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Customer Experience Specialist

Zaner-Bloser is an educational curricula and digital resources provider in language arts/literacy (writing, word study, reading, etc.) and 21st century learning.  Our flexible, customizable solutions support educators in their mission to help students learn.  We provide dynamic, appealing, and effective educational programs and services to inspire all students to become lifelong learners and partner with educators to improve results in the classroom.  With an ever-growing number of digital technologies and evolving research shaping the education landscape, Zaner-Bloser is committed to meeting schools’ needs today and in the future.  Founded in 1888, Zaner-Bloser joined the Highlights Family of Companies in 1972. As a member of the Highlights Family of Companies, we are driven to always do what's right for children and to strive to make a significant contribution to their education.

 

Customer Experience Specialist

Works cooperatively and proactively with internal customers (e.g., regional sales team members) and external customers to identify needs, answer questions and create solutions.  Maintain a flexible work style to enhance service delivery and create an exceptional customer experience.

 

Core Responsibilities:

  • Implement sales campaigns with field based sales representatives and regional managers. Conduct outbound sales, cross-selling and upselling efforts.
  • Create quality resolutions for customer needs and issues; escalate issues as appropriate to meet customer needs.
  • Generate new and repeat sales by providing product and technical information and proven sales strategies.
  • Proactively assess customer needs to recommend items or alternatives to improve transaction profitability and increase customer satisfaction.
  • Accurately and efficiently process customer transactions such as orders, quotes or returns. Maintain current customer notes, leveraging technology, to follow-up with customers and ensure a quality experience.
  • Educate customers about terminology, features and benefits of products and technology to improve product-related sales and customer satisfaction.
  • Provide assistance to sales representatives, which include the processing of sample orders, cost proposals, customer order and other sales requests.
  • Cultivate and maintain on-going sales representative and customer relationships.
  • Effectively handle situations which may require adaption of responsive or extensive research according to customer needs.
  • Maintain knowledge of pricing policies, state contracts, quotes, special sales and marketing offers.
  • May require up to 10% travel.

 

Qualifications:

  • Two-year associates degree or equivalent experience
  • 3 years’ experience in a sales and customer service environment or related business environment.
  • Strong computer literacy
  • Proficiency with office software, including Microsoft Office Suite.
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