Customer Experience Representative

Under the general direction of the Director of Customer Experience, support the sales organization and ensure every customer interaction is accurate, responsive, and consistent. Build ownership of the customer experience from quote through order fulfillment and post-sale support. Partner closely with sales, operations, and customers to improve accuracy, proactively resolve issues, and support continuous process improvement across the organization.

Responsibilities

• Review customer purchase orders to ensure accuracy, completeness, and alignment with approved quotes.
• Prepare, enter, and manage sales orders within the QAD ERP system.
• Create, update, and deliver customer quotes in a timely manner.
• Support inside and outside sales teams with pricing, order, and product-related inquiries.
• Provide customers with timely quotes and order status updates.
• Investigate and resolve order issues, discrepancies, and service concerns.
• Initiate returns and credits in accordance with company procedures.
• Take ownership of customer issues and follow them through to resolution.
• Assist with customer certification and compliance documentation.
• Ensure required documentation is completed accurately and maintained appropriately.
• Perform quality reviews of quotes and sales orders to ensure consistency and accuracy.
• Identify recurring issues and opportunities to prevent errors before they occur.
• Maintain and update Standard Operating Procedures (SOPs).
• Contribute ideas to improve workflows, tools, and overall customer experience.

Requirements

• Strong attention to detail and commitment to accuracy.
• Strong communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Ability to collaborate effectively across departments.
• Proficiency with ERP systems and Microsoft Office applications preferred.

Schedule

Monday - Friday 8:00 am – 5:00 pm