Specialist, Customer Experience

Global Industrial
For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities
We are seeking a proactive and results-oriented customer experience specialist role that goes beyond traditional support. This position will be mapped to specific accounts, requiring candidates to build and nurture long-term relationships with corporate clients. Ideal candidates will come from B2B, institutional sales, or corporate sales backgrounds, with strong understanding of client servicing and stakeholder management. In this role, you will manage in-bound sales activities, provide exceptional customer service to prospective and existing customers, and drive revenue growth & customer satisfaction. The ideal candidate will possess excellent communication skills, customer centric mindset, strong sales acumen, and a commitment to achieving sales targets. Your responsibilities will include overseeing lead qualifications, guiding potential customers through the sales process, and collaborating with internal teams to optimize sales strategies and ensure seamless customer experience.

• Own the entire interaction with customer and provide total resolution for their needs.
• Communicate with customers over phone, email and chat, addressing both customer service and inbound concerns.
• Investigate and resolve customer inquiries related to their orders or shipments.
• Provide order status, check inventory, schedule returns, file shipping claims, notate accounts, troubleshoot problems, handle complaints, and assist with billing inquiries.
• Provide product information, estimated time of delivery.
• Update systems and document all interactions with customers, associates, and partners.
• Help customers navigate Company's website and online ordering.
• Be an expert on Global Industrial's products and solutions helping the customer by creating Quotes and placing Orders as per customers' requirements.
• Provides pricing and availability of our product to customers.
• Requests and coordinates discounted prices on orders.
• Inputs all sales orders as a result of customer negotiations.
• Sells additional product through suggestive selling techniques.
• Work with other Global Industrial associates, product managers, and partners to gather information, resolve customer needs, and improve processes.

Competencies And Skills

• 5+ years previous experience as sales and/or customer service representative.
• Proven experience in organizations engaged in B2B or institutional sales (not call centre or traditional support)
• Strong relationship management and client servicing skills
• Ability to understand needs and tailor solutions accordingly
• Excellent Communication skills
• Experience in a performance-based or metric-driven environment

EEO/AA Statement
Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.