Kenan Advantage Group

Position Summary The Commercial Support Specialist provides administrative support to the Commercial team by maintaining accurate customer data and supporting daily commercial operations. This role is responsible for data entry and account maintenance in Salesforce and KAG's customer-facing platform, assisting with customer onboarding, account updates, reporting, and other administrative tasks. The position helps ensure data accuracy, efficient processes, and a positive customer experience through strong attention to detail and organizational skills. Essential Functions Maintain accurate customer and account information in Salesforce, KAG Trip Focus, and other commercial systems to ensure data integrity. Coordinate customer onboarding by managing account setup, required documentation, and system updates from start to finish. Support the Commercial team with administrative, operational, and reporting activities, including proposals, presentations, analytics, and KPI reporting. Generate, maintain, and distribute reports to support customer activity, sales performance, and leadership reporting. Build and maintain positive working relationships with customers, field sales representatives, operations, and internal stakeholders to ensure an exceptional customer experience. Serve as a resource for customer data, CRM, and customer portal inquiries, including providing training and support for KAG Trip Focus. Identify opportunities to improve processes, streamline workflows, and enhance data quality across commercial systems. Maintain accurate records of customer and sales activity within Salesforce and other commercial platforms. Participate in customer meetings, conferences, and other commercial events as needed (approximately 10% travel). Perform other duties and special projects as assigned. Experience with CRM systems, preferably Salesforce. Minimum of 2 years customer-facing role, transportation and/or logistics experience is a plus. Strong Communication skills: written and verbal Experience working with Microsoft 365 platform and products. Customer-focused with a collaborative, team-oriented approach. Self-motivated, dependable, and able to work independently while contributing to a team environment. Strong attention to detail with excellent organizational and time management skills. Willingness to travel up to 10% as needed. Some additional items would be required continuing educational classes (Sandler or other job specific classes) Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to: Promote positive work habits including effective and timely communication, teamwork and respect for co-workers. Provide constructive guidance to other employees and representatives of third parties. Contribute to providing the highest quality of products and services to customers.

Position Summary This position primary function is to resolve calls and support tickets Essential Functions Answer calls and respond to tickets and emails Quickly and accurately determine incident scope and impact. Provide support and resolve problems to the end users satisfaction Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket or email Monitor tickets assigned to the queue and process first-in first-out based on priority Troubleshoot issues with end-users and work toward first call resolution Deliver high quality assistance to on-site and remote personnel Utilize and maintain the Support Center tracking software by maintain issues in the system from first contact with end user including responsibility for call ownership Document all information according to standard operating procedures Install, test and configure new workstations, peripheral equipment and software Maintain inventory of all equipment, software and software licenses Manage PC / Laptop setup and deployment for new employees using standard hardware, images and software Setup new employees / consultants / Vendors information into Active Directory Assign users and computers to proper groups in Active Directory Perform timely workstation hardware and software upgrades / break fix as required Identify and Escalate problems as required to support teams. Act as a liaison between customers and technical escalation teams. Update the internal knowledgebase with issue resolution details Support computers, laptops, tablets, smart phones and applications Assist users in detecting and removing viruses, spy ware, and other malicious software Qualifications High School diploma or equivalent 2 years of related work experience Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to: Promote positive work habits including effective and timely communication, teamwork and respect for co-workers. Provide constructive guidance to other employees and representatives of third parties. Contribute to providing the highest quality of products and services to customers.