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IFG - International Financial Group · Phoenix, Arizona
Title: Sales Operations & Customer Support Specialist
Phoenix / Chandler, Arizona
Work Model:
Hybrid (Onsite as needed)
Job Type:
Contract
Schedule:
Monday–Friday | 40 Hours/Week
Job Overview
We are seeking an experienced
Sales Operations & Customer Support Specialist
to provide high-quality operational support to customers and internal sales teams.
The ideal candidate will have strong experience in
case management, CRM/ticketing systems, warranty coordination, operational reporting, and customer service
.
This role focuses on managing customer support requests, coordinating issue resolution, tracking service cases, supporting sales operations, and improving overall customer satisfaction.
Note:
This is an operations and customer experience position, not a quota-carrying sales role.
Key
Customer Support & Case Management
Manage customer support requests, warranty claims, and service-related inquiries.
Create, update, and track support cases using CRM or ticketing systems.
Coordinate with technical support teams to ensure timely issue resolution.
Monitor open, aging, and escalated cases and ensure consistent follow-up.
Maintain accurate case documentation and service tickets.
Communicate case status, resolutions, and next steps to stakeholders.
Sales Operations & Coordination
Support internal sales teams with operational activities and customer inquiries.
Assist with sales pipeline tracking, opportunity routing, and quote management.
Coordinate SMB sales opportunities with appropriate internal teams.
Ensure accurate tracking of customer requests, referrals, and outcomes.
Collaborate with cross-functional teams to streamline operational processes.
Reporting & Process Improvement
Maintain operational trackers and reports using Microsoft Excel.
Monitor key performance indicators, including case volume, resolution time, and escalations.
Analyze data to identify trends, operational gaps, and opportunities for improvement.
Prepare business updates, reports, and presentations.
Recommend process improvements to enhance efficiency and customer satisfaction.
Required
Bachelor's degree in Marketing or equivalent training.
5–7 years of relevant experience in customer support, sales operations, case management, or related functions.
Strong proficiency in
Microsoft Excel, reporting, and data analysis
.
Experience with
warranty management, device support, or technical service coordination
.
Strong ability to manage multiple priorities and follow through on customer issues.
Strong customer service orientation and attention to detail.
Preferred
Experience supporting technology products, commercial hardware, or enterprise devices.
Familiarity with Salesforce, ServiceNow, Zendesk, or similar CRM/ticketing platforms.
Proficiency in Microsoft PowerPoint, Copilot, and collaboration platforms.
Strong understanding of escalation management and warranty support processes.
What We're Looking For
The ideal candidate is a proactive, organized, and customer-focused professional who can take ownership of support requests, manage operational workflows, and ensure timely resolution of customer issues.
We value candidates who demonstrate strong analytical thinking, clear communication, attention to detail, and the ability to drive operational improvements.
Work Location
Candidates must be based in
Phoenix, Chandler, or surrounding Arizona areas
and be available to work onsite as required.
Details
| Company | IFG - International Financial Group |
| Location | Phoenix, Arizona |
| Type | FULL TIME |
| Niche | Commercial sales representatives |