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Customer Experience Specialist
1 month ago
"If you are ready to work in an environment where you are allowed the freedom and responsibility to act like an owner, and have a passion for helping customers, you won't regret joining Clickstop" - Tammy, Current Employee
The Customer Experience Specialist for Pepper Joe's is responsible for delivering an outstanding customer experience, identifying and qualifying sales opportunities, and driving growth while ensuring high standards in service quality. This role combines sales skills, customer service excellence, and a focus on quality control to enhance the customer journey and improve processes across every customer interaction. The specialist actively identifies areas for improvement, leads quality control initiatives, and collaborates with other team members to refine processes, fostering a customer-centered and results-oriented environment.
KEY AREAS OF RESPONSIBILITY
Customer Qualification & Opportunity Recognition
- Qualify and assess customer needs, entering detailed insights into the NetSuite CRM to inform team members and accelerate potential high-value opportunities.
- Recognize new sales and service opportunities, maintaining a proactive approach to customer engagement that fosters long-term relationships and drives repeat business.
Recognize Opportunity
- Excel at recognizing opportunities beyond the customers perceived need.
- Recognize when a great long-term customer is present. Provide a great experience for that customer and follow up strategically.
- Understand that capturing the sale early is an important factor. Sell with a sense of urgency and provide quick response times to customers in order to gain their confidence and their business.
- Be curious, ask questions, and get sales.
Sales Growth & Profitability
- Understand how margins work and use that to make profitable decisions for Clickstop.
- Learn and protect the market price by asking questions and collaborating as needed.
- Strong negotiating skills are needed to effectively navigate the complex sales, build programs and gain customers.
- Manage and communicate a pipeline of opportunities.
- Customer Service Excellence & Relationship Building
- Deliver an industry-leading customer experience by promptly addressing inquiries, resolving issues, and maintaining open communication.
- Engage with customers across multiple sales channels, via phone call and email, consistently enhancing brand reputation and prioritizing ease of interaction and effective follow-up.
- Quality Control & Continuous Improvement
- Partner with teammates across the organization to identify gaps in quality and implement control measures that address recurring issues.
- Analyze service and sales processes, share data-driven insights, and develop solutions to improve the customer experience, reduce errors, and increase efficiency.
Product, Vendor, and Application Expertise
- Gain comprehensive knowledge of products and services offered, becoming a reliable resource for customers and an expert for internal teams.
- Collaborate with vendors, support the sourcing team with quality-focused feedback, and make informed decisions related to product applications and delivery.
Additional Responsibilities
- Engage in the training and onboarding of new team members, offering coaching and accountability aligned with quality standards.
- Actively participate in cross-departmental initiatives to strengthen the customer experience, including monitoring carrier exceptions, managing claims, and providing proactive updates on order status.
What success looks like in this role:
Success is marked by consistent delivery of exceptional service and sales outcomes, a deep understanding of quality control practices, and the ability to drive meaningful change. Customers are highly satisfied and loyal, referring others and asking for you by name. Internally, this role actively contributes to building an engaged, improvement-focused culture that aligns with company goals and upholds Clickstop's standards of excellence.
Your work environment & position details:
- Environment: On-Site, equipment provided; flexible hours as needed
- Physical Demands: Primarily sedentary with some product handling
- Required Education & Experience: Previous experience in customer service, sales, or quality control preferred
What Clickstop provides:
- The opportunity to pursue your best self (as an employee, parent, partner, citizen, etc.) We believe coming to work shouldn't be transactional, but instead should be a purpose-driven experience.
- An entrepreneurial environment where opportunities are endless for those who seek them.
- Recognition for personal, team, and company accomplishments, because Clickstop's success is a reflection of your engagement and excellence.
- Professional and personal development opportunities.
- We offer great benefits, a competitive compensation package, and a generous amount of time off. But what truly sets us apart is how we work and the environment we work in
- Full-Time benefits include:
- Health Insurance ($0 Premium Option)
- Dental & Vision Insurance
- 401K Match
- PTO, Paid Holidays, and Volunteer Time Off
- Life and Disability Insurance
- ESOP - After one full year of service and minimum hour requirement is met
This role is an onsite position, reporting to Urbana, Iowa.
Must be authorized to work in the United States.
