Note: The job is a remote job and is open to candidates in USA. Lawson Products is a leader in the MRO industry that helps customers improve operational efficiency, productivity, and overall performance through maintenance and repair products and services. The Customer Experience and Account Representative drives revenue growth and customer loyalty through inside sales, prospecting, pipeline management, and customer retention support, including account continuity coverage and warm handovers.
Responsibilities
- Makes outbound and receives inbound sales calls from new and existing customers to sell Lawson Products and Kent Automotive products and services
- Acquires new customers through prospecting in assigned territory, outbound marketing/lead campaigns, and referrals
- Qualifies customers using value-based selling methods, researching customer history and business needs to develop complete service proposals and targeting upgrade and cross-sell opportunities
- Builds a pipeline of future business and forecasts weekly, monthly, and quarterly sales metrics
- Maintains disciplined pipeline hygiene in Sugar CRM — accurate stages, close dates, values, and documented next steps
- Meets assigned performance factors within assigned parameters
- Provides account continuity coverage, including accounts in channel transition and accounts on leave-of-absence coverage, maintaining customer relationships and service levels until a permanent owner is assigned
- Conducts warm customer handovers during account transitions, providing outbound introduction calls and emails that connect the customer with their newly assigned representative and DSM
- Assists Customer Service with channel determination for accounts requiring routing expertise, leveraging knowledge of Lawson's VMI/CMI service model and ISR/field channel structure
- Escalates at-risk accounts and customer concerns to the District Sales Manager promptly, with documented context
- Documents all customer interactions and coverage activity in Sugar CRM
- Retention support allocation is flexible and determined by business needs, typically up to one day per week or up to 20 hours per week during periods of elevated need (e.g., active leave of absence coverage or account transition waves). Allocation is set and reviewed by the District Sales Manager
Skills
- Associate degree required, with at least 2 years of experience in outbound sales, customer retention, or a related customer-facing role, or an equivalent combination of education and experience
- Ability to use of CRM software, Sugar CRM, for pipeline management, activity logging, and account documentation
- Ability to use contact-center phone platform, Five9, for outbound and inbound calling
- Fluency in Lawson's VMI/CMI service model and the ability to explain and support it with customers
- Working knowledge of sales channel structure (Inside Sales and Field Sales) and when each best serves a customer
- Strong MRO, automotive, and specialty item product knowledge across Lawson Products and Kent Automotive lines
- Multi-channel customer communication skills, professional and effective by phone, email, and virtual meeting (Microsoft Teams or equivalent)
- Data-driven prioritization, able to use reports and dashboards to focus daily activity on the highest-value accounts and opportunities
- Excellent relationship-building and customer service skills, able to represent Lawson professionally during sensitive customer transitions
- Proven sales-closing skills with a customer-experience-first approach
- Strong planning and organizational skills, able to manage a sales pipeline and flexible coverage responsibilities simultaneously
- Ability to self-start, work independently, and adapt as business priorities and technology evolve, including adoption of new sales tools and platforms as they are introduced
- Proficiency with Microsoft Office products (Outlook, Teams, Word, Excel)
- Established knowledge of MRO industry products, practices, and customer service models strongly preferred
Benefits
- Work from a home office
- 401k
- Medical benefits
- Dental benefits
- Vision benefits
- Paid holidays
- PTO package
Company Overview