Customer Engagement Specialist
About the role
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 "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
- Provide administrative support to the sales team and key customers through:
- 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
- E-Commerce Super User / Live Chat Agent (where applicable)
- ERP Super User
- Manage/Create Customer Order Guides (as needed)
- Back-Up Support for Customer Solution Specialists
- 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)
- 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
- 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
- Additional duties or special projects as assigned.
Requirements
- At least 2 years of Customer Service, Sales Support, or Inside Sales experience
- Excellent verbal and written communication 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
Pay
The pay range for this role is $22.00 - $26.50 per hour. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations.
Benefits
- Medical, dental, and vision insurance
- Life and disability insurance
- Flexible spending accounts
- Employee Assistance Programs (EAP)
- 401(k) Retirement plan with company match
- Generous paid time off package
- Educational reimbursement
- Paid family leave
- Adoption assistance
About the company
Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution—delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus.
We offer a dynamic environment for our employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities.