Sales and Customer Experience Specialist

ExtensisHR•Hicksville, NY

5d•Onsite

About The Position

The Sales & Customer Experience Specialist plays a key role in supporting both our sales organization and our customers. This position serves as a point of communication between the sales team, internal departments, dealers, and end users, helping ensure a high level of service throughout the customer experience. The role combines sales administration, order management, and customer service responsibilities. This individual will assist the sales team with day-to-day administrative and account support needs while also working directly with customers and end users to resolve product, service, parts, and repair-related inquiries. The ideal candidate is highly organized, customer-focused, comfortable managing multiple priorities, and has a working knowledge of professional audio, musical instruments, and amplification products.

Requirements

Strong written and verbal communication skills.
Excellent customer service and interpersonal skills.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and follow issues through to resolution.
Comfortable communicating with both business customers and individual consumers.
Ability to work collaboratively across multiple departments.
Problem-solving mindset with the ability to research and resolve customer concerns.
General understanding of sales administration and order management processes.
Working knowledge of musical instruments and professional audio products, particularly microphones, wireless systems, live sound, recording equipment, and amplification.

Nice To Haves

Previous experience in sales administration, customer service, sales operations, or a related role.
Experience within the musical instrument, professional audio, consumer electronics, or related industry strongly preferred.
Experience with Zendesk or a similar customer service/ticketing platform preferred.
Experience with Microsoft Dynamics 365 Business Central or a similar ERP/order management system preferred.
Experience processing sales orders and working with dealer or distributor accounts preferred.
Familiarity with basic product troubleshooting and technical customer support is a plus.

Responsibilities

Provide day-to-day administrative support to the sales team, including order entry, account maintenance, reporting, documentation, and customer follow-up.
Process and manage dealer sales orders accurately and efficiently.
Serve as a point of contact for dealers, distributors, customers, and end users regarding orders, products, service, and general inquiries.
Assist end users with product-related questions, troubleshooting, warranty, service, and repair needs.
Coordinate parts inquiries, replacement parts, and communication with the Repair Center.
Manage and respond to customer service requests through Zendesk, email, and phone while maintaining timely and professional communication.
Assist with credits, returns, order discrepancies, and other customer account issues.
Maintain and update customer account information within Microsoft Dynamics 365 Business Central.
Coordinate logistics as needed, including freight bookings, trucking arrangements, and shipmentrelated communication.
Work closely with Sales, Customer Service, Finance, Operations, and Warehouse personnel to resolve customer needs efficiently.
Assist the sales team with account management activities, pricing information, product availability, sales reports, and other administrative requests.
Maintain accurate records of customer interactions, orders, service issues, and resolutions.
Help identify recurring customer or product issues and communicate relevant information to appropriate internal teams.
Support the overall goal of providing a positive and professional experience for both our business partners and end users.