Customer Sales And Service Lead

Job Description

FUNCTION

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This Sales & Service Professional provides exceptional care to existing customers while building a regional customer growth portfolio. Initially focused on mastering NovaVision’s products, systems, and customer engagement processes, this position will handle order entry, customer inquiries, status updates, and claims resolution. Time invested working side-by-side with the local production team will ground you in the products and services we offer, the systems we use, and the challenges we routinely face and overcome.

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As expertise grows, the role will shift toward outbound market development — prospecting new business, expanding existing accounts, and supporting NovaVision’s long-term growth. This hybrid professional will be deeply connected with production site operations and will participate in sales workshops and training across NovaVision locations. As you are familiar with the company and team, the responsibilities can be met through hybrid work – three or four days in the office, and one or two days working from home. While most customer outreach can be managed through phone, video and email connections, the ideal candidate will also enjoy local travel to client meetings, site visits and sample deliveries. Whatever it takes to develop the regional market within 30 miles of our local facility.

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This position can be organized around 32 hours/week or a full-time schedule, welcoming experienced professionals seeking a flexible schedule with school-aged children, aging parents or other interests and responsibilities. Full benefits will be offered with a minimum 32-hour schedule.

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KEY RESPONSIBILITIES

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Customer Service & Order Operations (Primary Early Role)

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1. Enter customer orders accurately into the ERP system and maintain complete, timely order documentation.

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2. Communicate order status updates, revisions, shipment details, and issue resolution to customers.

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3. Receive and respond promptly to inquiries, complaints, and claims.

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4. Collaborate with technical leads and production teams to clarify requirements, resolve issues, and understand product capabilities.

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5. Maintain CRM records, contact logs, customer information and opportunities.

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6. Support sample requests, literature distribution, and general customer needs.

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Sales Development & Prospecting (Growth-Focused Role)

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1. Conduct outbound outreach (phone, email, video) to develop new leads and grow existing accounts.

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2. Qualify prospects, conduct needs assessments, and introduce NovaVision’s product portfolio.

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3. Identify cross-sell opportunities based on product knowledge and customer applications.

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4. Manage follow-ups, nurture pipelines, and close smaller-scale deals.

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5. Provide basic customer service support for accounts transitioned from prospecting to active customers.

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6. Participate in regional visits with clients and prospects, with occasional travel to other facilities for training.

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Note: During the initial ramp period, this sales and service lead will dedicate 40–50% of daily time & effort to outbound business development activities (calls, emails, and follow-ups. As customer accounts are established and order volume increases, this allocation will naturally adjust while maintaining consistent prospecting efforts. This level of activity is expected to include approximately 40–50 outbound calls per day, along with related prospecting and follow-up efforts to develop a solid opportunity pipeline.

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Internal Collaboration & Team Support

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1. Maintain a working understanding of all NovaVision products and manufacturing capabilities.

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2. Share customer insights, market trends, and product feedback with the sales organization.

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3. Participate in sales team workshops, training sessions, and process improvement initiatives.

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4. Perform other duties as assigned by the Outbound Sales & Sales Manager.

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REQUIREMENTS

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Experience & Skills

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- 3-5 years’ experience in sales, customer service, business development or hybrid roles.

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- Demonstrated resilience in cold-calling, prospecting, and handling frequent rejection.

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- Strong communication skills — written, verbal, and interpersonal.

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- Ability to work in a structured, disciplined manner with excellent follow-through.

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- Strong technical aptitude with ERP, CRM, and Microsoft Office tools.

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- Demonstrated growth mindset — enthusiasm for learning, development, and taking on new challenges.

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- Ability to travel periodically for training and customer interactions

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Education

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- Bachelors degree preferred

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Preferred Attributes

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- Drive, curiosity, and an entrepreneurial approach to customer engagement.

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- Passion for NovaVision’s mission and solutions: Protecting brands, products and people.

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- Comfort with both service-oriented and sales-driven responsibilities.

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- Strong problem-solving skills and customer-first mindset.

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- Team player – comfortable with team selling, cross-functional collaboration and organizing 

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colleagues and leadership to win with your customers

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ABOUT NOVAVISION

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NovaVision is a growing technology company specializing in anti-tampering, anti-counterfeiting, security and durable label products. The company is headquartered in Bowling Green, Ohio with production facilities in Atlanta, Georgia, Winston-Salem, North Carolina, Hudson, Wisconsin and Warminster, Pennsylvania.  NovaVision is an Equal Opportunity Employer providing equal employment opportunity (including recruiting, hiring, training, compensation, benefits, promotions, etc.) without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, veteran status or another characteristic protected by applicable federal, state or local law.