Quoting and Retention Specialist

Jm Test Systems•Baton Rouge, LA

10d

About The Position

The Quoting and Retention Specialist supports and retains customers within an assigned region by helping ensure a seamless experience with equipment maintenance and quoting. The role assists customers with previously calibrated and electrically safety-tested equipment and manages quoting opportunities for new and existing customers. As a primary point of contact for customer inquiries, product and service requests, and concerns, the Specialist focuses on customer satisfaction, relationship-building, retention, and regional revenue growth. The Specialist follows up with customers about equipment due for recalibration or electrical safety testing, manages customer and equipment information in internal systems, prepares quotes, and supports the region’s Outside Sales Representatives. The role also tracks customer engagement and value, documents complaints, provides reports to designated personnel, and coordinates with other departments to address customer needs.

Requirements

High school diploma or equivalent.
An associate’s or bachelor’s degree, or at least 2 years of experience in customer service, client support, or account management.
Strong written and verbal interpersonal and communication skills.
Excellent organizational skills and attention to detail.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Demonstrated ability to build and maintain strong customer relationships.
Problem-solving mindset focused on proactive customer support.

Nice To Haves

Experience handling quoting or sales support in a B2B environment.
Experience with technical or industrial equipment, calibration, or electrical safety testing.
Familiarity with maintenance, calibration, or service tracking systems.
Proficiency with CRM systems such as Salesforce or HubSpot and Microsoft Office Suite, including Word, Excel, and Outlook.
Knowledge of regional customer retention strategies.
Experience supporting outside sales teams or working in a sales-adjacent role.
Ability to analyze customer data and identify trends or opportunities.

Responsibilities

Proactively encourage customers in the assigned region to return equipment for recalibration or electrical safety testing.
Contact customers, primarily by phone and email, about upcoming or overdue equipment due dates, offer assistance, and collect feedback about equipment that is not being returned.
Use CalMapp and CRM to generate reports, identify overdue equipment, and initiate follow-ups.
Log customer interactions and outcomes in CRM and maintain accurate customer records.
Respond promptly and courteously to customer inquiries by phone and email.
Assess customer needs regarding equipment specifications, service requirements, and timelines.
Prepare accurate, complete quotes in line with company policies and submit them with relevant information about JM Test Systems’ competitive advantages.
Serve as the primary point of contact for the region’s Outside Sales Representatives for calibration and electrical safety testing quotes, ensuring alignment with customer needs and expectations.
Collect, update, and maintain customer contacts, locations, equipment specifications, service histories, and follow-up schedules; enter and verify data in CRM.
Monitor and report quarterly, or as requested, on changes in customer engagement or value, including service frequency and total spend.
Identify trends that may indicate growth opportunities or retention risks.
Record customer complaints in the internal Wiki’s Concern Log with relevant details, including dates, equipment, and personnel involved.
Submit weekly Concern Log reports to designated personnel in accordance with internal procedures.
Support customer needs, direct issues to the appropriate departments, and help ensure they are addressed across the organization.