Sportworks Global LLC Sales and Customer Success Specialist Woodinville, WA · Full time

Using your exceptional customer service skills and proven experience in inside / operational sales, you will develop a strategic win-strategy that will drive impact to all pre-sale activities through order fulfillment, including: Identifying customer needs, creating quotes, bids and proposals, order entry, internal routing, scheduling and opportunity management. As a wide array of skills are required (exceptional written and verbal communication skills, accuracy in data entry, elements of customer service, technical knowledge, sales, and account administration), the ideal candidate is proficient with standard office tools and programs, detail-oriented, and possesses excellent customer service, written and verbal communication skills.

Description

Business Description:

Founded in 1990, Sportworks is an industry-leading manufacturer of commercial bicycle infrastructure products. Our bike racks for buses are preferred by cyclists and transit operators, and transport more than 2 million bikes per month Worldwide. Supplying an end-to-end solution for sustainable mobility, we also supply innovative bike parking products for public and private-sector clients. Learn more here: https://www.sportworks.com/about-sportworks.


Essential Duties and Responsibilities:

  • Incorporates the voice of the customer and considerations of customer experience with all internal projects, processes, and standard work. 
  • Identify customer requirements to create, and deliver customer quotations - often requiring research (identifying customer specific needs, previously purchased configurations, options desired, review of specification requirements, budget, etc.). 
  • Using your strategic mindset to dive into, and understand the customer journey, analyzing opportunities and increasing the rate of "wins". 
  • Responding promptly and professionally to inquiries by phone and email regarding product information, order status, expedite requests, billing information, warranty issues, product returns, and other general inquiries – many of which require additional investigation, consultation with internal resources, etc. 
  • Maintaining a record of current opportunities and communications in Salesforce, following up with contacts from initial communication through receipt of purchase order. 
  • Data and order entry, reporting, with a sense of timeliness and ensuring the highest-level of accuracy. 
  • Locating, managing, and creating proposals / response to formal and informal bids and requests for quotes. 
  • Collaborate with Operations, Manufacturing, and Purchasing to schedule production and relay information regarding the availability of items and delivery times to customers. 
  • Track KPIs and run rates to identify trends, and create actionable countermeasures as needed. 
  • Track and report customer and product feedback to support ongoing development initiatives; collaborate with engineering and product development to obtain feedback. 
  • Maintain a proactive outbound customer contact process to cultivate customer relationships and follow up on opportunities and order execution. 
  • Coordinate logistics for customer shipments. 
  • This is an in-office role with cross-functional communication, customer responsiveness and management of visual management / KPIs as key success criteria. 
  • Additional duties and responsibilities as assigned. 


Supervisory Duties and Responsibilities: 

  • There are currently no direct supervisory duties. 
  • The cross-functional nature of the role requires strong leadership skills with proven ability to build consensus and drive change; oversee the daily workflow of the department and others through various reporting structures in the organization. 


Expected Behaviors Aligned with Cultural Values and Anchors: 

  • Strong communication skills, attention to detail, and ability to manage multiple tasks simultaneously 
  • Complex problem solver – adept at removing barriers to success. Communicates candidly with low ego, attacking the issues and solving problems always with the best interest of the organization and team in mind. 
  • Demonstrates a commitment to “Is Curious, Takes Action” by actively identifying areas for process optimization to enhance the overall customer journey.   
  • Leverages a learning mindset and “Sets a High Bar” attitude to dive into, and understand the customer journey, analyzing opportunities and increasing the rate of "wins".   
  • Acting with “Respect and Integrity”, build and nurture strong relationships with customers and resellers to understand their needs and goals.  
  • “Champion the Silver Falls Way” by gathering “Voice of Customer” feedback regarding their experiences and relay insights to internal teams for continuous improvement; implements and utilizes toolset to create and maintain standard work; Supply top-rated experience for customer interactions, while maximizing internal efficiencies, reducing internal waste, and redundancies. 
  • Embodies “Teamwork Matters” by working closely with the technical support team to ensure timely resolution of technical challenges.  


Minimum Education, Experience and Skills: 

  • At least 5 years of customer service experience; 2 years of administration or operational business experience 
  • Proficient with standard software programs including ERP, Salesforce, Microsoft Outlook, Teams, Word, and Excel 
  • Excellent verbal and written communication skills 
  • Strong organizational and analytical skills 
  • High attention to detail 
  • Highly reliable with the ability to manage multiple projects and tasks simultaneously 


Preferred Education, Experience and Skills: 

  • Associate or bachelor's degree in related field is preferred. 
  • Experience in proposals, pricing strategy and B2B/B2G is preferred. 


Physical Requirements and Working Conditions:  

  • Prolonged periods of sitting at a desk and working on a computer. 
  • Must be able to lift up to 20 pounds at times.  


About Silver Falls Capital:

Founded in 2018, Silver Falls Capital focuses on the acquisition and successful operations of small to medium size local businesses in Western Washington. The company has acquired five unique businesses that contribute to a diversified portfolio but consistent in having environmental health and sustainability missions.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, marital status, age (over 40), or disability (including AIDS, and cancer-related medical condition).

 

Please note that we are not accepting inquiries from agencies or recruiters for this position.


Salary

$55,000 - $90,000 per year