Sales and Customer Service Specialist

About Highwood USA

Highwood USA is an entrepreneurial manufacturer serving the outdoor and backyard living markets with innovative, high-quality synthetic wood products. Our business has grown every year, and we continue to expand our revenues, customer base, and team.

About the Role

The Sales & Customer Service Specialist combines consultative sales with outstanding customer service. You will be responsible for responding quickly to incoming leads, developing customer relationships, providing product recommendations, preparing quotes, processing orders, and managing the customer experience from initial inquiry through fulfillment. The successful candidate will become an expert on Highwood's products, applications, competitive landscape, pricing, and value proposition. You'll work closely with customers and internal teams to ensure orders are accurate, delivered on time, and meet or exceed expectations.

Responsibilities

• Respond promptly to incoming leads from the Highwood website and other sources.
• Engage prospects to understand their needs and recommend appropriate products, applications, and options.
• Provide samples, catalogs, product information, and other resources to support the sales process.
• Use product knowledge and sales expertise to identify appropriate upselling and cross-selling opportunities.
• Develop accurate quotes, lead times, product availability, and other information based on customer requirements.
• Proactively contact existing and former customers to strengthen relationships and uncover new sales opportunities.
• Maintain accurate customer and prospect information in ERP and CRM systems.
• Track and monitor prospect and customer sales activity and data.
• Process sales orders accurately and on time.
• Collaborate with Operations to ensure orders are scheduled appropriately and customer expectations are met.
• Communicate proactively with customers regarding shipments, pricing, order status, and other relevant information.
• Manage the customer experience from order placement through delivery and resolution.
• Process order changes, replacement-part requests, proofs, corrections, and freight tracking.
• Resolve customer concerns and complaints professionally while working with internal teams to identify effective solutions and prevent recurring issues.
• Prepare and send customer invoices and coordinate with Finance regarding outstanding payments when necessary.
• Provide sales reports and data as requested.
• Assist with competitive and market research.
• Support other projects and responsibilities as assigned.

Requirements

We're seeking a motivated, customer-focused professional who can balance sales objectives with exceptional service. The ideal candidate is organized, detail-oriented, adaptable, and comfortable working in a fast-paced, team-oriented manufacturing environment.

Qualifications

• Associate degree (AA) or equivalent from a technical school in business or a related field.
• Minimum of 2 years of experience in sales, customer service, or a related role, or an equivalent combination of education and experience.
• Manufacturing experience is a plus.
• Strong sales and relationship-building skills.
• Excellent written and verbal communication skills.
• Demonstrated ability to build and maintain strong customer and internal relationships.
• Ability to professionally handle challenging or irate customers