Customer Service Professional III

Position Summary

The Customer Service Project & Sales Enablement Specialist is responsible for supporting key business initiatives through reporting, project management, sales enablement, training, and customer service support. This role serves as a subject matter expert for large projects, providing a high-touch customer experience from the presale phase through order entry and order release. The position also plays a critical role in developing and delivering training programs that support the Customer Service organization.

Key Responsibilities

Reporting & Analytics

• Manage and maintain Customer Service CS1 and OEWB reports
• Analyze reporting data to identify trends and opportunities for improvement.
• Partner with business leaders to support the long-term migration of reporting and analytics into Power BI.
• Provide insights and recommendations to improve operational performance.

Sales Enablement

• Support large-scale projects valued at $250,000 or greater.
• Provide "white glove" service to customers and internal stakeholders from the presale process through order dating.
• Coordinate cross-functional activities to ensure successful project execution and customer satisfaction.
• Serve as a key point of contact for project-related communications and escalations.

Training & Development

• Develop and deliver training programs for Customer Service team members.
• Lead onboarding and training initiatives for new hires.
• Create and maintain training materials, presentations, and process documentation.
• Facilitate classroom and virtual training sessions for employees at various experience levels.

Daintree Customer Service Support

• Provide specialized customer service support for Daintree Commercial & Industrial (C&I) customers.
• Assist with issue resolution, process improvements, and customer communications.
• Collaborate with internal teams to ensure customer requirements are met.

Qualifications

Required Qualifications

• Minimum of one (1) year in current position.
• Consistently meets or exceeds performance expectations, as demonstrated through performance reviews.
• Strong project management and organizational skills.
• Comfortable with public speaking and presenting to groups.
• Proficient in Microsoft Excel and PowerPoint.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work effectively across departments.
• Customer service, sales support, or project coordination experience.

Key Competencies

• Customer Focus
• Communication & Presentation Skills
• Project Management
• Problem Solving
• Analytical Thinking
• Cross-Functional Collaboration
• Training & Development
• Attention to Detail

This role is ideal for a high-performing customer service professional who enjoys leading projects, training others, and driving an exceptional customer experience through operational excellence and collaboration.