Role Description We are seeking a detail-oriented, proactive Warranty Sales Support to join our growing e-commerce team. In this role, you will initially take full ownership of our post-sale support operations, specifically managing warranty claims and 30-day exchanges. This is not a generic Virtual Assistant role. We are looking for a specialist who can master a niche, medical-adjacent product category (Sleep Apnea & CPAP equipment). For the right candidate who demonstrates confidence, accuracy, and deep product knowledge, this role has excellent growth potential to expand into high-value sales-related support. Responsibilities - Post-Sale Operations & Admin (Primary Focus) - End-to-End Warranty Management: Take full ownership of the warranty claims process, from initial customer intake to resolution and tracking. - Returns & Exchanges: Accurately process 30-day customer exchanges and returns, ensuring a seamless experience for the customer while protecting company policies. - System Navigation: Work efficiently within our internal e-commerce systems and platforms from your remote home office. - Workflow Adaptation: Help us adopt and refine a brand-new CRM and ticketing workflow currently being built over the next few weeks. - Future Growth & Sales Support (Upside Potential) - Product Expertise: Deep-dive into the sleep apnea and CPAP product category to understand technical specifications and customer pain points. - Sales Assistance: Once fully confident in the product niche, assist with product-informed sales activities, inbound inquiries, and customer upsells. What Success Looks Like - Process Ownership: You successfully take repetitive, process-driven administrative work off the core team’s plate, executing it with minimal supervision. - Accuracy & Empathy: You manage sensitive customer issues tied to warranties and medical-adjacent equipment with high accuracy and a supportive tone. - Niche Mastery: You quickly get up to speed on the complexities of CPAP and sleep apnea products, proving you can handle specialized customer conversations. Qualifications - Experience: 2+ years of experience in specialized E-commerce Customer Support, Operations, or Technical Support. (Experience in medical, health, or wellness niches is a major plus). - Tech Savvy: Comfortable learning new tools quickly; experience with modern CRMs, helpdesks (e.g., Zendesk, Gorgias), and e-commerce platforms. - Adaptability: Comfortable working in a growing business environment where workflows and systems are being actively built and optimized. - Communication: Exceptional written and verbal English communication skills, with the ability to discuss technical/medical-adjacent products confidently. - Work Environment: Reliable high-speed internet connection, a quiet home office setup, and a dedicated workspace.

• Developing and maintaining elevator market for modernization growth • Meeting customers to assess their requirements • Preparing sales negotiation data sheets and tenders • Follow up on proposals and tenders • Contract management and processing of orders

• Own end-to-end GTM strategy and sales execution across the full Americas region, including North America and Latin America. • Lead, develop, and hold accountable a distributed team of sales leaders and individual contributors. • Drive regional revenue performance, including pipeline health, forecast accuracy, and deal execution. • Build a unified regional approach that leverages shared market dynamics, customer goals, and institutional challenges across the Americas. • Partner cross-functionally with Marketing, Customer Success, and Product to align strategy and customer experience. • Serve as a senior executive presence with key accounts, prospects, and strategic partners across the region. • Shape and evolve the go-to-market structure as Instructure scales, with a focus on efficiency and sustainable growth. • Represent the Americas in executive-level planning, forecasting, and operational reviews.

• Strengthen business performance by applying deep market and customer insights to drive decisions that advance organizational goals and improve territory results. • Communicate with clarity and influence, tailoring your message to diverse audiences—from customers to channel partners to internal teams—to ensure alignment and shared understanding. • Build and sustain trusted customer relationships, delivering solutions that address real needs and reinforce a customer‑centric culture. • Differentiate Cummins in the market by clearly articulating the value proposition of products and services, helping customers understand why our solutions best meet their operational and financial objectives. • Navigate and leverage the channel ecosystem, using strong channel awareness to optimize routes to market and strengthen partnerships that support growth. • Drive profitable outcomes by developing pricing strategies that balance customer expectations with business targets, ensuring competitiveness without compromising margin. • Lead negotiations with confidence, using structured tools and methods to secure agreements that meet Cummins’ objectives while maintaining strong customer relationships. • Develop and execute strategic account plans, using forecasting, pipeline management, and customer insights to set clear objectives, track progress, and deliver sustained growth across the territory.