Customer Experience Associate
SES - Security Equipment Supply
full-time
Posted on:
Location Type: Office
Location: Columbus • Ohio • United States
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Tech Stack
About the role
- Deliver consistently exceptional service to internal and external customers
- Serve as the primary point of contact for returns, exchanges, and warranty claims
- Assist customers at the counter and via phone with orders, quotes, and inquiries
- Communicate proactively with branch and corporate teams to resolve issues fast
- Triage and qualify inbound leads (calls, counter, email, web, referrals)
- Maintain disciplined CRM/ERP records—notes, next steps, stages, and follow-ups
- Drive daily and weekly follow-up cadences to reduce lead leakage
- Prepare clean, complete quote packages and track progress through conversion
- Standardize quote and order handoffs to protect margin and accuracy
- Maintain up-to-date sales tools, product materials, and vendor documentation
- Support onboarding and coordinate vendor trainings at the branch level
- Track enablement metrics and identify friction points—then suggest fixes
- Pick, pack, ship, receive, and stock inventory accurately and efficiently
- Maintain an organized, safe showroom and warehouse environment
- Step in seamlessly during absences to keep operations moving
Requirements
- High school diploma or equivalent
- Strong written and verbal communication skills
- Solid time management and organizational skills
- Proficiency with Microsoft Office and ERP/CRM systems
- Some college or associate degree (business, communications, or related field) preferred
- Certifications in customer service, inventory management, or ERP systems preferred
Benefits
- Competitive compensation: market-aligned salary + performance incentives
- Profit sharing & retirement: SEP IRA contributions and annual profit-sharing bonuses
- Health benefits: affordable medical, dental, and vision plans
- Career growth: ongoing development, advancement opportunities, and a promote-from-within culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CRM systemsERP systemsinventory managementquote preparationlead qualificationorder processingsales toolsvendor documentationmetrics trackingshipping and receiving
Soft Skills
customer servicecommunication skillstime managementorganizational skillsproblem-solvingproactive communicationteam collaborationadaptabilityattention to detailtraining coordination
Certifications
customer service certificationinventory management certificationERP systems certification