Customer Experience Representative (Hybrid)

This position serves our customers as the primary contact for anything they need while executing our customer experience mission statement. Representatives must demonstrate product-area expertise to adequately provide consultation, suggestions, and options to customers based on product availability, price, and timing. This position also interfaces with internal departments and both domestic and overseas suppliers as needed to complete customer inquiries.

To be successful in this role, you must take complete ownership and initiative in resolving customer inquiries. Diligent follow-through skills are a must to ensure tasks are managed properly, responded to, and resolved timely and accurately. Attention to detail is required to ensure accurate information quickly and to deliver a world class customer experience.

50% of your time – Communicating with customers (email, phone, electronic fax, and chat)

20% of your time – Communicating with supporting departments

20% of your time – Communicating with suppliers

10% of your time – Regular team meetings, one on one’s, and training sessions

Primary Responsibilities

• Solving problems and delivering world class customer experiences
• Provide support to customers, internal departments
• Provide quotes, orders, support, status checks, inventory availability, invoice information, and other similar activities
• Order approvals from online orders
• Diligent follow through to ensure tasks are completed and customers are taken care of quickly and accurately
• Proper administration and usage of our customer ticketing system
• Order updates (Delivery timelines, payments needed, etc)
• Meeting expectations in key performance indicators (tickets resolved, service levels, order accuracy, and customer satisfaction)
• Product and service recommendations/suggestions

Skills And Abilities

• Well organized
• Initiative and drive to seek answers and resolutions
• High proficiency with time management and prioritization
• Ability to take ownership and accountability of all inquiries and their resolutions
• Strong problem-solving skills
• Diligent follow-through
• Demonstrated proficiency with common computer applications including Microsoft suite of products
• Professional and excellent communication skills (verbal and written)

Qualifications

• Bachelor’s Degree preferred
• Minimum of 2 years of relevant experience in a customer service position (account management, customer service, customer success, etc.)
• High school diploma or GED required

This is a HYBRID position with 90% of time being remote following training.