Customer Experience

**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 communicationRegularly works with a Team and may work alone at times.**How to Apply**Tipo de puesto: Tiempo completo, Medio tiempoSueldo: $24,000.00 - $32,000.00 al mesHoras previstas: 40 por semanaLugar de trabajo: remoto híbrido en 45116, Puerta Aqua, Jal.Fecha de inicio prevista: 22/09/2025