 the Group reported almost 3.1-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 29 production sites and 29 research and development centers. The Group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The Group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity systems. The Group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Chaffoteaux, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.

  The Senior Sales Support Specialist is a critical role in our customer facing area, responsible for relationship and account management for our key customers. The successful person in the role, must be able to work independently and with Regional Sales Managers to perform all duties relative to key customers and the needs of the sales team. This role is also responsible for a variety of reporting activities regarding sales volume and customer order management. This is an interactive position, where the team has the desire to always perform at the highest level of competence, enabling the sales team and customers to succeed, and to insure the overall productivity and growth of our brands.

  
  MAIN RESPONSIBILITIES:
  • Communicate with the Regional Sales Managers to gain understanding of their sales plans and customers with an overall goal of increasing proactive support levels.
  • Assist with on-boarding of new Regional Sales Managers to expedite knowledge levels and develop quick understanding of short/long term goals.
  • Ownership of customer relationship regarding purchase order review, order status updates, and production schedules, while driving overall support of key customers.
  • Conduct on-site customer visits to verify our processes are working and provide feedback on improvements.
  • Must be able to make decisions independently with our customers at the center of any changes.
  • Develop improved business processes with a deep working knowledge of all functions who intersect with the order to invoice process.
  • Increase customer confidence and protect operations by supplying valid and useful product and order knowledge.
  • Input data into ERP system and strive for 100% error-free transactions.
  • Work cross-functionally, across business brands, to ensure customers are always kept informed and RSMs are fully supported for business needs.
  • Must be able to search and run reports proactively from ERP system in order to keep the sales team informed and each order moving within lead times.
  • Provide cross-training to other Sales Support Specialists for coverage needs and to close any knowledge gaps regarding brand specifics and nuances.
  • Drives process changes and helps build deeper relationships internally and externally.
  • Accept other responsibilities as requested by the Customer Experience Manager.

  TECHNICAL EXPERTISE:

  • Proficient in Microsoft Office, especially Excel, but also including Word and Outlook
  • Call Center experience (ability to operate multi-line phone system)
  • SAP knowledge is necessary.

  
  EDUCATION/EXPERIENCE:

  • Bachelor’s Degree or qualified work experience
  • Ability to work in a face paced environment.
  • Ability to communicate and interact effectively in all situations.
  • Minimum two years working with Customer Portfolios of $10MM or more.
  • Minimum seven years of Customer/Client facing experience.
  • Minimum five years related Sales or Sales Support experience.
  • Knowledge of customer service principles and practices.
  • Experience communicating through multiple channels and handling multiple customer queries.
  

  We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.

• About the company

  Ariston Holding NV is an Italian corporation that produces heating systems and related products, marketed mainly under the Ariston, Chaffoteaux, Elco, Racold, Régent, Atag, NTI, HTP, Cuenod, Ecoflam and Thermowatt brands.

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