Customer Relationship Specialist

Please Note: This role will be onsite 5 days per week for the initial training period and move to a hybrid schedule after that.

JOB SUMMARY:

The Customer Relationship Specialist optimizes the sales process by ensuring the sales teams are equipped with the tools, insights, and resources they need to succeed. The Customer Relationship Specialist will manage customer portals, oversee contract lifecycles, develop sales playbooks, facilitate communication between teams, and drive performance through data analytics and alignment with marketing efforts.

ESSENTIAL JOB FUNCTIONS

Customer Portal Management:

• Manage and oversee the end-to-end order lifecycle through customer portals
• Ensure smooth and efficient processing of customer orders, tracking all stages from order creation to fulfillment

Contract Management:

• Collaborate closely with the Order Management (OM) team to facilitate the processing of new contracts
• Manage existing contracts, track expiration dates, and ensure continuous contract alignment to maintain a healthy sales pipeline
• Support inside sales teams by filling the funnel with renewed or new contract opportunities

Playbook Creation and Management:

• Develop, validate, review, and maintain comprehensive sales playbooks for various processes such as Order Management, Sales, and Inside Sales
• Ensure all playbooks are aligned with ISO standards and serve as key onboarding tools for new team members

Sales Communication:

• Act as a liaison between Field Sales and Inside Sales to facilitate seamless communication regarding sales bids, invoicing, and account allocations
• Resolve any communication issues between teams to ensure alignment on objectives and targets

Performance Analytics:

• Drive data-driven decision-making by implementing robust analytics frameworks.
• Track and analyze KPIs such as inside sales performance, order accuracy, pipeline health, and tool automation efficiency
• Provide actionable insights to the sales teams to enhance performance and process efficiency

Alignment with Marketing:

• Collaborate with marketing teams to ensure sales teams have access to the latest marketing collateral, including whitepapers and technical product information
• Ensure seamless integration of marketing resources into the sales process to enhance customer engagement and product knowledge dissemination

EDUCATION/ SPECIAL LICENSES OR CERTIFICATION:

• Bachelor's degree in Business Administration, Supply Chain Management, or related field preferred

EXPERIENCE:

• Proven experience in sales enablement, contract management, or a related role
• Proficiency in managing customer portals and contract lifecycles
• Experience in creating sales playbooks and aligning them with industry standards (ISO preferred)
• Familiarity with sales and marketing automation tools, CRM systems, and data analytics platforms

SKILLS:

• Experience with ISO compliance or similar standards
• Knowledge of sales methodologies and tools like Salesforce, HubSpot, SalesPad or similar
• Ability to work in a fast-paced, dynamic environment and adapt to changing business needs
• Strong analytical skills and the ability to work with large data sets to drive performance improvements
• Excellent communication and interpersonal skills, with a demonstrated ability to facilitate cross-functional collaboration

COMPETENCIES:

• Attention to detail
• Time management and ability to work in a fast-paced environment
• Proactive and results-oriented mindset
• Strong organizational skills
• Ability to prioritize tasks and manage multiple projects simultaneously

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit or stand for extended periods of time
• Visual acuity necessary to utilize a computer monitor throughout the course of a normal workday
• Ability to perform repetitive keyboarding activities and operate general office equipment.
• Extra hours and some travel may be required