Sales Support Specialist

Title

Sales Support Specialist

Department

Business Development

Reports to

Vice President, Business Development

SEE YOUR CAREER THROUGH A NEW LENS WITH RPO!

RPO is a global leader in precision optical components, assemblies, and electro-optical systems. RPO specializes in a full spectrum of products & services including Design and Engineering, Visible and Infrared Components, Glass and Plastic Molded Aspheres, Thin Film Coating, Optical Assembly and Electro-Optical Systems Integration. As one of the fastest growing companies in Rochester, RPO offers exciting career paths to work on market-leading programs.

Rochester Precision Optics (RPO) is seeking a detail oriented, customer focused Sales Support Specialist to assist our Business Development team in managing daytoday customer interactions, quotes, order processing, and administrative sales functions. This role is essential to ensuring a smooth customer experience and supporting the growth of our catalog/standard product business.

You will work closely with Business Development, Inside Sales, Operations, and Engineering to keep information flowing, maintain accurate data, and help our team respond quickly and professionally to customer needs. This is not a direct sales or quota carrying role it is a critical support position that enables our sales team to operate efficiently and deliver exceptional service.

You Will:

• Serve as a primary point of contact for routine customer inquiries, providing timely and professional communication.
• Prepare and process quotes for catalog/standard products in coordination with Business Development and Inside Sales.
• Manage incoming orders and acknowledgements, ensuring accuracy in specifications, pricing, timing, and alignment with catalog SKUs.
• Track order status, delivery updates, reschedules, and expedites; communicate changes to customers and internal teams.
• Maintain accurate CRM (Hub Spot) and ERP (Epicor) data, ensuring clean records, consistent usage, and reliable reporting.
• Support the intake and routing of new catalog opportunities from the website, trade shows, and direct outreach.
• Coordinate internally with Operations, Supply Chain, Program Management, and Engineering to gather information needed for quotes, order updates, and customer responses.
• Assist with preparing customer-facing materials such as status updates, meeting notes, and follow-up communications.
• Participate in internal production/sales meetings to report on customer issues, open quotes, and order status.
• Collaborate with marketing/ecommerce teams to support catalog promotions, online inquiries, and product information updates.
• Help monitor key service metrics (lead time, on-time delivery, RMA status) and escalate issues when needed.

You Have:

Education & Experience

• Bachelors degree in business, marketing, or related field preferred; equivalent experience considered.
• 24 years of experience in sales support, customer service, order management, or administrative support (manufacturing or optics experience a plus).

Industry & Technical Knowledge:

• Comfort working in a manufacturing environment and communicating with technical teams.
• Ability to learn product details and translate them into accurate quotes and customer responses

Sales Support & Customer Service

Skills:

• Experience supporting sales or business development teams in a B2B environment.
• Strong attention to detail when preparing quotes, entering orders, and updating systems.
• Ability to manage multiple tasks, prioritize effectively, and follow through reliably.

Communication & Collaboration

• Clear, professional written and verbal communication skills.
• Proven ability to build trust-based relationships with demanding clients, partners, and internal teams.

Organizational & Problem-Solving Abilities:

• Strong organizational skills with attention to detail and the ability to manage multiple priorities.
• Proactive, adaptable and creative approach to solving customer challenges and uncovering growth opportunities.

Technology Proficiency:

• Proficiency with Microsoft Office (especially Excel).
• Experience with CRM systems (Hub Spot preferred).
• Experience with ERP systems for order entry and data management (Epicor a plus).
• Ability to learn new systems and processes quickly.

You Are:

• Results-Oriented:
  Motivated, hard-working and ready to level up.
• Curious:
  You never stop learning and have an insatiable desire to gain new skills and knowledge.
• Process Oriented: Well organized, demonstrating attention to detail.
• Analytical: Possess a If theres a problem, Ill find a solution attitude.
• Accountable:
  Demanding the highest quality from yourself and team members.
• Detail-Oriented: Have excellent time management and organizational skills.
• A Team Player: Reliable, collaborative, flexible with a positive get things done attitude.