Sales Support Analyst

Job Description

As the Customer Service Sales Support Analyst / QA Administrator, you will be responsible for managing the order to invoice process for customers including timely delivery, meeting customer requirements, and accurate invoicing. Sales Support Analyst takes the lead on all portal invoicing processes and troubleshooting. Run daily reports on portal order status and follow up with CAS to insure processing. Responsible to work with our customers to resolve portal issues. Lead efforts to convert non-portal customers to EDI. 

The role is also responsible for supporting the Americas sales team direct business-to-business sales as well as indirect sales activities through our distribution network.  You will develop and maintain favorable relationships with internal personnel throughout the Americas to assist in meeting their needs.  This role is responsible for supporting activities of the Salesforce CRM (Customer Relationship Management) Database for the Industrial Products team as the subject matter expert.

Location: 
This position will be based at our North American Headquarters office in Creve Coeur, MO (St. Louis) or will work remotely as a home-based employee if not local to the St. Louis area. 

I’m interested! What will I get to do in this position? 

• Adhere to company policies and procedures.
• Serve as the IP business SME for CRM changes/customizations.
• Engage with customers on forecast requirements and inquiries.
• Collaborate with Sales, Finance, Warehouses, and Transportation to ensure smooth order processing and shipping.
• Enter orders in SAP and manage EDI, email, and phone communications.
• Handle export management, including documentation and coordinating with freight forwarders.
• Support sales with issue resolution, pricing, RFQs, and customer follow-ups.
• Resolve customer inquiries on shipments, pricing, payments, and product availability.
• Manage sample requests, tracking progress in CRM and collaborating with Sales.
• Transmit required documentation (MSDS, COA, etc.) to customers.
• Operate customer service and CRM software for order management and customer data maintenance.
• Facilitate process improvement projects and customer feedback reports.
• Handle customer complaints professionally, track issues, and collaborate for resolution.
• Maintain quality standards, documentation, and contribute to surveys and audits.
• Drive continuous improvement through data analysis and corrective actions.

What skills and experience do I need to be successful in this role? 

• 5+ years of relevant experience
• High accuracy, service-oriented mindset, and adaptability to diverse business cultures
• Strong problem-solving, prioritization, and proactive thinking skills
• Customer-focused, communicative team player with a sense of responsibility
• Open-minded with a broad perspective across territories and business units
• Proficiency in CRM software, Ariba, or similar portal systems
• Strong ability to identify and address customer or distributor business issues
• Excellent organizational, communication, and relationship-building skills
   

What will set me apart?

• Bachelor’s degree
• Experience with Portals and SAP
• Proficiency in Salesforce or other CRM systems
• Strong skills in Microsoft Word and Excel

Compensation at ICL: If you are hired at ICL, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. We also offer a generous benefits package (more information on benefits listed below).

Salary Range: $40,000 - $65,000

Annual Bonus Target: 5%, subject to plan provisions.
 

We've Got You Covered
ICL is committed to offering you a comprehensive set of benefits to empower you and your family physically, mentally, emotionally, and financially. The benefits we offer to our diverse and inclusive workforce include:

• Competitive base pay and performance bonus
• Medical, dental, vision, and life benefits that start quickly – the first of the month after hire
• Tax-advantaged health savings and spending accounts (when applicable)
• Wellness Incentive Program to lower your health insurance cost
• Generous Leave and FMLA policies
• Prescription program that provides most generic maintenance medications at no cost (including Insulin products & EpiPens)
• 401k eligibility from day one of employment with a generous company matching contribution. 100% vested after one year of service
• Employee Assistance Program
• Student Loan Assistance
• Free membership to a program that offers various discounts for travel, entertainment, groceries, and much more

Who is ICL?

ICL Group is a leading global specialty minerals company, which creates impactful solutions for humanity's sustainability challenges in the food, agriculture and industrial markets.  ICL leverages its unique bromine, potash and phosphate resources, its global professional workforce, and its sustainability focused R&D and technological innovation capabilities, to drive the company's growth across its end markets. Our agricultural products feed the world’s growing population, our food additives enable greater access to higher quality food, our potash and phosphate products are essential components for the pharma industry and our bromine-based materials and phosphates contribute to a more energy efficient and environmentally friendly planet.  ICL benefits from its advantageous size, geographical spread, and operational flexibility. With a culture based upon leadership, innovation, and sustainability, ICL is well positioned to be an Employer of Choice within the communities in which we operate.  ICL shares are dual listed on the New York Stock Exchange and the Tel Aviv Stock Exchange (NYSE and TASE: ICL).  The company employs more than 12,500 people worldwide, and its 2023 revenues totaled approximately $7.5 billion. 

To learn more about ICL, visit the company's global website www.icl-group.com. 
 

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Equal Opportunity/Affirmative Action Employer Minorities/Women/Veterans/Disabilities