Customer Experience Specialist

IEG is a family of companies that provide essential products and services to the global waste and recycling industry. Our headquarters in Elgin, IL, supports a portfolio of companies, including Impact, Midland Chutes, and Northern Extrusion. Since 1999, Impact has been a leading supplier of container and compactor repair parts, helping customers reduce the environmental impact of new containers and compactors. We are committed to sustainability and supporting our customers with products that help address challenges in recycling contamination, organics recycling, and stormwater pollution.

Job Summary

We are looking for a dedicated Customer Experience Specialist to help us grow our customer base and provide outstanding service to both new and existing clients. This role combines inside sales with customer service responsibilities and involves significant interaction with our customers, internal departments, and external partners. You will be an integral part of our team, helping drive sales and fostering long-term relationships with customers in the waste and recycling industry. This position will require in office attendance Mon-Thurs with the WFH option for every Friday.

Key Responsibilities

Inside Sales and Customer Support

• Provide top-tier customer service, responding to inquiries, assisting with product needs, and addressing concerns promptly and professionally.
• Manage inbound customer inquiries, orders, and quote requests via phone, email, and eCommerce channels.
• Collaborate with various departments to streamline customer orders, provide product knowledge, and resolve any issues or questions.
• Generate, manage, and follow up on sales quotes for new and existing customers, meeting turnaround time targets.
• Process purchase orders, manage lead times, and effectively communicate updates to customers.
• Ensure that all customer records are accurately maintained in the CRM system and updated regularly.
• Stay informed about the full range of IEG products and services to effectively meet customer needs and support sales efforts.
  
  

Sales Growth and Relationship Building

• Develop new business opportunities by nurturing relationships with existing customers and engaging inactive accounts.
• Identify potential sales leads and opportunities through outbound sales efforts and relationship-building activities.
• Follow up on quotes, customer leads, and sales calls to ensure continued engagement and maximize conversion rates.
• Recommend new products or services to customers by analyzing their needs and identifying relevant solutions.
• Support Regional Sales Managers in their territories and help track sales performance and customer feedback.
• Report regularly on sales activities, including outbound efforts, opportunities, and feedback from customers.
  
  

Product Knowledge and Continuous Learning

• Maintain a deep understanding of all IEG products and the company’s value proposition.
• Continuously stay updated on new products, industry trends, and customer needs to provide accurate, high-quality service.
  
  

Qualifications

• Experience: Minimum 2-5 years of successful customer service / sales experience (inside sales, customer service, or a related field).
• Skills:
• Excellent communication skills (email, phone, video).
• Ability to build and maintain long-term customer relationships.
• Technologically proficient with CRM software, ERP systems, and other sales tools.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Ability to sell based on product positioning and unique features.
• Capable of managing and nurturing a large account base.
• Experience in outbound sales and relationship-building with B2B clients.
• Comfortable learning a broad product line with over 700 SKUs.
• Ability to understand and communicate technical product details clearly.
  

Why IEG?

• Attractive Compensation: Competitive base salary, commissions, and bonus opportunities above and beyond base salary.
• Career Growth: Opportunities for advancement within the company—previous inside sales managers have successfully moved up.
• Sustainability Commitment: Work for a company dedicated to environmental sustainability in the waste and recycling industry.
• Dynamic Team: Collaborate with a supportive and diverse team of marketers, engineers, and sales professionals.
• Remote Flexibility: Hybrid position with occasional visits to headquarters in Elgin, IL for training and team events.
  
  

Benefits

• 401(k) matching program.
• Health insurance options.
• Bonus potential
• Training and professional development opportunities.