Lifecycle - Customer Experience Specialist

About the role

Be a part of the Future of Sustainable Water Solutions with Newterra! At Newterra, we’re not just engineering solutions—we’re redefining how industries manage water and wastewater sustainably. Every project we take on is a step toward a cleaner, greener planet, and our design team plays a vital role in making this vision a reality. That's why we're looking for a Customer Experience Specialist to join our mission.

Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers.
• Manage and maintain critical relationships with customers, channel partners, and potential customers.
• Consult with customers and gather technical information to identify and support the resolution of warranty issues, and, post-warranty parts sales.
• Demonstrate proficiency in discussing technical aspects of how products work with clients, partners, and others.
• Present accurate customer quotes for parts, services, and support, and actively present our company and products to current customers.
• Assembles supporting documents, costs, and pricing for review.
• Reviews customer specifications to see if requirements can be met.
• Works with Design Engineering team to ensure feasibility and applications engineering as required for additional support.
• Estimates costs using either historical costing data, vendor sourcing data, or a combination of both.
• Accurately record customer interactions in the CRM.
• Processes customer orders in accordance with established procedures.
• Provides technical detail and order status as requested.
• Pro-actively reach-out to customers and partners to ensure satisfaction, promote products, capabilities, and services, and seek out sales opportunities.
• Supports incoming customer inquiries, qualifies leads, and performs initial discovery in support of Sales.
• Works with Engineering, Operations, and/or Technical Services to create solutions in support of clients who are experiencing technical difficulties.

Requirements

• High school graduate or equivalent.
• Associate degree preferred.
• Mechanical background preferred but not required.
• Minimum 1 year of experience in customer service, sales, or related industry.
• Preferred experience in CRM or similar data management systems.
• Competent in Microsoft Office to include Word, Excel, PowerPoint, and Outlook.

Qualifications

• Self-starter with solid customer service and technical understanding skills.
• Adapted to working in teams and creating a fun team-selling environment.
• Ability to work collaboratively with others to achieve a common goal.
• Strongly oriented around creating a positive customer experience.
• Effective communicator with ability to listen, learn, discern, and act.
• Able to remain effective with multiple tasks and priorities.
• Self-motivated with a positive attitude.
• Able to work independently.
• Excellent problem-solving skills.

Skills

• Self-starter with solid customer service and technical understanding skills.
• Adapted to working in teams and creating a fun team-selling environment.
• Ability to work collaboratively with others to achieve a common goal.
• Strongly oriented around creating a positive customer experience.
• Effective communicator with ability to listen, learn, discern, and act.
• Able to remain effective with multiple tasks and priorities.
• Self-motivated with a positive attitude.
• Able to work independently.
• Excellent problem-solving skills.

Benefits

• Medical
• Dental
• Vision
• HSA
• Life Insurance
• AD&D
• STD
• LTD
• 401(k) Employer Match
• Paid Holidays
• Paid Vacation
• Sick Time

Pay

$24.04 - $31.25 per hour (Actual salary is based on geographic location, qualifications, and experience)

Schedule

Non-Exempt