Customer Experience Lead

**Overview: Customer Experience Lead**

The Customer Experience Lead roll works directly with inside and outside sales reps, house accounts, dealers (distributers/installers), and end users, delivering an exceptional Wood Tech experience. This position requires a high attention to detail, a general understanding of business operations, experience in furniture (preferably commercial office furniture), and an ability to manage a variety of sales and client relationship requirements. The Customer Experience Lead collaboratively works within a cross-functional team and is instrumental in supporting many of the day-to-day functions of the organization.

**Responsibilities**:
**Elevate the Client Experience**
- In this role you will be a primary point of contact for general questions, both pre-order and post-order. Be articulate and precise, yet friendly and welcoming in your communications.
- Be a solutions-oriented individual with goals of building customer loyalty by providing an exceptional experience.
- Build and strengthen relationships through technology.

**Sales Support**
- Be the face of the company, alongside inside sales and outside sales reps. Answer and route inbound inquiries and leads. Promote the company and products in every interaction.
- Curate and provide product information, create and transmit quotes to clients, and aid in the specification process.
- Assist dealers with standard quote or ROM requests, rendering requests, lookbooks and other design resources.
- Record and track sales opportunities in Salesforce for house accounts. Manage RFP (request for products) inquiries for house account.
- Host and facilitate outbound calls and zoom meetings/project meetings. Tie all internal and external parties together through intentional and effective communication.
- Anticipate customers’ needs and identify sales opportunities. Boost sales through upselling opportunities for house accounts.
- Process, pull, and ship finish sample requests.
- Support the implementation of internal sales initiatives for continuous improvement.

**Operations Support**
- Keep up with product and service information/updates.
- Assist with order entry (Review orders for mistakes and push orders from CPQ into Oracle).
- Transmit and ensure Validation Packages are signed in a timely manner by customers.
- Send order status updates to clients. Provide tracking, POD information, and installation instructions to clients post order.
- Track any post-installation punch items or warranty claims by creating and monitoring cases in Salesforce.

**Qualifications**:
Associate’s (A.A.) Degree from a two-year college or university; or minimum 2 years of sales or operations experience; or equivalent combination of education and experience; prior knowledge of commercial office furniture a plus; thorough knowledge of systems products a plus.
- Experience working in a fast-paced sales or design + sales environment.
- Experience in commercial furniture, industrial design, or interior design sectors.
- High level of experience working with Salesforce or similar CRM software and/or ability to quickly master internal computer operating systems.
- Exceptional customer service skills with ability to provide friendly, professional service to staff and clients.
- Must be self-motivated and able to accomplish tasks with mínimal supervision.
- Excellent communication skills, both written and verbal.
- Complex reading and writing skills, basic math skills, judgment/decision making, analysis/comprehension.
- Strong attention to detail and be able to anticipate client needs.
- Work independently as well as in a team environment.
- Analytical and problem-solving skills; planning and organizational skills.
- Display empathy, understanding and patience with employees and external customers.
- Bilingual: Proficient in English for business communication

Regularly works with a Team and may work alone at times.

**How to Apply**

Tipo de puesto: Tiempo completo, Medio tiempo

Sueldo: A partir de $35,000.00 al mes

Horas previstas: 40 por semana

Tipo de jornada:

- Turno de 8 horas

Lugar de trabajo: remoto híbrido en 45116, Puerta Aqua, Jal.

Fecha de inicio prevista: 03/02/2025