Surge
Customer Engagement Specialist
As a Customer Engagement Specialist, you play a pivotal role in assisting the sales team, initiating and sustaining communication with core customers, fostering deeper relationships, identifying sales opportunities to drive growth, and delivering exemplary service ("white glove" service) to core and new customers. Your mission is to seamlessly integrate with the sales team, providing essential support to enhance their effectiveness and contribute to the overall sales success. Responsibilities Include: Support:
Provide administrative support to the sales team and key customers including: Order & Quote Processing Customer Inventory Management (as needed) Reviewing/Preparing Reports Customer Usage Margin Reports Backorder Open Orders At-Risk Customer Identifying Sales Gaps Customer Price and Cost Alignment Submit Form Requests Liaison between Sales and Internal Departments Sample Requests eCommerce Super User/ Live Chat Agent (where applicable) ERP Super User Manage/Create Customer Order Guides (as needed) Back-Up Support for Customer Solution Specialists Customer Relationship Management:
Support the sales team in developing and nurturing strong, long-term relationships with customers. Utilize Salesforce Upselling & Cross-Selling Activities Immediate Response to Customer Issues Attend Customer Meetings or Sales Rep Ride A-longs (as needed) Engagement Strategies:
Execute customer outreach strategies to enhance customer engagement and ensure their needs are met or to identify potential issues before they arise. Regular Cadence of Proactive Customer Outreach Activities Identify Customer Churn Risk New Customer Onboarding Product Knowledge:
Stay updated on new products and enhancements to provide accurate and current recommendations to Customers. Participate in Vendor Trainings and Sales Meetings to stay up to date on the latest Sales initiatives Notify Customers of New Products Other Duties as Assigned The ideal candidate will have: At least 2 years of Customer Service, Sales Support, or Inside Sales experience Excellent verbal and written communication skills that portray professionalism and strong interpersonal skills Proficiency with CRM software and Microsoft Office Suite (Word, Excel, PowerPoint) Keen attention to detail and accuracy in handling data and documentation A proactive nature with strong problem-solving skills Strong organizational and multitasking abilities Ability to work independently and collaboratively Ability to use technology effectively and excel as an E-Commerce and Live Chat support to customers Customer-centric with a focus on delivering exceptional service. Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person Full-Time
As a Customer Engagement Specialist, you play a pivotal role in assisting the sales team, initiating and sustaining communication with core customers, fostering deeper relationships, identifying sales opportunities to drive growth, and delivering exemplary service ("white glove" service) to core and new customers. Your mission is to seamlessly integrate with the sales team, providing essential support to enhance their effectiveness and contribute to the overall sales success. Responsibilities Include: Support:
Provide administrative support to the sales team and key customers including: Order & Quote Processing Customer Inventory Management (as needed) Reviewing/Preparing Reports Customer Usage Margin Reports Backorder Open Orders At-Risk Customer Identifying Sales Gaps Customer Price and Cost Alignment Submit Form Requests Liaison between Sales and Internal Departments Sample Requests eCommerce Super User/ Live Chat Agent (where applicable) ERP Super User Manage/Create Customer Order Guides (as needed) Back-Up Support for Customer Solution Specialists Customer Relationship Management:
Support the sales team in developing and nurturing strong, long-term relationships with customers. Utilize Salesforce Upselling & Cross-Selling Activities Immediate Response to Customer Issues Attend Customer Meetings or Sales Rep Ride A-longs (as needed) Engagement Strategies:
Execute customer outreach strategies to enhance customer engagement and ensure their needs are met or to identify potential issues before they arise. Regular Cadence of Proactive Customer Outreach Activities Identify Customer Churn Risk New Customer Onboarding Product Knowledge:
Stay updated on new products and enhancements to provide accurate and current recommendations to Customers. Participate in Vendor Trainings and Sales Meetings to stay up to date on the latest Sales initiatives Notify Customers of New Products Other Duties as Assigned The ideal candidate will have: At least 2 years of Customer Service, Sales Support, or Inside Sales experience Excellent verbal and written communication skills that portray professionalism and strong interpersonal skills Proficiency with CRM software and Microsoft Office Suite (Word, Excel, PowerPoint) Keen attention to detail and accuracy in handling data and documentation A proactive nature with strong problem-solving skills Strong organizational and multitasking abilities Ability to work independently and collaboratively Ability to use technology effectively and excel as an E-Commerce and Live Chat support to customers Customer-centric with a focus on delivering exceptional service. Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person Full-Time