Customer Experience and Sales Administrator
CYB Human Resources, Englewood, CO, United States
Customer Experience and Sales Administrator
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. 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 reports, 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 This position does not require travel. Requirements Required Education and Experience High school diploma or equivalent required
One to three (13) 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 (13) 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 Order entry accuracy
Call quality and response time
CRM data integrity
Customer satisfaction metrics
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. 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 reports, 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 This position does not require travel. Requirements Required Education and Experience High school diploma or equivalent required
One to three (13) 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 (13) 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 Order entry accuracy
Call quality and response time
CRM data integrity
Customer satisfaction metrics