Customer Experience Associate

Security Equipment Supply Inc • Columbus, OH

4h • Onsite

About The Position

The Customer Experience Associate plays a critical role at the center of the branch—supporting customers, enabling sales, and keeping operations running smoothly. This position blends customer service, sales enablement, and warehouse support, requiring high attention to detail, strong soft skills, and a high sense of urgency.

You’ll be the connective tissue between customers, sales, vendors, and operations—ensuring nothing slips through the cracks.

Requirements

• High attention to detail witha strong senseof urgency
• Self-motivated, self-directed, and quick to learn
• Comfortable pivoting and reprioritizing throughout the day
• Strong communicator—professional, persuasive, and collaborative
• Organized, dependable, and accountable for outcomes
• Equally comfortable working independently or as part of a team
• High school diploma or equivalent
• Strong written and verbal communication skills
• Solid time management and organizational skills
• Proficiencywith Microsoft Office and ERP/CRM systems

Nice To Haves

• Some college or associate degree (business, communications, or related field)
• Certifications in customer service, inventory management, or ERP systems

Responsibilities

• Deliver consistently exceptional service to internal and external customers
• Serve as the primary point of contact for returns, exchanges, and warranty claims
• Assistcustomers 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)
• Route opportunities quickly and accurately to the right salesperson
• 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 vendortrainingsat the branch level
• Track enablement metrics andidentifyfriction 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED