Customer Relationship Specialist

Position Summary

The Customer Relationship Specialist plays a critical role in driving business growth and ensuring sales data integrity at Cold Jet. Reporting to the HubSpot Platform Manager, this highly motivated self-starter is responsible for prospecting and lead generation, supporting Regional Sales Managers, and maintaining an organized, high-quality HubSpot CRM ecosystem. The ideal candidate blends an inside sales proactive mindset with a keen eye for database hygiene and customer experience.

Key Responsibilities

Prospecting & Business Development

• Identify replicable sales opportunities at sister locations using the monthly sales report/ Power BI/CRM software.
• Participate in quarterly meetings, headquarter product demos, and training with the Director of Dry Ice Applications.
• Build a strong social selling presence on different social media platforms by expanding connections and increasing engagement with industry content.
• Leverage modern sales technologies and social selling platforms to build connections, engage industry audiences, and generate new business leads.
• Continuously gather technical knowledge regarding customer applications and Cold Jet products/services.
• Proactively suggest improvements to sales and marketing strategies to boost lead generation and team productivity.

Inside Sales & Sales Support

• Partner with the Sales Managers to grow their territories and meet or exceed budgeted sales in their territories.
• Track and follow up on incoming leads, ensuring seamless handoffs to regional sales representatives.
• Conduct outbound outreach to prospective and existing customers using Cold Jet CRM software to qualify leads and identify machine sales opportunities.
• Perform "plant spotting" and outreach to identify and engage key champions at prospective customer accounts.
• Generate and present regular activity, pipeline, and effort reports to the Regional Sales Director and broader sales leadership.

Database & Lead Management

• Maintain HubSpot database integrity by enforcing strict formatting rules, record associations, and data completeness for U.S. and Canadian leads.
• Audit and manage new contact records generated via connected inboxes and service queues.
• Monitor central Marketing and Info inboxes, ensuring prompt responses or appropriate routing.
• Evaluate incoming inquiries outside Marketing Qualified Leads (MQLs) and route customer service requests via Cold Jet CONNECT.
• Utilize the Cold Jet CRM platform to build account maps and establish target buying groups, driving high-value opportunities at key target accounts.

Customer Experience & Retention

• Serve as an internal champion for customer satisfaction by communicating customer feedback and needs to cross-functional teams.
• Monitor industry trends, competitor practices, and customer satisfaction metrics to help shape sales retention strategies.
• Maintain clear communication to set and manage customer expectations, maximizing long-term relationship value.
• Drive installed base growth by proactively tracking account assets, engaging key stakeholders, and surfacing revenue-generating upsell opportunities.

Position Requirements

Education & Experience

• Education: Bachelor’s degree (preferably in Business, Sales, or Marketing) or equivalent professional experience.
• Experience: 5+ years of experience in inside sales, direct/indirect sales, or sales operations preferably within the capital equipment industry.
• Work Location: In-office attendance required daily at the Loveland, OH facility.

Skill Competencies

• Technical Savvy: Ability to understand and discuss complex, technical capital equipment products at a functional level.
• CRM & Software Proficiency: Hands-on experience with CRM systems (HubSpot preferred), Microsoft Office (Excel, Word, PowerPoint), and business intelligence tools (Power BI).
• Sales & Negotiation: Proven understanding of lead qualification, social selling, inside sales techniques, and value-proposition modeling (cost-benefit analysis).
• Organization & Execution: Exceptional planning, project execution, and multi-tasking abilities.

Behavioral Traits

Self-Driven & Assertive: Persistent in pursuing sales opportunities and achieving self-imposed and team goals.

Strong Communicator: Skilled at relating to and collaborating with diverse internal and external stakeholders.

Problem Solver: Innovative and resourceful when facing challenges or optimizing operational workflows.