Our client, a prominent North American manufacturing firm, is looking to hire a Lead Sales Customer Experience Representative for its affiliate located in Northern California.
Responsibilities:
Serve as the primary point of contact for sales team and customer inquiries related to products, services, pricing, orders, and account support
Identify customer needs, recommend tailored solutions, and close sales opportunities when appropriate
Support customer retention through proactive outreach, upselling, and cross-selling initiatives
Resolve escalated concerns, complaints, and service challenges with effective problem-solving skills, professionalism, and sound judgment
Deliver a consistent, high-quality experience across all channels: phone, email, chat, and in-person
Manage customer pricing programs for annual bids and prescribed updates
Assist in training, coaching, and mentoring Customer Experience Representatives to improve performance and service quality
Monitor team workflow, activity, and service standards to maintain operational efficiency
Model best practices with 360 degree customer engagement and sales support for the broader team
Collaborate cross-functionally with sales, warehouse, marketing, and management teams to ensure customer needs are met
Maintain accurate customer records, sales notes, and interaction history within CRM and related platforms
Track customer feedback and proactively recommend improvements to processes, products, and service delivery
Provides weekly, monthly, and quarterly sales reports
Prepares and distributes marketing materials and product sample requests
Ensure adherence to company policies, procedures, and service standards
Requirements:
5+ years of experience in customer service, sales support, or a retail/customer-facing role
Strong communication, interpersonal, and conflict-resolution skills
Demonstrated sales aptitude with the ability to identify opportunities and build lasting customer relationships
Proficiency with CRM systems, Microsoft Office –particularly Excel and PowerPoint, and customer service platforms
Detail-oriented with excellent organizational and follow-up skills
Ability to manage multiple priorities in a fast-paced environment
Strong service mindset with a drive to go above and beyond
Ability to work independently requiring minimal supervision
Associate/Bachelor's degree
Prior experience in a team lead, supervisor, or mentoring capacity
Experience with order management and service recovery processes
Experience with Salesforce CRM
Quick learner with strong analytical and reporting skills
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