Sales and Customer Experience Specialist

Summary

The Sales and Customer Experience Specialist serves as a primary point of contact for commercial and retail customers, sales representatives, distribution partners, and internal departments. This role is responsible for managing customer orders throughout the order lifecycle, resolving complex service issues, supporting sales initiatives, and ensuring a positive customer experience. The position requires strong communication, problem-solving, and organizational skills, as well as the ability to coordinate effectively across multiple departments to meet customer expectations and business objectives.

Essential Duties & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Enter incoming orders that are received via fax, phone, email and EDI for commercial accounts. 
• Process warranty replacement orders requested by the retail customer base. 
• Handle general Customer Service calls including but not limited to shipment tracings, damages, shortages and mis-delivered orders, including investigative research when needed.
• Support outside sales team with sample requests as well as assisting with new account set ups for direct accounts. 
• Works closely with the shipping department that all orders are shipped in a timely fashion.
• Other duties as assigned.

Education and/or Experience

• Bachelor’s degree from an accredited four-year college or university, or two to three years of related experience and/or training, or an equivalent combination of education and experience.
• Proficient experience in ERP Systems

Other Skills

• Language skills:  Ability to read, analyze, and interpret complex documents in English.  Ability to respond effectively to the sensitive inquiries or complaints.  Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.
• Mathematical skills:  Ability to work with mathematical concepts.
• Reasoning:  Ability to define problems, collect data, establish facts and draw valid conclusions.  Ability to interpret an extensive variety of information.
• Computer skills:  Knowledge of Microsoft Office Suite, ability to learn and navigate computer programs as required.

Competencies

• Communication: Effectively communicate to both internal and external business partners by sharing expertise to encourage accomplishment of shared business goals. 
• Emotional Intelligence:  Demonstrates empathy, self-awareness, professionalism, and sound judgment when interacting with customers and colleagues. Effectively manages difficult conversations, adapts communication style to the audience, and maintains positive working relationships while navigating challenging situations.
• Teamwork and Collaboration: Actively support and collaborate with peers and team members to contribute to overall company success.
• Knowledge: Display knowledge of department, applicable products, services and business objectives. Demonstrate a continuous learning mindset through continued professional and personal development.
• Accountability: Follow through with tasks and responsibilities in an appropriate and timely manner.
• Work Quality: Produces results, meets goals, and provides services that meet or exceed EHOB’s standards.
• Adaptability: Readily and effectively adapts way of working, thinking and acting in response to changing workplace conditions, targets or goals.
• Strategic Thinking: Demonstrate ability to understand a situation or obstacle from all perspectives.
• EHOB Ambassador: Reflect EHOB’s mission, vision and values.
• Attention to detail: Much of what we do in customer service requires the utmost attention to detail to ensure orders are entered and delivered in a timely and accurate manner.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; risk of electrical shock; risk of radiation and vibration. The noise level in the work environment is usually moderate. 
EHOB does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status or military service.