Customer Engagement Specialist

Role Snapshot

The Customer Engagement Specialist plays a key role in delivering an exceptional customer experience while supporting account growth across assigned customers. This role partners closely with Sales, Customer Experience, and Marketing teams to onboard new customers, manage private label programs, and identify opportunities for increased value through expanded testing and services.

If you enjoy building relationships, solving problems, and balancing customer care with growth initiatives, this role offers meaningful impact and professional development.

What You’ll Do

Customer Engagement & Onboarding

• Prepare and deliver proposals for assigned opportunities ($10K–$30K annual value)
• Onboard and train newly quoted customers, ensuring a smooth and positive experience
• Support setup and onboarding of new Private Label Program (PLP) and POLARIS Direct customers
• Manage customer inquiries, concerns, and complaints to ensure satisfaction

Account Growth & Program Management

• Assess existing ONLINE and PLP accounts for growth opportunities
• Identify ways clients can expand usage through increased testing, new testing, or sampling accessories
• Review low‑revenue PLP programs to determine continuation or conversion opportunities
• Assist with past‑due accounts by identifying root causes and coordinating payment resolution

Cross‑Functional Collaboration & Systems Support

• Partner with Strategic Account Managers on product establishment and new requirements
• Maintain accurate customer and account data within Salesforce CRM
• Participate in CRM clean‑up efforts and platform improvements
• Support recruitment initiatives, customer programs, and events (including Reliability Summit participation, as directed)

Ideal Candidate

You are a relationship‑driven, detail‑oriented professional who enjoys helping customers succeed while identifying thoughtful opportunities for growth. You bring a customer‑first mindset, work well across teams, and stay organized while managing multiple priorities. You approach challenges with a solution‑focused attitude, communicate confidently, and continuously look for ways to improve both customer experience and internal processes.

What You Bring

• Proven experience in customer service, account management, and/or sales
• Strong communication skills with the ability to present and influence effectively
• Demonstrated success delivering customer‑focused solutions
• High attention to detail and strong organizational skills
• Ability to collaborate across departments
• Experience using CRM platforms (Salesforce preferred)
• Familiarity with Microsoft Office and project or ticket management systems

Additional Responsibilities

• Support administrative, campaign, and project‑based initiatives as needed
• Participate in sales and customer experience skill development
• Identify and submit continuous improvement ideas
• Provide coverage or support to other teams as business needs require

Company Standards & Work Environment

All employees are expected to adhere to POLARIS policies, standards of conduct, and quality management systems. This role operates within a laboratory environment and requires compliance with all safety and training requirements.

Why Join POLARIS?
 At POLARIS, you’ll be part of a collaborative, mission‑driven team focused on delivering exceptional customer value, continuous improvement, and professional growth.