Position:  Customer Experience Specialist

Reports to:  VP, Customer Experience

Summary:  Provide the highest level of service and accuracy to internal and external customers in preparation of sales proposals and other documentation related to all the company’s product and service offerings. This sales support position is involved in the preparation of sales proposals and other documentation related to the company’s product and service offerings.. In addition, this individual manages inside sales activities for routine orders from existing small accounts.

Responsibilities:

  • Ensure workflow / process responsibilities for this position are completed on all orders
  • Obtain correct site contact to coordinate scheduling of orders not assigned to PM
  • Completing Scheduling request for orders not assigned to PM
  • Resolve acknowledgements and pricing discrepancies
  • Getting right information, asking the right questions
  • POC during / after closing of sale
  • Ongoing communication with Customer / updates
  • Understanding scope of work
  • Bid Pricing
  • Auto pricing
  • General Pricing
  • Pulling Brochures and samples
  • COM Pricing
  • Sending quotes to customer and tracking POs received
  • Maintaining contract pricing (expiration dates, changes, etc.)
  • Help in entering specials with vendors
  • Maintain standard pricing tools
  • Entering PM/Labor/Service quotes
  • Fully understands GC contract for proper quoting
  • Completing Order worksheet for order placement
  • Continuous learning

The job requirements described below are representative of those that must be met by an employee to successfully perform the essential job responsibilities of this job.  The requirements are representative of the competencies, knowledge, skill, and / or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Competency Requirements:

  • Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
  • Decision Making/Judgment – Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others.
  • Product Knowledge – Knows and explains product features/benefits, understands/sells the full product line, understands customer’s business operations and needs, understands/responds to the competition, applies market knowledge.
  • Strategic Thinking – Creates and communicates a long-term vision, balances short and long term goals, keeps own and team’s work aligned with overall goals, understands the market and can predict change, understands the industry and the competition, creates and adjusts strategic plans.
  • Self Development – Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.
  • Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
  • Project Management – Establishes project goals, milestones, and procedures, defines roles and responsibilities, acquires project resources, coordinates projects throughout company, monitors project progress, manages multiple projects.
  • Communication – Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
  • Managing Conflict – Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.
  • Teamwork – Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
  • Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.
  • Interpersonal Skills – Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
  • Dependability – Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
  • Teamwork – Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
  • Sales Organization – Submits accurate and timely sales reports, maintains account records, uses samples/literature efficiently, maintains company equipment, uses consultants efficiently, maximizes sales promotions and incentive programs.
  • Customer Focus – Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.
  • Organizational Savvy – Operates within the organization’s formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others’ roles and perspectives, can sell projects and ideas across the organization.
  • Computer Skills – Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity.
  • Initiative – Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.
  • Multitasking – Manages multiple simultaneous activities or projects effectively; handles urgent requests and emergencies appropriately. (Not in SF)
  • Problem Solving/Analysis – Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
  • Quality – Accurately completes assigned tasks with thorough attention to detail; checks own work for accuracy and completeness; applies feedback to improve performance.
  • Results Focus – Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership/motivation.
  • Sense of Urgency – Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines.
  • Personal Organization – Keeps information organized and accessible, maintains clean/functional work space, works systematically/efficiently, manages time well.

Education and / or Experience:  Minimum 3-5 years’ administrative, purchasing, and/or customer service experience. Combination of formal education / training and experience will be considered.  High school diploma or GED; 4 year college a plus.

Computer Skills:  Demonstrates proficiency in Microsoft Word, Excel and Outlook. Demonstrates mastery of Hedberg. Knowledge of Microsoft Project a plus.

Other Key Skills and Abilities:

  • Strong aptitude for technology, excellent communication skills, highly organized, ability to effectively handle multiple concurrent tasks and meet deadlines, good numerical reasoning, attention to detail

Physical Demands:  While performing the duties of this job, the employee is regularly required to sit or stand; walk and talk or hear. The employee must frequently lift and/or move up to 25 pounds.

Primary Environment:  Ambient room temperatures, lighting and traditional office equipment found in a typical office. Occasional exposure to building areas where use of personal protective equipment such as hard hats, hearing protection and safety glasses may be required.

Creative is an EEO/AA/VEVRAA Employer

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