Customer Product Specialist

Description

Position Summary

The Customer Product Specialist (CPS) delivers revenue growth with existing customers by identifying and capitalizing upon add-product opportunities. The CPS uses training and influence to build sustainable growth processes within the Service team. The CPS will play a critical role in driving revenue growth and optimizing service department performance at Nixon Medical. The position combines hands-on collaboration with Route Service Representatives (RSRs) and customers to uncover new opportunities while delivering strategic leadership to boost service excellence.  

The specialist will generate actionable insights through data analysis, identify training needs, and lead initiatives to maximize account potential. Success in this role will hinge on the ability to connect directly with teams and customers, turning data into action and empowering RSRs to develop Add-Product selling skills.

Essential Functions

• Set and maintain weekly Add Product sales goals by route to align with company growth objectives.
• Develop, distribute, and track weekly performance metrics, including add product results, IMU reports, and customer/associate lead generation.
• Collaborate with Service Management to train RSRs on product applications and sales techniques, identify opportunities for upselling, and provide actionable feedback.
• Partner with the Marketing Department to design and implement Add Product promotions and distribution void campaigns.
• Analyze customer and route data to generate targeted action plans for account growth.
• Identify new product opportunities based on field observations and collaborate on their integration into service offerings through Marketing.
• Facilitate training and team meetings to address current and emerging challenges, ensuring alignment with division and company-wide goals.

Leadership Responsibilities

• Regularly assess and document RSR performance during ride-alongs, leveraging technology to provide clear performance data.
• Ensure RSRs consistently uphold the "All About Service" philosophy in all customer interactions.

Impact of This Role

By bridging the gap between strategic growth initiatives and frontline execution, the Customer Product Specialist ensures Nixon Medical stays ahead in revenue optimization and customer satisfaction. This position not only supports immediate growth goals but also establishes sustainable practices for long-term success in the Service Department. Other impact of this role may include product quality evaluation and recommendations, inventory usage analysis and establishing best practices around communicating with customers in regard to these opportunities. 

Requirements

Education

• High School Diploma or GED required. College level coursework and/or degree preferred. 

Experience

• Minimum of five years in a service, sales or marketing role, with demonstrated success in revenue growth and customer relationship management.  

Knowledge & Skills

• Proficient in MS Word, Excel, and Outlook.
• Strong verbal and written communication skills.
• Experience in data analysis, marketing strategies, and performance evaluation.
• Proven ability to identify potential challenges and implement training programs to address them.
• Exceptional organizational skills, decision-making ability, and project management skills.

Certifications & Licenses

• Valid driver’s license and clean driving record required.

Work Environment/Physical Demands

• Standard uniform or attire per company policy.(RSR Uniform while on route)
• Required use of PPE in designated situations.
• Position involves sitting, standing, walking, and regular use of stairs throughout the workday.
• Lifting up to 75 pounds occasionally.
• Frequent computer use for reporting and communication.
• Regular local travel for route-based responsibilities and customer visits.

About Nixon Medical

For more than 55 years, Nixon Medical has been a trusted leader in providing premium medical apparel and linens to outpatient healthcare centers. Our commitment to exceptional service has earned us partnerships with some of the largest regional health systems in the United States, and we proudly serve over 10,000 locations every week. As a mission-driven organization, we’ve built an award-winning workplace culture rooted in respect, integrity, and growth. Our mission, to grow and create opportunities that enrich each other’s lives, comes to life through a culture focused on helping our associates become the best versions of themselves while empowering our customers to deliver outstanding patient care.

Nixon Medical is proud to partner with Work Step, a cutting-edge text messaging-based associate feedback platform, to drive an amazing culture of associate engagement and continuous improvement.

We believe to grow and create opportunities that enrich each other’s lives, opportunities must be available to all. Our commitment to having a diverse, equitable, and inclusive workforce will strengthen our progress to continue offering long-term career opportunities while providing best in class solutions for our customers.

Nixon Medical is an EEO/Affirmative Action Employer.