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. 
• Music industry exposure gained through education, prior work, or personal performance is a plus. 

What Success Looks Like in This Role: 

• Accurate and timely entry of sales orders and return authorizations within department standards. 
• Clear, responsive communication with customers, dealers, Sales, Finance, Operations, and the third-party logistics partner. 
• Consistent support and maintenance of the open orderbook, including updated shipping dates and follow-through on shipment issues. 
• Positive, productive customer relationships and dependable support for changing business needs. 

Why This Role Is Worth Your Time:

• You will play a direct role in the customer experience by helping orders move accurately from purchase order through shipment. 
• You will work across Sales, Finance, Operations, dealers, and logistics, giving you broad exposure to the US business. 
• You will support music and audio technology products used by creators and professionals around the world. 

Comprehensive Benefits Package: 

Comprehensive Benefits include health insurance covered by Focusrite Group at 100% for employees and 75% for dependents, dental and vision insurance, life insurance, short- and long-term disability, 401K with employer match, 28 days PTO, Employee Assistance Program, Group Bonus Scheme, and generous staff discounts on company products and merchandise.  

Focusrite Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.