Customer Experience Specialist

Avon Datacom Corp; Wise (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Avon Datacom Corp seeks aCustomer Experience Specialist to boost existing customer sales and develop new leads in Wise, VA. You will determine requirements, propose product solutions, and manage relationships through calls, emails, and in-person meetings.

Preferred candidates have sales experience or related education/certifications. Responsibilities include CRM/ERP data maintenance, order processing, and collaboration with marketing and operations to enhance customer service and brand awareness.

Qualifications

• Excellent verbal and written communication skills.
• Sales experience preferred.
• Industry certification / College degree, or some defined experience in the field.

Responsibilities

• Determine customer requirements and recommend product solutions.
• Market targeted product solutions to existing customers and sales leads.
• Develop new customer relationships via regular phone calls, emails, face to face meeting.
• Follow up on email marketing campaign hits.
• Follow up on Datacomtools.com buyers to convert to repeat customers.
• Track customer experiences across all Wise divisions.
• Educate customers with product/technical information including: terminology, features, benefits, cost savings.
• Setup and maintain customer contact information in both CRM and ERP system.
• Process customer transactions including orders, quotes, and returns accurately and timely.
• Support other sales reps when they are away from their desks.
• Communicate quotations with Outside Sales Reps and management.
• Cross-sell, up-sell, add-on sales and promotional items.
• Manage time effectively to meet sales goals and collaborate with teams.
• Collaborate with ops, marketing, and sales to enhance customer service and brand awareness.
• Social selling via WISE channels to connect with prospects and convert leads to opportunities.
• Contact customers after sales to ensure satisfaction and resolve complaints.
• Provide accurate pricing and availability for in-stock and non-stocking items.
• Track shipment dates and expedite as needed.
• Remain current on consumer trends, local codes, and product developments.
• Educate customers with product/technical information on terminology, features, and benefits.
• Identify trends in customer satisfaction as part of the Quality Review System.
• Notify purchasing of demand changes.

Skills

Excellent verbal and written comms.

Job description

Customer Experience (CX) Specialist

Job Objective

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

Job Responsibilities

• 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 Datacomtools.com 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 technicalinformation 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.

Required Experience & Skill Sets

• Excellent verbal and written communication Skills.

Preferred

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

Other Responsibilities – Not To Be Listed In Job Posting

• 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 technicalinformation 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.

Measurable Goals

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

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