Customer Experience and Sales Administrator - Centennial, CO

Classification : Non-Exempt (Hourly) · Reports to : Customer Experience Manager (dotted line to Director of Sales) · Date: 2/19/26 · Location : Centennial, CO - 100% In-Person · Salary Range : $24.00/hr · Summary / Objective · The Customer Experience and Sales Administrator is a ...

Job description

Classification : Non-Exempt (Hourly)

Reports to : Customer Experience Manager (dotted line to Director of Sales)

Date: 2/19/26

Location : Centennial, CO - 100% In-Person

Salary Range : $24.00/hr

Summary / Objective

The Customer Experience and Sales Administrator is a cross-functional hybrid role responsible for supporting business development, sales operations, order processing, reporting, training coordination, and customer experience initiatives.

This position serves as a central operational hub, floating between customer service, order entry, sales administration, reporting, CRM/system management, and process improvement initiatives. The role ensures exceptional customer interactions, accurate and timely order processing, actionable data reporting, and continuous operational enhancement.

This individual must possess strong analytical skills, intermediate Excel expertise, and the ability to manage high-volume, detail-oriented tasks while supporting both internal teams and external customers. Success in this role directly impacts customer satisfaction, CRM data integrity, and overall sales growth support.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service, Sales Support & Order Fulfillment

• Serve as relief front-line contact for inbound customer calls and emails in the absence of a primary regional CSR or Order Entry representative

• Receive, process, and accurately enter customer orders into CRM/ERP systems

• Verify orders for pricing accuracy, product numbers, quantities, availability, and delivery details

• Identify opportunities to upsell or recommend complementary products during order processing

• Provide customers with order status updates, tracking data, and delivery timelines

• Monitor orders through processing, production, shipping, and final delivery

• Resolve order discrepancies by coordinating with sales, warehouse, and customers

• Conduct quality checks, log order errors, and identify trends to support process improvement

• Maintain accurate documentation including order confirmations, invoices, and shipping records

• Make outbound calls in support of marketing initiatives

• Support Business Development initiatives through lead follow-up, account monitoring, and territory coordination

• Meet quarterly performance metrics related to call accuracy, response time, order accuracy, and service quality

Sales Administration & Systems Coordination

• Monitor and manage shared order entry and sales support inboxes

• Maintain CRM database integrity and proactively update customer records

• Serve as system coordinator for CRM and related sales platforms

• Coordinate and distribute call campaigns and supporting materials

• Support the Director of Sales and Customer Experience Manager with reporting and operational tracking

• Maintain and organize department Standard Operating Procedures (SOPs)

Training & Onboarding Coordination

• Coordinate the onboarding lifecycle of new sales and customer-facing team members

• Organize product and non-product training

• Track training participation and effectiveness

• Support continuous improvement initiatives within the department

• Identify operational gaps and recommend process improvements

Reporting, Data Analysis & Performance Metrics

• Design, create, and maintain Excel-based report, tracking tools, and dashboards

• Analyze sales, order accuracy, conversion, and service performance metrics

• Maintain and report on customer scorecards

• Identify trends in order errors, call performance, and fulfillment delays

• Provide data-driven recommendations to improve operational efficiency

• Partner with Business Operations, Sales Analysts, Marketing, and Customer Experience to ensure data accuracy and alignment

Competencies

• Exceptional attention to detail and accuracy in high-volume environments

• Strong verbal, written, and phone communication skills

• Advanced organizational and time management skills

• Ability to multi-task and prioritize effectively

• Analytical thinking and data interpretation skills

• Intermediate Microsoft Excel proficiency (VLOOKUP/XLOOKUP, IF, SUMIF, Pivot Tables, chart creation, reporting)

• CRM/ERP systems proficiency

• Process improvement mindset

• Cross-functional collaboration

Supervisory Responsibility

This position does not have supervisory responsibility.

Work Environment

This job operates in a corporate office environment and is 100% in-person in Centennial, CO.

The role routinely uses standard office equipment including computers, phones, and related systems. The position is approximately 95% desk-based with frequent computer and phone usage.

Physical Demands

This position is primarily an office-based role with minimal physical requirements, consistent with administrative and customer service positions. Approximately 95% of the workday is desk-based and involves frequent use of a computer and multi-line phone system. The employee must be able to sit for extended periods, communicate clearly by phone and in person, and occasionally stand, walk, bend, or reach within the office. The position also requires the ability to lift and carry office supplies or materials weighing up to 25 pounds on an occasional basis. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Position Type / Expected Hours of Work

This is a full-time, non-exempt (hourly) position.

Standard hours of work are Monday through Friday, 7:30 a.m. to 4:00 p.m.

This position is expected to work approximately 40 hours per week. Occasional additional hours may be required based on business needs, workload demands, or departmental initiatives.

Travel

This position does not require travel.