Customer Experience Representative

Position Summary

As a Customer Experience Representative, you will be the voice of our brand, responsible for delivering exceptional service and support to our customers across various channels. You'll play a key role in ensuring customer satisfaction, loyalty, and advocacy.

Essential Functions

• Serve as the first point of contact for customer via phone & email.
• Resolve customer inquiries, issues, and complaints promptly and professionally.
• Enter customer orders into the ERP system
• Provide accurate information about products, services, policies, and procedures
• Collaborate with internal teams to ensure customer needs are met effectively.
• Document customer interactions and feedback to help improve processes and products.
• Identify opportunities to enhance the customer experience and suggest improvements.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Utilize knowledge, experience, & collaboration with others to improve the overall customer experience.
• Perform other duties as assigned.

Position Qualifications

• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Conflict Resolution - Ability to deal with others in an antagonistic situation.
• Customer Orientation - Ability to take care of the customers; needs while following company procedures.
• Detail Orientation - Ability to pay attention to the minute details of a project or task.
• Energetic - Ability to work at a sustained pace and produce quality work.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to identify alternative solutions to a problem and to select the best option; the ability to identify the system component that is causing the error, as well as the options available for resolving it and completing the task.
• Relationship Building - Ability to effectively build relationships with customers and coworkers.
• Self-Motivated - Ability to work independently to stay focused and complete the task.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Education & Experience

• Education: High school diploma or equivalent. Bachelor's Degree in a Science field preferred.
• Experience: One to three years experience working in a laboratory preferred.

Computer Skills

• Must be proficient in Microsoft Office, know how to use the internet for research, as well as adapt easily to new systems.

Physical Requirement

• Sit 75% of the workday;
• Use computer keyboard, 10 key, and other office equipment

Work Environment

• Office environment in a controlled atmosphere building.
• Occasionally will perform duties in a connected warehouse that is heated during the winter months and opened to outside air during the summer months.