What are the responsibilities and job description for the Customer Service & Sales Support Specialist position at Velocity Search Group?
Customer Service & Sales Support SpecialistElevate Customer Experiences and Drive Growth: Customer Service & Sales Support Specialist in Lawrence, MADo you excel at turning conversations into connectionsand connections into opportunities? If you combine empathetic customer service with a knack for spotting sales potential, our clienta dynamic player in the food industryis looking for a Customer Service & Sales Support Specialist to join their Lawrence, MA team. This full-time, onsite role (local candidates only; no relocation) is ideal for professionals who thrive on resolving issues while uncovering ways to enhance customer value and boost revenue.Why This Role Will Challenge and Reward YouYou'll lead consumer interactions across phone, email, and chat, not only resolving inquiries with brand-aligned empathy but also identifying upsell moments, nurturing leads, and contributing to sales targets. From refining processes and reporting on trends to collaborating on monthly insights, you'll play a key part in both customer satisfaction and business growthall in a supportive, full-time environment in Lawrence, MA.Key ResponsibilitiesInquiry & Engagement Leadership: Manage intake and deliver tailored responses to consumer questions via phone, email, and chat using Zendesk, while weaving in opportunities to recommend products or services that align with their needs.Sales Integration: Proactively identify upsell and cross-sell opportunities during interactions, track leads, and follow up to convert inquiries into sales, supporting monthly revenue goals.Reporting & Strategy: Assist in preparing monthly customer service and sales reports, highlighting trends, issues, and improvement ideas during team meetings.Process Optimization: Contribute to enhancements like FAQ development and workflow refinements that streamline support and amplify sales efficiency.Team & Business Adaptability: Collaborate independently or with the team to handle time-sensitive requests, juggle projects, and adapt to evolving business demands.What Our Client Is Looking ForAt least 2 years of experience in customer service (B2C preferred), with demonstrated success in sales or lead generation from support interactions.Proficiency in Microsoft Office (Outlook, Word, Excel) and hands-on experience with Zendesk and e-commerce platforms.Strong, adaptable communication skillsverbal and writtenwith active listening, empathy, and the ability to pivot from problem-solving to persuasive recommendations.A positive, patient approach to service, coupled with sharp problem-solving, attention to detail, and integrity in all dealings.Ability to balance teamwork with independent execution under deadlines, while managing multiple priorities.Genuine interest in and knowledge of the food industry to inform authentic, value-driven sales conversations.What They Offer in ReturnA full-time position in a vibrant Lawrence, MA office, with a culture that celebrates collaboration and impact.Opportunities for professional development in both service excellence and sales techniques.Competitive compensation, benefits, and a balanced work environment that values your contributions to customer loyalty and revenue.Local to Lawrence, MA and eager to blend service with sales success? Apply today by submitting your resume and completing our concise questionnaire to dbennett@velocitysearch.net. We're reviewing applications on a rolling basissecure your spot in this rewarding hybrid role!Our client is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, or any protected status.
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