Inside Sales & Customer Experience Specialist

Poppy Handcrafted Popcorn INC•Asheville, NC

7d•Onsite

About The Position

Poppy Handcrafted Popcorn Inc is seeking a proactive, confident, and customer-obsessed Inside Sales and Customer Experience Specialist to elevate the overall customer journey and brand experience. As a voice of the Poppy brand, this role is responsible for creating meaningful customer conversations, supporting sales efforts, and ensuring every interaction reflects our commitment to delighting our customers. In this role, you will engage directly with customers and prospective customers over the phone, in writing, and in person. You will support inbound customer inquiries while also proactively reaching out to current, lapsed, and prospective customers to introduce Poppy products, share promotions, take orders, generate new business opportunities, and strengthen customer relationships. This role will include outbound sales activity and performance goals tied to customer engagement and revenue generation. The ideal candidate is an engaging and tenacious self-starter who thrives in a fast-paced environment and enjoys building relationships, and delivering exceptional customer experiences. This individual is energized by both sales and customer service, takes initiative, communicates confidently, and cares deeply about customer loyalty, brand representation, and overall experience. You will collaborate cross-functionally with operations, fulfillment, marketing, and sales teams to continuously improve how we connect with, support, and grow our customer base while maintaining high service standards and a positive, solutions-focused approach.

Requirements

Recent college graduates encouraged to apply
Strong verbal and written communication skills with a professional and customer focused communication style
Highly motivated and confident communicating across multiple communication avenues
Comfortable spending significant time on the phone with customers and prospects
Strong organizational skills and attention to detail
Proficiency in Google Workspace (Docs, Sheets, Gmail, Drive) and ability to learn customer support platforms such as Gorgias, Shopify Inbox, Zendesk, or similar systems
Comfortable working across multiple systems and platforms to resolve issues
Strong analytical and problem-solving abilities with a focus on identifying trends and driving process improvements.
Tech-savvy and comfortable implementing new tools, workflows, and ecommerce technologies to enhance customer experience operations.

Nice To Haves

Experience with Shopify, ShipStation, Fishbowl, or similar platforms is a plus

Responsibilities

Conduct daily outbound phone calls to current, lapsed, and prospective customers to introduce products, promotions, gifting opportunities, and sales offers, meeting both sales dollar and activity targets
Support inbound sales opportunities and help customers complete purchases while working toward sales and customer service goals
Respond to customer inquiries by phone, email, online channels, and in person in a timely and professional manner
Take, enter, process, and adjust customer orders accurately
Assist customers with account questions, product recommendations, shipping updates, returns, exchanges, order adjustments, and pickup coordination
Manage daily customer workflows within Gorgias, Shopify Inbox, and similar customer communication platforms
Deliver a positive, friendly, and solutions-oriented customer experience that reflects the Poppy brand
Partner with fulfillment, operations, marketing, and sales teams to ensure smooth order processing and customer follow-through
Partner with marketing to ensure FAQs, customer responses, and support content remain accurate and up to date across key customer platforms
Create and maintain customer service, sales activity, and customer feedback reports and communicate trends, concerns, and opportunities to leadership