Delegate CX

• Serve as a primary point of contact for customers, ensuring timely updates and exceptional service throughout the order lifecycle • Answer and place phone calls to customers, assist with inquiries, and follow up on sample requests and first orders • Provide accurate and current information on services, pricing, inventory, and new materials • Maintain and update customer account information, forecasts, and opportunities in CRM software (Salesforce) • Collaborate with Quality Assurance to address customer complaints and accurately document incidents • Enter sales orders into Microsoft Dynamics 365 Business Central from email and drop ship portals daily • Create shipping labels, release picks when inventory is available, and update drop ship portals with shipping and invoicing details • Invoice shipped orders daily and send Certificates of Analysis (COAs) as required • Monitor aging orders, proactively communicate issues, and escalate concerns internally • Create and manage production schedules using the MPS module in Business Central, ensuring timely fulfillment of sales orders • Coordinate with purchasing to optimize production and inventory availability • Post production orders, perform data entry, and maintain dashboards tracking daily production metrics (e.g., total lbs produced) • Book trucking, create Bills of Lading (BOL), and prepare all necessary shipping documentation • Work closely with Sales, Purchasing, and Quality Assurance teams to ensure smooth operations and customer satisfaction • Follow all company safety policies and procedures

• Coordinate and process invoices from vendors and expense them to the appropriate purchase orders • Troubleshoot issues related to vendor invoices (expected cost vs. invoiced costs) • Enter/post A/P invoices in our industry-designed order processing/accounting application • Enter/Post Invoices to our clients • Print client invoices and distribute via email • Review and resolve issues related to invoices sent to clients, charges to credit cards for completed projects • Provide support to meet the sales team’s objectives • Achieve full understanding of company policies and processes to apply them to our client/vendor orders and inquiries

• Work directly with advisors to collect sufficient information to create thoughtful agent assignments & connections on outgoing referrals. • Place outbound referrals within 2 hours of receiving client info from the advisor. • Ensure International referrals are followed up on within 24-hours of placement with affiliate companies to ensure connectivity. • Utilize company calendar for follow-up including but not limited to follow-up for international referrals, staying within referral placement timelines. • Create & maintain fully-executed Referral Fee Agreements. • Conduct weekly/monthly follow-ups for each referral & provide updates to agents. • Coordinate the collection of payment for pending transactions. • Create broker files for each pending transaction. • Ensure correct referral fees are received by our accounting team in a timely manner & that referring agents are paid correctly. • Attend SIR Open House zoom meetings. • Attend regular networking zoom meetings with other participating SIR referral coordinators. • Create department files for incoming referral leads from select online referral programs (ex:: HomeStory, RocketHomes, Opcity). • Remind agents (weekly or semi-monthly) to update their leads in the lead program’s portals, offering to assist with the update entry if necessary. • Ensure correct referral fees are paid by our accounting team in a timely manner & that the referral programs are paid correctly. • Upload Relo breakdown, W9, and RFAs to transaction files for these leads. • Assign rental tours and assistance assignments from Porchlight to select agents in our Porchlight rental group. • Create and submit invoices to Porchlight for complete rental tours. • Create broker files for Porchlight rental tours. • Maintain meaningful relationships with other departments to create synergy within PSIR (ex: Accounting, Broker of Record, Sales Managers). • Attend weekly team meetings, monthly sales meetings, and regular Company Collabs, either in person or via Zoom should schedule permit.

• Create vouchers and process vendor invoices within ASB systems • Validate and process vendor invoices to match dispatched purchase orders and order coding instructions which completes the vouchering process • Process vendor short-pay requests, pre-paid postage, and vendor invoices • Research and provide resolution for errors on the Matched Exception report • Partner with the accounts payable team to correct errors and resolve issues • Review and follow up on outstanding vouchers for completion • Assist the sales support department as needed

