Customer Experience Specialist - Zip Water

The Customer Experience Specialist is the crucial bridge between sales and marketing - ensuring a customer-centric experience from start to finish.

This role involves qualifying marketing and sales leads, collaborating with marketing to develop nurturing email campaigns, and working closely with the field sales and dealer sales teams to convert leads into successful sales.

Your focus will be on delivering a high-touch customer experience and supporting sales efforts to achieve our business goals.

Specific Job Function :

Sales Opportunity Management :

• Oversee and drive sales opportunities within Zip Water's new and replacement market pipeline.
• Work with the field sales team to identify and prioritize potential leads and opportunities.
• Monitor and track sales progress, ensuring timely follow-up and conversion of leads.
• Provide detailed reports on sales activities and pipeline status.

CRM Data Integrity :

• Update and maintain CRM data, including accounts, locations, and contracts, ensuring accuracy and completeness.
• Regularly review and clean CRM data to eliminate errors and duplicate entries.
• Assist in generating reports and analyzing CRM data to support sales and marketing strategies.

Pipeline Development and Lead Qualification :

• Assist in developing a high-quality sales pipeline for Zip Water by identifying potential leads and opportunities.
• Qualify Marketing Qualified Leads (MQL) from website form completions and drive awareness for sales opportunities.
• Nurture email campaigns by qualifying leads, assigning opportunities, and tracking engagement.

Collaboration and Communication :

• Collaborate with the field sales team to make outbound calls, convert sales leads, and drive business growth.
• Maintain clear and effective communication with customers and internal stakeholders through various channels.
• Provide feedback and insights to improve sales processes and customer interactions.

Qualifications :

• Bachelor's degree in Business, Marketing, or a related field preferred, or equivalent experience.
• 2-4 years of experience in sales support, customer service, or a related field.
• Proficiency in Salesforce and SAP is required.
• Previous internal sales representative experience is advantageous.
• Strong ability to make outbound calls and collaborate effectively with the sales team.
• Excellent verbal and written communication skills.
• Highly organized with strong attention to detail and ability to manage multiple responsibilities.

Competencies :

To perform the job successfully, an individual should demonstrate the following competencies in this position :

Customer Focus Accountable Resourcefulness

Organizational / Planning Team Player Analytical

Troubleshooting Initiative Adaptable

Integrity Detail Oriented Decision Making