Trade Sales Support Specialist

Responsible for providing sales support to both travel advisors and the Trade Sales team in an effort facilitate heightened levels of brand engagement and revenue generation that aligns with the company's goals and objectives. A Trade Sales Support Specialist (TSSS) will serve as a subject matter expert on all sales support functions including but not limited to booking issue resolution, dissemination of accurate information, company product knowledge, standard operating procedures and technical support of both internal and external company platforms and systems. A Trade Sales Support Specialist (TSSS) will take ownership of any business challenge, question and/or inquiry received from travel advisors via a dedicated Sales Support e-mail address and/or phone number as well as Trade Sales Team members and appropriately utilize the company's CRM as required. Build trust with travel advisors and create a positive perception of the company by providing excellent service, accurate information, on-going education and consistent communication.

Responsibilities and Accountabilities

• Provide travel advisors with excellent customer service when answering questions and addressing any booking issues either over the phone or via e-mail.
• Remain current on corporate information, policies, procedures, sales and marketing programs, corporate communications and related materials.
• Take ownership of any booking issues from receipt through resolution; always following corporate policies and procedures.
• Consistently communicate with the trade sales team (Regional Directors, Director, Strategic & National Accounts, etc.) regarding issues presented by travel advisors assigned to their respective territories and provide updates on any new or ongoing problem resolution activities and/or solutions presented.
• Process collateral requests under the direction and guidance of the marketing team.
• Become the Subject Matter Expert (SME) on company systems and platforms including the reservation system and CRM. Provide technical support for the Trade Sales team as necessary.
• Manage agency master database tasks as requested by supervisor. Tasks could include but not limited to uploading agency rosters, updating agency addresses and other information, deactivating agencies and agents, updating consortia and affiliations, updating sales districts and sales team territory assignments as well as trouble-shooting system related commission issues.
• Coordinate commission and invoice payment inquiries with the accounting department.
• Process any requests from travel advisors and the trade sales team that are supported by a company implemented SOP and/or sales related program (ie FAM cruises, ship tours and visits, travel advisor incentive programs, concession requests, etc.)
• Coordinate sales events and functions including compiling guest lists, sending invitations and managing RSVPs. Attend functions and events as requested.
• Perform other job-related functions as assigned by supervisor and/or executive management.

Skills and Abilities

• Self-motivated and results oriented; capable of working independently.
• Intermediate Microsoft Office Skills - Excel, Word, TEAMS and PowerPoint. Skilled in DocuSign.
• Positive, energetic, professional demeanor and caring attitude; able to manage adverse situations with empathy and sympathy.
• Must be able to tactfully manage adversity and travel advisors' issues in an attempt to find agreeable solutions while supporting the company's position and policies at all times.
• Seeks and presents solutions to problems.
• Excellent sales, customer service, problem-solving and decision-making skills.
• Excellent verbal and written communication with strong attention to detail and high level of accuracy.
• Adaptable to fast paced environment with able to manage shifting priorities.
• Proficient in working in a matrix organization and comfortable liaising with management at various levels.
• Must be legally authorized to work in the United States.
• Required travel is minimal (under 10%) however, able to travel for training and/or events as requested.
• High School Diploma/GED required.
• Associates Degree/Bachelor's Degree in a business related and/or equivalent experience preferred.
• Minimum 5 years customer service or sales experience in the cruise and/or travel industry.
• Extensive international destination knowledge, including Crystal destinations preferred.
• Strong understanding of the luxury cruise market and competitive set.
• Inbound customer service-related call center experience required.
• Experience using a Customer Relationship Management (CRM) platform to manage workload and track problem resolution a must.

• The ability to lift up to 35 lbs.

Education and Experience

This job description is not intended to contain a comprehensive listing of activities, duties or responsibilities that are required by the employee.