Customer Experience Representative (Onsite)

Key Responsibilities

• Support Sales Managers/Account Managers: Be an advocate for Sales, providing customer-centric support and being the single point of contact.
• Process phone calls and email requests/orders, offering assistance with product sizing, samples, and other information.
• Elevate customer concerns and coordinate solutions with cross-functional resources.
• Handle customer orders, returns, and refunds, ensuring clear order visibility and on-time deliveries.
• Work with internal stakeholders to ensure customer satisfaction and timely issue resolution.
• Identify opportunities to improve the customer experience and make recommendations.
• Support KPIs like OTIF >96%, EDI/Portal orders >95%, and keeping past due orders.
• Enter orders into the ERP system with precision.
• Work with the Scheduler to ensure accurate product availability and update customers.
• Resolve discrepancies with Accounting and Sales related to pricing, shipping, and quality.
• Adhere to quality and safety policies, work instructions, and procedures.

Minimum Qualifications

• A minimum of one year post-secondary specialized course work and one year of business-to-business customer service experience;
• OR high school education;
• Desired Skills:
• Excellent phone, communication and listening skills;
• Direct customer contact & order processing experience;
• Business to Business experience preferred;
• Attention to detail and ability to work effectively with others and manage multiple priorities;
• Moderate proficiency in Microsoft Outlook, Word, Excel;
• Ability to learn ERP system and processes;
• Strong ability to build and maintain rapport with internal and external customers;
• Bi-lingual - English/Spanish skills preferred;
• Two to three years of business-to-business customer service experience.

Position Requirements

• Work Environment Conditions: Inside (office)
• Equipment/Tools Used: Computer, fax, phone, copy machine, Oracle, MS Office software
• Physical Requirements: Normal Office
• Mental Requirements: Reading, Writing, Calculating
• Interpersonal Skills: Reasoning/Analysis
• Works with Minimal Supervision
• Ability to manage multiple projects and priorities