Inside Sales & Customer Experience Specialist

Job Description

Job Description

Description:

Who we are

Founded in 2014 and based in Asheville, North Carolina, Poppy Handcrafted Popcorn Inc is a leading gourmet popcorn company in the U.S. We sell direct-to-consumer, wholesale and Grocery retail throughout the U.S. Poppy is the fastest-growing small to mid-sized CPG company in its category and boldly pursues ambitious goals that outperform the industry.

We believe in using only the best ingredients. We believe in spending way too much time thinking up flavor combinations and making way too many batches of popcorn to get those recipes just right. We believe in savory. And sweet. And we especially believe in savory and sweet. Simply, Poppy makes the best popcorn you will ever eat.

We are a people first organization and offer a professionally challenging and rewarding work environment. We are looking for innovative, creative, high energy, and talented professionals that have a passion for growing strong brands and products, thriving in an entrepreneurial environment, and building and leading fun, high-performing teams.

Location

Onsite at Asheville, NC Company Headquarters

We are seeking a proactive, confident and customer-obsessed, Inside Sales and Customer Experience Specialist to elevate the overall customer journey and brand experience. As a voice of the Poppy brand, this role is responsible for creating meaningful customer conversations, supporting sales efforts, and ensuring every interaction reflects our commitment to delighting our customers.

In this role, you will engage directly with customers and prospective customers over the phone, in writing, and in person. You will support inbound customer inquiries while also proactively reaching out to current, lapsed, and prospective customers to introduce Poppy products, share promotions, take orders, generate new business opportunities, and strengthen customer relationships. This role will include outbound sales activity and performance goals tied to customer engagement and revenue generation.

The ideal candidate is an engaging and tenacious self-starter who thrives in a fast-paced environment and enjoys building relationships, and delivering exceptional customer experiences. This individual is energized by both sales and customer service, takes initiative, communicates confidently, and cares deeply about customer loyalty, brand representation, and overall experience.

You will collaborate cross-functionally with operations, fulfillment, marketing, and sales teams to continuously improve how we connect with, support, and grow our customer base while maintaining high service standards and a positive, solutions-focused approach.

Key Responsibilities

• Conduct daily outbound phone calls to current, lapsed, and prospective customers to introduce products, promotions, gifting opportunities, and sales offers, meeting both sales dollar and activity targets
• Support inbound sales opportunities and help customers complete purchases while working toward sales and customer service goals
• Respond to customer inquiries by phone, email, online channels, and in person in a timely and professional manner
• Take, enter, process, and adjust customer orders accurately
• Assist customers with account questions, product recommendations, shipping updates, returns, exchanges, order adjustments, and pickup coordination
• Manage daily customer workflows within Gorgias, Shopify Inbox, and similar customer communication platforms
• Deliver a positive, friendly, and solutions-oriented customer experience that reflects the Poppy brand
• Partner with fulfillment, operations, marketing, and sales teams to ensure smooth order processing and customer follow-through
• Partner with marketing to ensure FAQs, customer responses, and support content remain accurate and up to date across key customer platforms
• Create and maintain customer service, sales activity, and customer feedback reports and communicate trends, concerns, and opportunities to leadership

Qualifications

• Recent college graduates encouraged to apply
• Strong verbal and written communication skills with a professional and customer focused communication style
• Highly motivated and confident communicating across multiple communication avenues
• Comfortable spending significant time on the phone with customers and prospects
• Strong organizational skills and attention to detail
• Proficiency in Google Workspace (Docs, Sheets, Gmail, Drive) and ability to learn customer support platforms such as Gorgias, Shopify Inbox, Zendesk, or similar systems
• Comfortable working across multiple systems and platforms to resolve issues; experience with Shopify, ShipStation, Fishbowl, or similar platforms is a plus
• Strong analytical and problem-solving abilities with a focus on identifying trends and driving process improvements.
• Tech-savvy and comfortable implementing new tools, workflows, and ecommerce technologies to enhance customer experience operations.

What We Offer

• Competitive hourly pay or salary, depending on experience
• Employer Subsidized Health Insurance Plans
• Voluntary Supplemental Coverage Options
• PTO and paid holidays
• Fun, collaborative and values-driven work environment
• Endless popcorn perks!

Reports To

Growth & Brand Marketing Senior Manager

Collaborates With

Marketing, Sales, Ops, Customer Service

Direct Reports

None

Classification

This position is full-time, non-exempt

Estimated Weekly Hours

40+, Monday-Friday