Customer Experience Representative

About the role

The Customer Experience Representative serves as a key liaison between our customers and internal teams. This role is essential in ensuring that our engineered solutions are delivered efficiently and aligned with each customer's unique application requirements.

Responsibilities

• Serve as a primary point of contact for customer inquiries, order updates, and service needs
• Build and maintain strong relationships with customers and channel partners to support long-term satisfaction and retention
• Provide timely communication regarding order status, shipping timelines, and any logistics updates
• Cook up and maintain strong relationships with customers and channel partners to support long-term satisfaction and retention
• Coordinate proactively to ensure customer expectations are met - including adherence to lead times, shipping preferences, and payment terms
• Process and acknowledge quotes and orders accurately and within defined timeframes
• Cook up and maintain strong relationships with customers and channel partners to support long-term satisfaction and retention
• Collaborate with finance to resolve invoice discrepancies, credit issues, or billing questions
• Investigate and resolve customer concerns quickly and thoroughly, applying root cause analysis and corrective actions where needed
• Support the troubleshooting process and manage product returns, including issuing and processing RMAs
• Collect and verify critical customer information (e.g., shipping details, account data) to ensure accurate and timely delivery of the correct product for each application
• Provide up-to-date information on product availability and lead times
• Respond to requests for technical documentation, literature, or product information
• Effectively manage a high volume of incoming communication while maintaining professionalism and accuracy
• Demonstrate strong communication and interpersonal skills in all customer and team interactions
• Uphold company policies and protect sensitive information in accordance with confidentiality guidelines
• Comply with company safety standards and ISO-certified processes
• Participate in all required training sessions and team meetings
• Perform additional duties as assigned to support the business and customer needs

Requirements

• College Degree in business or related field required
• Minimum of 3 years of customer service experience in a technical industry
• Strong customer orientation and ability to adapt or respond to individuals with a respect for individual cultures and characters
• Ability to work with and communicate in a friendly, professional manner with all levels of the Company, customers, and visitors by telephone, email, and in person
• Strong ability to multi-task, prioritize, and manage your time effectively
• Proficiency in MS Office and experience with MRP/ERP systems
• Strong decision making and analytical abilities
• Detail oriented with high levels of accuracy