• Point of escalation • Research and respond to escalated inquiries and complaints from customers. • Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. • Troubleshoots to provide customer resolution. • Identifies emerging trends and notifies leaders • Provides written and verbal responses to customer inquiries. • Compose letters and emails to summarize key points from inquiries • Manage an inventory/pipeline of assigned cases • Maintain and create logs, records, and files. • Acts as a resource for information. • May perform customer setup, onboarding, and installations. • Test to make sure customer needs are met. • May provide training/product demonstrations.

• Drive category growth and achieve annual sales and commercial spend targets. • Develop category driving business plans such as new item presentations, 4P focused initiatives, and other customer presentations. • Support in Business Planning tools through proper distribution tracking, promotion administration, forecasting, and deduction management. • Identify insights and specific opportunities based on analysis of category reports generated by the Data and Reporting Team and provide recommendations.

• Offer support over multiple channels including livechat, email, phone, and social media platforms. • Provide troubleshooting and product education to customers. • Collaborate with team members on special projects to improve customer experience. • Proactively educate customers on best practices and advocate for process enhancements in the CS department.

• Proactively make outbound calls across various lead types to both existing and potential customers within your designated territory; foster meaningful conversations to determine unique requirements and challenges, qualify potential spending on wearables, while also offering practical and imaginative solutions to meet their needs. • Create and implement an effective sales approach to leverage opportunities and secure a greater share of the customers spend. • Proactively educate customers on the advantages of choosing SanMar as their preferred supplier, emphasizing our unwavering commitment to quality, inventory, product selection and customer satisfaction. • Collaborate with Territory Managers to share valuable insights about customers they may not have encountered before; assess and qualify customers for Account Executive assignment as necessary. • Enter data into Salesforce CRM with learned information about customers, creating new or enhanced opportunities for AE's and/or Territory Managers. • Serve as a product and industry expert, demonstrating profound understanding of SanMar's product offerings, marketing tools, and solutions to effectively communicate their value and relevance to customers; stay abreast of industry trends and competitors to provide informed advice and service to customers. • Keep customers well-informed about products, updates, new offerings, marketing programs, and opportunities to enhance their business. • Complete and meet deadlines for all lead lists, calling initiatives and other assigned projects, achieving the expected volume of proactive customer contacts. • Participate in and contribute to various industry trade shows, effectively analyzing potential growth opportunities while enhancing customer relationships, education and engagement. • Perform other duties as assigned. • Comply with all policies and standards.