Sensaria is a leader in the Wall Decor and Print-On-Demand industry. We operate 8+ e-commerce storefronts, two business-to-business brands, in-house art creation, and coast-to-coast production facilities. Sensaria brings moments and art to life. We are proud to be a leading innovator in our industry, enabling more for customers - more products, more quality and speed. We are enthusiastic, we think bigger and work hard to unlock opportunity and achieve incredible results.

Where most see a blank canvas, Sensaria sees infinite possibility. The chance to impact the senses and shape a moment in time, realizing a vision of design and decor that can reinvent, renew, and revive. With equal parts passion and operational excellence, Sensaria creates new ways to bring art and memories to life in any space. And through innovation, quality and speed, the company empowers unlimited growth potential for clientele. Enabling more for customers - more efficiency, more creativity, and more moments of inspiration, Sensaria thinks bigger and bolder to unlock opportunity and achieve incredible results together.

Job Description Overview:

I. Role Purpose

The Commercial Sales Support Specialist — Inbound and Customer Support role is the first point of contact for Sensaria's commercial customers and prospective partners. This role is responsible for managing inbound sales inquiries, supporting the commercial sales team, and delivering exceptional customer experience from initial contact through order fulfillment and beyond. The ideal candidate is a proactive communicator with a customer-first mindset, strong organizational skills, and a working knowledge of print production or manufacturing environments.

This position bridges the gap between sales and operations by translating customer needs into actionable requests while keeping accounts informed, engaged, and satisfied throughout the relationship lifecycle. This role is onsite 3-4 days per week in our Morrisville, NC office.

II. Essential Duties and Responsibilities:

Inbound Sales Support

• Serve as the primary point of contact for inbound commercial inquiries received via phone, email, chat, and online submissions.

• Qualify inbound leads and gather key information to route opportunities to the appropriate account manager or sales team member.

• Respond to requests for quotes (RFQs), product information, pricing, capabilities, and turnaround times in a timely and professional manner.

• Maintain and update CRM records to ensure accurate tracking of all inbound leads, opportunities, and customer interactions.

• Support the commercial sales team in managing pipelines, follow-up cadences, and documentation for active opportunities.

Customer Support and Account Management

• Serve as the day-to-day point of contact for assigned commercial accounts, building strong relationships and delivering proactive communication.

• Handle order inquiries, status updates, change requests, and issue resolution with urgency and professionalism.

• Coordinate with production, scheduling, and logistics teams to ensure accurate order information and on-time delivery.

• Proactively communicate delays, substitutions, or production changes to customers and propose solutions before issues escalate.

• Conduct post-order follow-up to confirm satisfaction, address concerns, and identify opportunities for repeat business or expanded services.

III. Additional Task and Responsibilities

Order Processing and Administration

• Enter and manage customer orders accurately in Sensaria's order management and production systems.

• Review order specifications for completeness and accuracy, coordinating with customers to resolve any discrepancies prior to production.

• Process sample requests, artwork submissions, and pre-production approvals in accordance with established workflows.

• Maintain organized records of customer accounts, order histories, pricing agreements, and communications.

• Generate and distribute reports on order status, open inquiries, and account activity as needed.

Cross-Functional Collaboration

• Act as a liaison between commercial customers and internal teams including production, quality, logistics, finance, and customer experience

• Partner with account managers and sales leadership to support onboarding of new commercial accounts

• Communicate customer feedback and recurring issues to relevant internal stakeholders to drive process improvement

• Participate in team meetings, training sessions, and continuous improvement initiatives

IV. Professional Experience and Educational Qualifications

• 2+ years of experience in a customer support, inside sales support, or account coordination role.

• Demonstrated ability to manage a high volume of inbound inquiries with professionalism and attention to detail.

• Strong written and verbal communication skills with a customer-first approach.

• Proficiency with CRM platforms (Salesforce, HubSpot, or similar) and order management systems.

• Solid organizational skills and ability to manage multiple priorities simultaneously in a fast-paced environment.

• Comfort working cross-functionally with operations, logistics, and finance teams.

Preferred

• Experience in print production, on-demand manufacturing, promotional products, or a related industry.

• Familiarity with print specifications, file requirements, or production workflows.

• Associate's or Bachelor's degree in Business, Communications, or a related field.

• Experience supporting B2B commercial accounts or working in a manufacturing customer service environment.

• Bilingual (English/Spanish) a plus.

Benefits: Sensaria offers a competitive compensation package (base salary + commission) which includes vacation days, sick days, paid holidays, paid maternity and paternity leave, paid floating holiday, along with Medical, Dental, Vision, 401K, STD, LTD, Optional Life insurance, and opportunities for professional development. We are dedicated to creating an inclusive and collaborative workplace where every team member can thrive.

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