• Managing incoming customer interactions via phone, chat, and email. • Providing clear and accurate information about a wide range of home technology products. • Assisting customers with technical troubleshooting and product-related questions. • Handling warranty requests, repairs, and replacement processes. • Advising customers on suitable products based on their needs and preferences. • Ensuring a high level of customer satisfaction through professional and empathetic communication.

• Initial point of escalation for Customer Experience peer group, conducting research and work cross functionally to resolve or escalate problems. • Training and mentoring Customer Experience Representatives including incorporation of strategy, efficiency, and effectiveness into daily job performance. • High level of participation/leadership in process and quality improvement activities. • Ability to demonstrate a high level of Customer Experience acumen acquired through substantial gained experience. • Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution. • Actively manage multiple customers assigned to the team member’s roster and your roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing. • Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster. • Prepare client profiles by gathering information and assign codes using basic knowledge of SDS and hazardous waste coding and disposal requirements. • Responsible for all case management tied to the team member’s assigned accounts as well as your accounts. • Regularly review, analyze, and prepare reports on the status of customers’ orders. • Conduct proactive calls to ensure ongoing communication with existing customers. • Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers’ needs. • Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services. • Perform other reasonably related tasks as assigned by management.

• Order Cycle Management • Prepare routine purchase orders for customers and contract orders for the sales department. • Assist sales representatives with order administration, price approvals and requests for volume changes or corrections. • Review and act daily on orders: open, invoiced, overdue and backlog, ensuring the smooth flow of the order cycle. • Manage order cycle failures by interacting with internal areas (sales, logistics, finance, supply chain, audit, etc.) to release orders and resolve issues. • Customer Communication and Relationship • Serve as the focal point for servicing key accounts and distributors, ensuring specialized support. • Act as the interface between the customer and internal teams, supporting problem resolution, decision-making and delivery arrangements. • Provide information about products, lead times and pricing, responding to inquiries and requests via email and call center. • Participate in meetings with external customers for operational and strategic alignment. • Control, Analysis and Continuous Improvement • Notify sales representatives and managers about potential issues with contract or sales orders. • Anticipate billing-related issues by analyzing refusals and returns (causes, one-time reversal and permanent correction). • Monitor processes for internal and external audits, ensuring document compliance. • Analyze internal and customer processes, proposing improvements for efficiency, control and quality.

• Own the end-to-end Commercial Technology vision and multi-year roadmap, aligned to revenue growth, customer experience, and enterprise architecture. • Partner closely with senior Commercial, Sales, Marketing, and Technology leaders to prioritize initiatives based on business value. • Translate complex business needs into integrated, scalable technology solutions. • Provide portfolio governance including capital planning, funding forecasts, and benefits realization. • Lead delivery of customer-facing platforms such as CRM, CPQ, Order Management, ERP, pricing systems, and customer/dealer portals. • Own executive-level escalation and resolution of customer-impacting issues. • Establish KPIs and operating rhythms to track delivery, adoption, financial performance, and customer outcomes. • Champion automation and responsible AI to improve speed, accuracy, and cost-to-serve. • Define how systems should work together to create seamless end-to-end customer experiences. • Promote modern product delivery and Agile practices where appropriate. • Lead and develop leaders and their teams, with the ability to scale the organization as business needs grow. • Assess talent gaps and build high-performing, execution-oriented teams. • Balance strategic leadership with hands-on engagement and problem solving.