Sales Retention

About the role

The Customer Retention Representative is responsible for ensuring that customers remain active, continue ordering consistently, and maximize their lifetime value. This role focuses on customer engagement, relationship management, and upselling, ensuring that customers do not drop off after their initial purchase. This role is critical in driving repeat sales, preventing customer churn, and strengthening long-term business relationships.

Key responsibilities

• Monitor customer order frequency and re-engage inactive customers by tracking all customers to ensure they continue ordering as expected and identifying and following up with customers who have not ordered within 30 days
• Increase order volume and upsell new products by introducing customers to new products that fit their needs and recommending bulk purchases or higher-value product options
• Ensure smooth reordering processes for customers by providing guidance on best ordering practices to maximize efficiency and identifying common ordering issues to work with Customer Service to resolve
• Resolve customer concerns before they lead to churn by identifying pain points that may cause a customer to stop ordering and working proactively with internal teams to find solutions and retain customers
• Strengthen relationships with key accounts by maintaining regular touchpoints with high-value customers and ensuring they are satisfied with service levels and product quality
• Work closely with the Sales Executive to ensure a smooth transition after closing by gathering insights on customer needs and expectations and ensuring customers feel supported immediately after their first order
• Collaborate with Customer Service Operations to resolve recurring customer issues by providing insights on frequent order errors, delivery problems, or service gaps and helping refine internal processes
• Track and analyze retention trends by identifying why customers stop ordering and proposing solutions and providing feedback to Sales and Marketing on customer retention challenges
• Support sales teams by identifying expansion opportunities, recognizing customers who have the potential to scale their orders, and passing qualified leads for expansions or upsells to the Sales Executive