Client Experience Representative

Description

Great Lakes Industrial

YOUR FIRST CHOICE FOR ENGINEERED SOLUTIONS

• •Title: Client Experience Representative
• •Location: Great Lakes Industrial - 2127 Rivington Rd, Loves Park IL 61111
• •Job Type: Full Time /Salary
• •Travel: Pay: $60,000-65,000/Base salary + bonus
• •Reports to: Customer Success Manager

Great Lakes Industrial (GLI) is a leader in the Industrial manufacturing & distribution sector, specializing in innovative engineered solutions and products. With a strong commitment to quality and customer satisfaction, we are driven by a passion for operational excellence.

Client Experience Representative:

The Client Experience Representative is responsible for managing and growing an assigned book of customer accounts within the manufacturing and distribution business. This role combines proactive account management and sales growth with responsibility for initial lead qualification via outbound and inbound emails and phone calls generated by the company's marketing outreach efforts. The ideal candidate is a relationship-driven, detail-oriented sales professional who can balance account retention and growth activities with timely, professional response to inbound leads.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• •Serve as the strategic point of contact for a portfolio of key accounts, representing client priorities and feedback to internal leadership and cross-functional teams.
• •Proactively grow assigned account revenue through outbound calls, emails, and account reviews, identifying opportunities for additional product lines, increased volume, and cross-sell/up-sell opportunities.
• •Develop and execute strategic, multi-year account plans in coordination with sales leadership, tracking progress against revenue, margin, and retention targets.
• •Respond promptly and professionally to inbound calls and emails generated by marketing campaigns, trade shows, website inquiries, and other lead-generation activities.
• •Qualify leads, gather relevant account and application information, and route or convert leads according to established sales processes.
• •Prepare and follow up on quotes, proposals, and pricing requests in a timely and accurate manner.
• •Manage end-to-end resolution of concurrent complex account escalations, coordinating cross-functional stakeholders across Quality, Operations, and Finance while maintaining rigorous CRM documentation to ensure seamless project tracking and drive long-term retention.
• •Monitor customer order patterns and proactively address at-risk accounts to minimize churn.
• •Stay current on product specifications, applications, and industry trends relevant to the assigned account base.
• •Provide regular reporting on account activity, pipeline status, and sales results to management.
• •Perform other duties as assigned.

Requirements

POSITION QUALIFICATIONS:

Competencies

The Client Experience Representative must have a passion for creating a remarkable customer experience while identifying opportunities to develop cost-effective solutions for GLI and our customers. The specialist must be able to multitask and change gears quickly and effectively. As GLI is looking to advance and grow, the Client Experience Representative must also be able to adapt to new requirements and see change as a challenge/growth opportunity, not just a requirement.

Skills & Abilities:

• •Basic understanding of industrial commodities, products, and materials.
• •Understanding of outbound marketing campaigns, both strategically and logistically preferred.
• •Experience with multi-site manufacturing, distribution environment, and/or distribution processes strongly preferred.
• •Demonstrated ability to manage a high-volume account portfolio while identifying and closing growth opportunities.
• •Strong verbal and written communication skills, with the ability to build rapport quickly over phone and email.
• •Strong organizational skills and the ability to prioritize and manage multiple accounts, inquiries, and deadlines simultaneously.
• •Willingness to learn technical product specifications is required.

Education: Bachelor's Degree in any discipline or equivalent practical experience

Experience: 5-7 years of experience in inside sales, account management, customer service, or a related sales support role, preferably within a manufacturing, industrial, or distribution environment.

Computer Skills: Proficiency with CRM software (Zoho), ERP systems, and standard office productivity tools (Microsoft Office/Outlook).

Certificates & Licenses: Valid driver's license