Customer Relationship Specialist

Customer Relationship Specialist

The Customer Relationship Specialist plays a critical role in driving business growth and ensuring sales data integrity at Cold Jet. Reporting to the Hub Spot Platform Manager, this highly motivated self-starter is responsible for prospecting and lead generation, supporting Regional Sales Managers, and maintaining an organized, high-quality Hub Spot CRM ecosystem. The ideal candidate blends an inside sales proactive mindset with a keen eye for database hygiene and customer experience.

Key Responsibilities

• Prospecting & Business Development
• Partner with the Sales Managers to grow their territories and meet or exceed budgeted sales in their territories.
• Track and follow up on incoming leads, ensuring seamless handoffs to regional sales representatives.
• Conduct outbound outreach to prospective and existing customers using Cold Jet CRM software to qualify leads and identify machine sales opportunities.
• Perform "plant spotting" and outreach to identify and engage key champions at prospective customer accounts.
• Generate and present regular activity, pipeline, and effort reports to the Regional Sales Director and broader sales leadership.

• Database & Lead Management
• Maintain Hub Spot database integrity by enforcing strict formatting rules, record associations, and data completeness for U.S. and Canadian leads.
• Audit and manage new contact records generated via connected inboxes and service queues.
• Monitor central Marketing and Info inboxes, ensuring prompt responses or appropriate routing.
• Evaluate incoming inquiries outside Marketing Qualified Leads (MQLs) and route customer service requests via Cold Jet CONNECT.
• Utilize the Cold Jet CRM platform to build account maps and establish target buying groups, driving high-value opportunities at key target accounts.

• Customer Experience & Retention
• Serve as an internal champion for customer satisfaction by communicating customer feedback and needs to cross-functional teams.
• Monitor industry trends, competitor practices, and customer satisfaction metrics to help shape sales retention strategies.
• Maintain clear communication to set and manage customer expectations, maximizing long-term relationship value.
• Drive installed base growth by proactively tracking account assets, engaging key stakeholders, and surfacing revenue-generating upsell opportunities.

Position Requirements

• Education & Experience
• Bachelor's degree (preferably in Business, Sales, or Marketing) or equivalent professional experience.
• 5+ years of experience in inside sales, direct/indirect sales, or sales operations preferably within the capital equipment industry.
• Work Location:
  
  In-office attendance required daily at the Loveland, OH facility.

• Skill Competencies
• Technical Savvy:
  Ability to understand and discuss complex, technical capital equipment products at a functional level.
• CRM & Software Proficiency:
  Hands-on experience with CRM systems (Hub Spot preferred), Microsoft Office (Excel, Word, PowerPoint), and business intelligence tools (Power BI).
• Sales & Negotiation:
  Proven understanding of lead qualification, social selling, inside sales techniques, and value-proposition modeling (cost-benefit analysis).
• Organization & Execution:
  Exceptional planning, project execution, and multi-tasking abilities.

• Behavioral Traits
• Self-Driven & Assertive:
  Persistent in pursuing sales opportunities and achieving self-imposed and team goals.
• Strong Communicator:
  Skilled at relating to and collaborating with diverse internal and external stakeholders.
• Problem Solver:
  Innovative and resourceful when facing challenges or optimizing operational workflows.

Equal Opportunity Employer