Lifecycle - Customer Experience Specialist

Description

In this role you will provide exceptional service to potential and existing customers by identifying needs, responding to inquiries, and collaborating with internal teams to enhance the customer experience and brand awareness. You will build trust, act responsively, and help resolve technical or mechanical issues to create lifelong customers.

• Maintain a positive, empathetic, professional attitude toward customers.
• Manage and nurture relationships with customers, channel partners, and prospects.
• Consult customers to gather technical information and resolve warranty issues and post‑warranty parts sales.
• Discuss technical aspects of products with clients and partners.
• Prepare accurate quotes for parts, services, and support, assembling necessary documentation and pricing.
• Review customer specifications, coordinate with Design Engineering, and assess feasibility for aftermarket opportunities.
• Estimate costs using historical data and vendor sourcing.
• Record all customer interactions in the CRM and process orders per established procedures.
• Proactively reach out to ensure customer satisfaction, promote products, and identify sales opportunities.
• Qualify leads and conduct initial discovery to support the sales team.
• Collaborate with Engineering, Operations, and Technical Services to develop solutions for technical challenges.
• Follow Newterra’s safety policies, report concerns, and promote a safe work environment.
• Meet delegation of authority guidelines in all responsibilities.

Requirements

Physical demands include prolonged desk work, complex thinking, and occasional lifting of up to 15 lb, with occasional site visits that may involve moderate noise and outdoor exposure.

• Adhere to the Business Management System processes and suggest continuous‑improvement ideas.
• Minimum qualifications: high school diploma (associate preferred), mechanical background optional, 1+ year customer service/sales experience, CRM experience, proficient in Microsoft Office.
• Demonstrate self‑starting attitude, strong communication, problem‑solving, multitasking, and ability to work independently and as part of a team.

Benefits

Newterra invests in its employees with competitive benefit programs, including medical, dental, vision, HSA, life insurance, AD&D, short‑ and long‑term disability, 401(k) employer match, paid holidays, vacation, and sick time. These benefits support the health and financial well‑being of our staff.

The Customer Experience Specialist reports to the Director of Customer Experience in the Lifecycle Solutions department and is classified as exempt. Salary ranges from $50,000 to $65,000, depending on location, qualifications, and experience.

Training + Development

Interview process

Visa Sponsorship

Security clearance