Job Description
Position Summary
The Customer Service Project & Sales Enablement Specialist is responsible for supporting key business initiatives through reporting, project management, sales enablement, training, and customer service support. This role serves as a subject matter expert for large projects, providing a high-touch customer experience from the presale phase through order entry and order release. The position also plays a critical role in developing and delivering training programs that support the Customer Service organization.
Key Responsibilities
Reporting & Analytics
- Manage and maintain Customer Service CS1 and OEWB reports
- Analyze reporting data to identify trends and opportunities for improvement.
- Partner with business leaders to support the long-term migration of reporting and analytics into Power BI.
- Provide insights and recommendations to improve operational performance.
Sales Enablement
- Support large-scale projects valued at $250,000 or greater.
- Provide "white glove" service to customers and internal stakeholders from the presale process through order dating.
- Coordinate cross-functional activities to ensure successful project execution and customer satisfaction.
- Serve as a key point of contact for project-related communications and escalations.
Training & Development
- Develop and deliver training programs for Customer Service team members.
- Lead onboarding and training initiatives for new hires.
- Create and maintain training materials, presentations, and process documentation.
- Facilitate classroom and virtual training sessions for employees at various experience levels.
Daintree Customer Service Support
- Provide specialized customer service support for Daintree Commercial & Industrial (C&I) customers.
- Assist with issue resolution, process improvements, and customer communications.
- Collaborate with internal teams to ensure customer requirements are met.
Qualifications
Required Qualifications
- Minimum of one (1) year in current position.
- Consistently meets or exceeds performance expectations, as demonstrated through performance reviews.
- Strong project management and organizational skills.
- Comfortable with public speaking and presenting to groups.
- Proficient in Microsoft Excel and PowerPoint.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities and work effectively across departments.
- Customer service, sales support, or project coordination experience.
Key Competencies
- Customer Focus
- Communication & Presentation Skills
- Project Management
- Problem Solving
- Analytical Thinking
- Cross-Functional Collaboration
- Training & Development
- Attention to Detail
This role is ideal for a high-performing customer service professional who enjoys leading projects, training others, and driving an exceptional customer experience through operational excellence and collaboration.