Customer Experience Representative

About Us:
Summit Handling Systems, Inc. is an award-winning, third-generation, family-owned business with a 70-year legacy in the Northeast. As a trusted leader in the material handling industry, we are proud to be an authorized dealer of top-tier brands, including Toyota Material Handling, Bobcat, Doosan, Genie, JLG, and Advance. With five locations, over 180 employees, and continued growth, Summit is an essential player in the nation’s supply chain. Learn more at www.summithandling.com.

Salary Range:
$52,000 - 65,000 a year.

Join the Summit Handling Systems team as a Customer Experience (CX) Representative and help deliver the exceptional service our customers have come to expect. In this inside sales and customer service role, you’ll be the first point of contact for incoming customer inquiries, playing a critical part in shaping positive customer experiences and driving business growth. You'll manage customer interactions from initial inquiry through the sales process and beyond, ensuring every customer touchpoint reflects our brand values and builds lasting relationships.

Job Summary:

The Customer Experience (CX) Representative plays a vital role in managing the full customer journey — from responding to inbound leads to building and maintaining strong relationships with existing clients. As the first point of contact for many customers, you’ll deliver exceptional service while proactively identifying opportunities to support sales growth. In addition, you’ll oversee our Customer Satisfaction Program, ensuring we consistently meet and exceed customer expectations while driving long-term loyalty.

General Duties and Responsibilities:

· Customer Engagement: Interact with customers across multiple channels, handling both inbound and outbound communication to provide outstanding service, support, and timely assistance.

· Sales Development: Support sales growth by identifying and qualifying leads, sharing first-touch information with the sales team, and recommending additional products and services to meet customer needs.

· Lead Generation & Prospecting: Conduct research and leverage available tools to identify new business opportunities, helping to grow Summit’s customer base and expand market presence.

· CRM Administration: Accurately enter and maintain lead, account, and contact information in the CRM system to ensure organized, up-to-date records that support sales and follow-up efforts.

· Brand Promotion: Actively promote Summit Handling’s full range of products and services to current and prospective customers, strengthening brand awareness and customer loyalty.

· Post-Sale Follow-Up: Conduct proactive follow-up with customers after the sale, manage satisfaction surveys, and promptly address any concerns or issues to ensure a positive customer experience.

· Lead Coordination: Assign leads to the appropriate sales team member based on opportunity type, helping to optimize sales pipeline management and response times.

Qualifications:

· Proven experience in customer service and sales, preferably in a B2B environment

· Strong communication and interpersonal skills

· Proficiency in CRM systems and Microsoft Office Suite

· Ability to multitask and prioritize in a fast-paced environment

· Motivated self-starter with a proactive approach to problem-solving

· Bachelor's degree in Business Administration or related field (preferred)

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid holidays
• Retirement plan
• Vision insurance

Join us at Summit Handling Systems and be part of a dynamic team dedicated to delivering excellence in customer service and driving business growth. Apply now to embark on a rewarding career journey with us. 

Summit Handling Systems is an equal opportunity employer. All applicants will be considered for employment without attention to race, ethnicity, age, religion, gender identity or orientation, veteran status, or disability.