Customer Experience and Sales Administrator

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  

Requirements

Required Education and Experience  

• High school diploma or equivalent required
  

• One to three (1–3) years of experience in customer service, sales support, order entry, call center, administrative support, or a related role
  

• Experience working in high-volume, detail-oriented environments
  

• Experience with CRM and/or ERP systems
  

• Proficiency in Microsoft Office (Word, Excel, Outlook)
  

• Intermediate Microsoft Excel proficiency, including:
  

• • VLOOKUP/XLOOKUP
    

  • IF and SUMIF functions
    

  • Pivot tables
    

  • Chart creation
    

  • Data summarization and reporting
    

Preferred Education & Experience  

• One to three (1–3) years of directly related experience in sales operations or customer experience support
  

• Experience supporting business development or marketing initiatives
  

• Experience designing reporting tools and dashboards
  

• Familiarity with SOP documentation and process improvement initiatives
  

Additional Eligibility Qualifications  

None required.

Work Authorization / Security Clearance  

Employee must be authorized to work in the United States.

Performance Expectations  

Success in this role is measured by:

• Order entry accuracy
  

• Call quality and response time
  

• CRM data integrity
  

• Customer satisfaction metrics
  

• Contribution to sales growth support
  

• Implementation of process improvements
  

• Accuracy and effectiveness of reporting and dashboards