• Lead and develop supervisors and a combined onshore/offshore team of customer experience representatives. • Hold team members accountable for performance, adherence to KPIs, and professional conduct. • Build a culture of ownership, collaboration, and continuous improvement. • Conduct regular team meetings and performance reviews to ensure clarity of goals and alignment with SnugZ values. • Oversee and analyze key performance indicators daily, including call response times, email/chat resolution, revisions, LTL tasks. • Produce and deliver daily, weekly, and monthly performance reports to leadership. • Make quick, data-driven decisions to maintain service level consistency and customer satisfaction. • Identify trends, gaps, and opportunities for improvement through regular performance reviews and reporting analytics. • Serve as a visionary leader for the department’s continued growth — enhancing staffing models, scheduling efficiency, and workflow processes. • Drive the department toward automation and improved tools that enhance speed and accuracy. • Develop, maintain, and enforce Standard Operating Procedures (SOPs) and ensure accountability through consistent follow-up. • Partner cross-functionally with Inside Sales, IT, Marketing, and Production to ensure cohesive customer experiences. • Collaborate with supervisors to maintain a structured onboarding, cross-training, and continuing education program. • Execute training materials and collaborate with SME on performance improvement plans that reinforce SnugZ brand standards and service quality. • Ensure all team members understand product updates, process changes, and technology tools critical to success. • Proactively identify process bottlenecks or inefficiencies and implement effective solutions. • Champion a solution-driven mindset — empowering team members to resolve challenges with creativity and ownership. • Lead and execute departmental initiatives that enhance the customer experience journey and operational scalability.

• Perform data entry and validation across financial systems and spreadsheets • Assist with general ledger (GL) entries and accounting support tasks as needed • Support monthly close activities, including reconciliations and reporting preparation • Build, maintain, and improve Excel spreadsheets and financial models • Conduct financial and operational data analysis to identify trends and discrepancies • Clean up and standardize spreadsheets, reports, and datasets for consistency and accuracy • Collaborate with internal teams to ensure timely and accurate financial deliverables • Prepare and organize financial reports and supporting documentation • Assist in maintaining accurate financial records and audit-ready files • Support process improvements and identify opportunities for operational efficiency • Perform additional finance and reporting-related tasks as assigned

• Responsible for all backend project management while working closely with end users, sales executives, suppliers, and account managers • Helping the assigned sales executive develop long-term relationships with a portfolio of clients • Connecting with clients to provide promotional product solutions • Talking to prospects, conducting discovery calls, and filtering potential customers • Setting sales appointments for account executives

• Provide expertise with all facets of the Employee Navigator platform, as well as any other alternate technology platforms • Implement and maintain standard internal processes for data collection templates and client-specific benefit rules • Completes testing scenarios during implementation to ensure system accuracy • Coordinates with service providers to set up Electronic Data Interface as appropriate • Provides technology education and enrollment support during open enrollment periods • Provides support to internal Account Executives and Benefit Strategists regarding technology needs • Creates and maintains process workflow associated with the Benefits technology implementation process.

• Own the end-to-end execution of custom client orders, from project kickoff through production, delivery, and final invoicing. • Partner closely with sales, design, manufacturing, and logistics teams to ensure projects remain on schedule and aligned with client expectations. • Build and refine systems, workflows, and processes that improve efficiency, scalability, and consistency across the business. • Proactively identify timeline risks, operational bottlenecks, and communication gaps, and develop solutions before they impact delivery. • Maintain clear communication with internal and external stakeholders, ensuring an elevated client experience at every touchpoint. • Help leadership forecast capacity, prioritize projects, and allocate resources effectively across teams and partners.

• Ideate innovative and effective learning experience solutions in collaboration with peers and/or team lead. • Lead or participate in project team working meetings, brainstorm sessions, and other collaborative meetings to generate ideas that help our clients achieve their goals. • Research and distill client-provided source materials to identify and document key learning points. • Develop assigned project deliverables using tools such as Microsoft Word, PowerPoint, Excel, Adobe Acrobat, etc. • Demonstrate proficiency in Experiential Learning by communicating key learning points through interactive, fun learning experiences. • Stay abreast of developments and trends in the areas of adult learning and instructional design. • Collaborate with other departments—graphics, production, logistics, etc.—when deliverables require the involvement of others outside of the Creative team. • Regularly utilize Teamwork (our project management software) to stay on top of key creative milestones and manage due dates for your assigned project tasks.