Customer Experience Specialist

Customer Experience (CX) Specialist

• To increase the sales and profitability of existing customers.
• To develop new customer sales leads.

• Determine customer requirements and recommend specific products solutions.
• Market targeted product solutions to both existing customers and sales leads.
• Develop new customer relationships through regular phone calls, emails, face to face meeting.
• Follow up on email marketing campaign hits.
• Follow up on  buyers in order to convert to repeat customers.
• Track customer experiences across all Wise divisions.
• Educate and align customer experience strategies with marketing initiatives by providing product and technical information including: terminology, features, product benefits, cost savings
• Setup and maintain customer contact information in both CRM and ERP system.
• Process customer transactions including, but not limited to, orders, quotes, and returns accurately and in a timely manner. This includes processing ANY request from ANY customer who calls or walks in.
• Other sales representatives will be away from their desk at some point (vacation, meetings) and are dependent on the sales team members for support.
• Effectively communicate with Outside Sales Reps and Management on all customer quotations and other pertinent customer information.
• Continually evaluate opportunities with new customer leads to increase sales by cross-selling, up-selling, add-on sales and offering promotional sale items. Recommend alternate products based on cost, availability or specifications.
• Manage time effectively, meet personal sales goals, and work effectively with other members of the sales, purchasing, operation and accounting team.
• Collaborate with ops, marketing, and sales teams to enhance customer services and brand awareness.
• Social selling and effectively using WISE social media channels to connect with prospects, and develop connections with them to convert leads to opportunities.
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.
• Provide accurate information regarding price and availability of both in-stock items and non-stocking items from vendors.
• Obtain accurate information from vendors relating to shipment dates and expected date of delivery.; and monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Remain current on consumer preferences, changes in local codes, and product developments by attending sales meetings, vendor training and trade shows, or reading trade journals.
• Educate customers by providing product and technical information including: terminology, features, product benefits.
• Identify trends in customer satisfaction or dissatisfaction with management as part of the Quality Review System.
• Communicate to the purchasing department unexpected increases or decreases in demand for products.
• Present a professional image at all times to customers and vendors.
• Perform other duties as assigned.

• Excellent verbal and written communication Skills.

• Sales Experience Preferred.
• Industry certification / College degree, or some defined experience in the field.

• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.
• Provide accurate information regarding price and availability of both in-stock items and non-stocking items from vendors.
• Obtain accurate information from vendors relating to shipment dates and expected date of delivery.; and monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Remain current on consumer preferences, changes in local codes, and product developments by attending sales meetings, vendor training and trade shows, or reading trade journals.
• Educate customers by providing product and technical information including: terminology, features, product benefits.
• Identify trends in customer satisfaction or dissatisfaction with management as part of the Quality Review System.
• Communicate to the purchasing department unexpected increases or decreases in demand for products.
• Present a professional image at all times to customers and vendors.
• Perform other duties as assigned.

Exceed your monthly sales margin goal. Increase your annual gross margin dollars.

Increase the number of customers purchasing over $5,000 a year.