Customer Experience and Sales Administrator
About The Position
The Customer Experience and Sales Administrator is a cross-functional hybrid role responsible for supporting business development, sales operations, order processing, reporting, training coordination, and customer experience initiatives. This position serves as a central operational hub, floating between customer service, order entry, sales administration, reporting, CRM/system management, and process improvement initiatives. The role ensures exceptional customer interactions, accurate and timely order processing, actionable data reporting, and continuous operational enhancement. This individual must possess strong analytical skills, intermediate Excel expertise, and the ability to manage high-volume, detail-oriented tasks while supporting both internal teams and external customers. Success in this role directly impacts customer satisfaction, CRM data integrity, and overall sales growth support.
Requirements
- High school diploma or equivalent required
- One to three (1–3) years of experience in customer service, sales support, order entry, call center, administrative support, or a related role
- Experience working in high-volume, detail-oriented environments
- Experience with CRM and/or ERP systems
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Intermediate Microsoft Excel proficiency, including: VLOOKUP/XLOOKUP IF and SUMIF functions Pivot tables Chart creation Data summarization and reporting
Nice To Haves
- One to three (1–3) years of directly related experience in sales operations or customer experience support
- Experience supporting business development or marketing initiatives
- Experience designing reporting tools and dashboards
- Familiarity with SOP documentation and process improvement initiatives
Responsibilities
- Serve as relief front-line contact for inbound customer calls and emails in the absence of a primary regional CSR or Order Entry representative
- Receive, process, and accurately enter customer orders into CRM/ERP systems
- Verify orders for pricing accuracy, product numbers, quantities, availability, and delivery details
- Identify opportunities to upsell or recommend complementary products during order processing
- Provide customers with order status updates, tracking data, and delivery timelines
- Monitor orders through processing, production, shipping, and final delivery
- Resolve order discrepancies by coordinating with sales, warehouse, and customers
- Conduct quality checks, log order errors, and identify trends to support process improvement
- Maintain accurate documentation including order confirmations, invoices, and shipping records
- Make outbound calls in support of marketing initiatives
- Support Business Development initiatives through lead follow-up, account monitoring, and territory coordination
- Meet quarterly performance metrics related to call accuracy, response time, order accuracy, and service quality
- Monitor and manage shared order entry and sales support inboxes
- Maintain CRM database integrity and proactively update customer records
- Serve as system coordinator for CRM and related sales platforms
- Coordinate and distribute call campaigns and supporting materials
- Support the Director of Sales and Customer Experience Manager with reporting and operational tracking
- Maintain and organize department Standard Operating Procedures (SOPs)
- Coordinate the onboarding lifecycle of new sales and customer-facing team members
- Organize product and non-product training
- Track training participation and effectiveness
- Support continuous improvement initiatives within the department
- Identify operational gaps and recommend process improvements
- Design, create, and maintain Excel-based report, tracking tools, and dashboards
- Analyze sales, order accuracy, conversion, and service performance metrics
- Maintain and report on customer scorecards
- Identify trends in order errors, call performance, and fulfillment delays
- Provide data-driven recommendations to improve operational efficiency
- Partner with Business Operations, Sales Analysts, Marketing, and Customer Experience to ensure data accuracy and alignment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
