Customer Experience Specialist

Job Summary:

Primary function is to increase sales by providing immediate & local, personalized support & communication
for our prospects and customers. The Customer Experience Specialist will be responsible for the managing &
directing of account relationships to service and retain commercial account customers and prospects. In
addition, assist with projects to sell Lavi products as well as develop new business relationships by calling on
prospective customers in targeted businesses.

Essential Duties & Responsibilities:

• Maintains critical duties while the Sales Executive is away from his/her office.
• Fully supports Sales Executive with customer/prospect inquiries, RFQ’s and RFP’s.
• Places orders for Sales Executive’s including quotes and samples.
• Develops and maintains small accounts and/or market to ensure maximum sales and profits.
• Make proactive calls to customers & prospects as directed to ensure customer satisfaction while
promoting new/additional products and services.
• Makes outbound lead follow-up calls to potential and existing customers via telephone and/or e-mail to
qualify sales leads and sell products and services.
• Tracks, prioritizes and coordinates requests for quotes.
• Assists in preparing proposals.
• Acts as a liaison between the customer, operations & customer service (i.e., Investigates customer
issues, documents findings, and takes corrective actions to resolve; Communicates with Sales, Shipping
& Finance, when necessary, etc.).
• Provide customers with timely status of technical and/or programmatic issues.
• Provide answers to daily customer correspondence.
• Contract Review and correction when applicable.
• Maintains a HIGH level of communication & supports remote salespeople.
• Mails / faxes catalogs, brochures & other marketing materials as directed.
• Provide technical product support to field sales and customer service.
• May participate in Trade Shows.
• Special projects or duties as assigned or required.

Qualifications / Skills:

• Associate’s degree or equivalent. Bachelor’s Degree preferred.
• Minimum of 2-4 years’ customer service or call center experience.
• Able to speak, read, write, and understand English, including simple correspondence & presentations.
• Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area,
circumference, and volume.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or
diagram form. Ability to professionally handle incoming calls with pleasant, informative, and courteous
attitude.
• Ability to effectively present information in one-on-one and small group situations to customers, clients,
and other employees of the organization.
• Ability to read and understand blueprints and architectural drawings preferred.
• Working knowledge of Microsoft Office, including Word, Excel, and PowerPoint. Working knowledge
of general office equipment and tools (copier, fax, scanner, internet, etc.).
• Must be highly organized and can work independently.
• Strong problem-solving skills and ability to prioritize work duties.
• Must have strong attention to details.
• Must be able to accurately enter orders, customer data, etc. into the system.