Customer Experience Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle incoming inquiries related to equipment sales and gather necessary information for appropriate assignment to an Equipment Solutions Consultant.

• Act as the initial point of contact for customer questions, ensuring timely routing and follow-up.

• Re-engage customers who have become inactive and convert them into active or recurring clients.

• Update customer records, activities, and opportunities within Salesforce.

• Utilize lubricant sample programs, installed base data, and historical customer information to pinpoint business opportunities and actionable items.

• Relay customer opportunities and recommended actions to the customer service teams.

• Execute outbound campaigns aimed at customer outreach.

• Document and track customer interactions, activities, and outcomes in Salesforce.

• Identify opportunities for quotations on equipment, parts, services, and other customer requirements.

• Recognize and communicate chances for warranty renewals and ACE Air End Protection Program opportunities.

• Collect customer feedback and relay insights to management.

• Prepare reports on activities, customer engagement, and opportunities.

• Engage in team meetings to provide updates on trends, opportunities, and retention efforts.

• Uphold high standards of customer service and professionalism.

• Ensure accurate maintenance of CRM and customer engagement tools.

• Create equipment proposals and quotations as necessary.

• Process successful orders for transfer to Equipment Order Management Specialists.

• Maintain proposal templates and documentation for equipment products.

• Assist with sales process administration during periods of increased workload or team absences.

⛳️ Requirements

• High School Diploma or equivalent; relevant industry experience may be accepted in place of educational qualifications.

• At least 5 years of experience in customer service, inside sales, customer support, sales support, or a related field.

• Exceptional verbal and written communication skills with a strong focus on customer service.

• Ability to cultivate customer relationships and communicate effectively via phone and email.

• Strong organizational skills with the capability to manage multiple tasks and priorities.

• Experience with CRM systems, preferably Salesforce.

• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.

• Ability to assess customer information and identify sales and service opportunities.

• Detail-oriented with excellent follow-up and documentation capabilities.

• Ability to work independently in a remote setting while collaborating with various teams.

• Preferred experience in industrial equipment, compressed air systems, manufacturing, distribution, or similar industries.

• Preferred experience using Salesforce or comparable CRM platforms.

• Preferred experience in supporting customer retention, outreach, or lead generation efforts.

🏝️ Benefits

• Equal opportunity employer.

• Safe workplace and adherence to safety rules and requirements.