The Sales Support Lead is a key member of the SPY+ North America team, serving as a primary support resource for Outside Sales Representatives, Internal Sales, Authorized Dealers, and B2B accounts. This role combines B2B Customer Service, Sales Support, Account Development, and proactive outbound sales. The Sales Support Lead is responsible for maintaining strong dealer relationships, supporting the Sales team in the field, resolving account and order needs, and proactively identifying opportunities to increase account activity, re-engage inactive dealers, and generate incremental business. The ideal candidate is organized, commercially minded, confident on the phone, highly responsive, and passionate about the SPY+ brand and lifestyle. The Sales Support Lead bridges Customer Service and Sales while supporting today's business proactively creating opportunities for tomorrow's business.
Key Responsibilities
B2B Customer & Sales Support
Serve as a primary point of contact for SPY+ Authorized Dealers and B2B accounts.
Support Outside Sales Representatives with order entry, account requests, product availability, pricing, promotions, and follow-up.
Process and manage Sales Orders, RMAs, returns, credits, backorders, cancellations, and order adjustments accurately and efficiently.
Research and resolve account, order, shipping, and product-related issues.
Coordinate with Sales, Operations, Logistics, Accounting, Marketing, and Customer Service to ensure timely resolution.
Assist Sales Representatives with dealer follow-up, open orders, product needs, and territory opportunities.
Maintain strong working knowledge of SPY+ products, programs, promotions, policies, and procedures.
Outbound Sales & Account Development
A core responsibility of the Sales Support Lead is to proactively create business opportunities rather than simply respond to existing demand.
Conduct consistent outbound calls to B2B accounts and Authorized Dealers.
Re-engage inactive, declining, or underperforming accounts.
Identify opportunities for At Once, fill-in, seasonal, and incremental orders.
Review account history and purchasing patterns to identify opportunities for additional products, SKUs, colors, or assortment expansion.
Follow up on product launches, promotions, seasonal transitions, and Sales Representative opportunities.
Support Outside Sales Representatives with targeted account outreach.
Develop creative, company-approved solutions to refresh accounts and generate new business, including promotional opportunities, product refreshes, credits, and structured return/reorder programs.
Track outbound activity and measurable sales opportunities.
The objective: Don't wait for the order. Help create the order.
Systems & Operations
Maintain accurate information within NetSuite, and other company systems.
Assist with account setup, order research, RMA processing, reporting, and data maintenance.
Identify recurring operational issues and communicate opportunities for process improvement.
Follow established SOPs while helping develop and improve procedures when appropriate.
Support special projects and initiatives assigned by Sales or Customer Service Management.
Sales Incentive Opportunity
Because proactive account development and outbound sales are an important part of this position, the Sales Support Lead may be eligible for a performance-based incentive program in addition to regular compensation. The program is designed to reward measurable contributions to account reactivation, incremental sales, outbound activity, and other Sales-approved performance objectives. Specific incentive structure and eligibility requirements are established separately by management.
Sales Support Lead • Carlsbad, CA, United States
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