Job Description

About Our Client:

Our client, a prominent North American manufacturing firm, is looking to hire a Lead Sales Customer Experience Representative for its affiliate located in Northern California.

Responsibilities:

• Serve as the primary point of contact for sales team and customer inquiries related to products, services, pricing, orders, and account support
• Identify customer needs, recommend tailored solutions, and close sales opportunities when appropriate
• Support customer retention through proactive outreach, upselling, and cross-selling initiatives
• Resolve escalated concerns, complaints, and service challenges with effective problem-solving skills, professionalism, and sound judgment
• Deliver a consistent, high-quality experience across all channels: phone, email, chat, and in-person
• Manage customer pricing programs for annual bids and prescribed updates
• Assist in training, coaching, and mentoring Customer Experience Representatives to improve performance and service quality
• Monitor team workflow, activity, and service standards to maintain operational efficiency
• Model best practices with 360 degree customer engagement and sales support for the broader team
• Collaborate cross-functionally with sales, warehouse, marketing, and management teams to ensure customer needs are met
• Maintain accurate customer records, sales notes, and interaction history within CRM and related platforms
• Track customer feedback and proactively recommend improvements to processes, products, and service delivery
• Provides weekly, monthly, and quarterly sales reports
• Prepares and distributes marketing materials and product sample requests
• Ensure adherence to company policies, procedures, and service standards

Requirements:

• 5+ years of experience in customer service, sales support, or a retail/customer-facing role
• Strong communication, interpersonal, and conflict-resolution skills
• Demonstrated sales aptitude with the ability to identify opportunities and build lasting customer relationships
• Proficiency with CRM systems, Microsoft Office – particularly Excel and PowerPoint, and customer service platforms
• Detail-oriented with excellent organizational and follow-up skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong service mindset with a drive to go above and beyond
• Ability to work independently requiring minimal supervision
• Associate/Bachelor's degree
• Prior experience in a team lead, supervisor, or mentoring capacity
• Experience with order management and service recovery processes
• Experience with Salesforce CRM
• Quick learner with strong analytical and reporting skills
• Experience working in a manufacturing environment