Customer Experience and Account Representative

Lawson Products, Inc.; Chicago, Northern (IL, KY); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

401k

Medical insurance

Dental insurance

Vision benefits

Paid holidays

PTO

Job summary

Lawson Products, Inc. seeks an Inside Sales-focused Customer Experience & Retention Rep to drive revenue growth from a home office.

You will handle outbound and inbound sales for Lawson Products and Kent Automotive, building trusted relationships with new and existing customers while ensuring service continuity across channels. Responsibilities include prospecting, qualifying opportunities, maintaining a disciplined Sugar CRM pipeline, and coordinating warm handovers to new reps.

Qualifications

• Associate degree with 2+ years in outbound sales or customer-facing role.
• Experience using Sugar CRM for pipeline management and Five9 for dialing.
• Fluency with Lawson's VMI/CMI service model and sales channels.
• Strong MRO knowledge and multi-channel communication.

Responsibilities

• Make outbound and handle inbound calls to sell Lawson Products and Kent Automotive products and services.
• Prospect in assigned territory to acquire new customers.
• Qualify customers and develop service proposals with upsell opportunities.
• Maintain sales pipeline and forecast weekly, monthly, and quarterly.
• Document customer interactions in Sugar CRM.
• Provide account continuity coverage during transitions and leaves.
• Coordinate warm handovers to new reps and DSM.
• Escalate at-risk accounts to the District Sales Manager.
• Allocate retention support up to 20 hours per week during high demand.

Skills

Outbound sales

Customer retention

Pipeline management

Multichannel communication

Relationship building

Education

Associate degree

Tools

SugarCRM

Five9

Microsoft Office

Job description

Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.

The Customer Experience and Account Rep is responsible for driving revenue growth and customer loyalty through outbound sales while serving as a flexible account continuity resource for the Inside Sales organization. This role sells Lawson Products and Kent Automotive products and services to new and existing customers, and as business needs require, provides retention support including coverage for accounts in transition, coverage for leaves of absence, and warm customer handovers. The position combines proven sales execution with deep institutional knowledge of Lawson's customers, channels, and service models to deliver an exceptional customer experience at every touchpoint.

This role will work from a home office. We offer 401k, plus medical, dental and vision benefits, as well as a paid holidays and a PTO package.

Responsibilities:

Inside Sales (primary responsibility)

• Makes outbound and receives inbound sales calls from new and existing customers to sell Lawson Products and Kent Automotive products and services.
• Acquires new customers through prospecting in assigned territory, outbound marketing/lead campaigns, and referrals.
• Qualifies customers using value-based selling methods, researching customer history and business needs to develop complete service proposals and targeting upgrade and cross-sell opportunities.
• Builds a pipeline of future business and forecasts weekly, monthly, and quarterly sales metrics.
• Maintains disciplined pipeline hygiene in Sugar CRM — accurate stages, close dates, values, and documented next steps.
• Meets assigned performance factors within assigned parameters.

Customer Experience & Retention Support

(flexible, as business needs require)

• Provides account continuity coverage, including accounts in channel transition and accounts on leave-of-absence coverage, maintaining customer relationships and service levels until a permanent owner is assigned.
• Conducts warm customer handovers during account transitions, providing outbound introduction calls and emails that connect the customer with their newly assigned representative and DSM.
• Assists Customer Service with channel determination for accounts requiring routing expertise, leveraging knowledge of Lawson's VMI/CMI service model and ISR/field channel structure.
• Escalates at-risk accounts and customer concerns to the District Sales Manager promptly, with documented context.
• Documents all customer interactions and coverage activity in Sugar CRM.
• Retention support allocation is flexible and determined by business needs, typically up to one day per week or up to 20 hours per week during periods of elevated need (e.g., active leave of absence coverage or account transition waves). Allocation is set and reviewed by the District Sales Manager.

Qualifications & Requirements:

• Associate degree required, with at least 2 years of experience in outbound sales, customer retention, or a related customer-facing role, or an equivalent combination of education and experience. Established knowledge of MRO industry products, practices, and customer service models strongly preferred.
• Ability to use of CRM software, Sugar CRM, for pipeline management, activity logging, and account documentation
• Ability to use contact-center phone platform, Five9, for outbound and inbound calling
• Fluency in Lawson's VMI/CMI service model and the ability to explain and support it with customers
• Working knowledge of sales channel structure (Inside Sales and Field Sales) and when each best serves a customer
• Strong MRO, automotive, and specialty item product knowledge across Lawson Products and Kent Automotive lines
• Multi-channel customer communication skills, professional and effective by phone, email, and virtual meeting (Microsoft Teams or equivalent)
• Data-driven prioritization, able to use reports and dashboards to focus daily activity on the highest-value accounts and opportunities
• Excellent relationship-building and customer service skills, able to represent Lawson professionally during sensitive customer transitions
• Proven sales-closing skills with a customer-experience-first approach
• Strong planning and organizational skills, able to manage a sales pipeline and flexible coverage responsibilities simultaneously
• Ability to self-start, work independently, and adapt as business priorities and technology evolve, including adoption of new sales tools and platforms as they are introduced
• Proficiency with Microsoft Office products (Outlook, Teams, Word, Excel)

Our hourly rate for this role is $23.00 - $24.50.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.