SUMMARY
Under supervision and with direction, the Customer Experience Representative I is responsible for performing all clerical, customer service and internal coordination tasks to ensure customer orders and customer complaints are processed in a timely manner with high degree of accuracy to the complete satisfaction of Company customers. In addition, CER I are responsible for keeping customers updated with order, shipment and warranty case status.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Acknowledge, review, process, and confirm customer purchase orders accurately and efficiently.
• Enter new customer and contact information into ERP and CRM systems in compliance with established procedures.
• Provide solutions-oriented customer support, resolving issues effectively over the phone.
• Foster strong customer relationships through proactive and professional phone communication.
• Monitor and follow up on orders held for release or other pending issues to ensure timely resolution.
• Collaborate with Operations, Quotation Specialists, and Project Managers on scope changes and change order requests.
• Address customer complaints by gathering relevant information, coordinating with internal departments, and resolving cases within set standards and procedures.
• Maintain proactive communication with customers regarding order and complaint case status.
• Accurately enter custom-engineered product orders into the ERP system in coordination with Project Managers and within established timelines.
• Organize, update, and upload order correspondence and information in the document repository system, ensuring linkage to the CRM system.
• Coordinate with the credit department to address credit status, terms, and payment processes for customers.
• Support the Finance team in collecting overdue invoices by following up with customers as needed.
• Advocate for customers within the organization, ensuring their needs are prioritized and addressed.
• Maintain a professional demeanor, positive attitude, and uphold the company’s values and standards.
• Take on additional tasks and responsibilities as assigned, contributing to team success.
• Exhibit a self-starting attitude and a strong team-player mindset.
• Complete all tasks in a timely, accurate, and courteous manner, ensuring exceptional customer service.
• Accommodate customer requests within company procedures, escalating to supervisors as necessary.
• Comply with all policies and guidelines outlined in the employee handbook.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Passion for Customer Experience Excellence
• Ability to work under pressure
• Ability to establish strong relationships with customers over phone
• Technical aptitude
• Attention to detail
• Basic knowledge of electrical power
• Self-starter with a positive attitude
• Excellent verbal, listening and written communication skills.
• Excellent prioritization skills
• Excellent organizational and time management skills
• Proficiency in computer skills (MS Outlook, MS Teams, MS Word, System directories)
• Align with company goals and values
EDUCATION and/or EXPERIENCE
• This position requires a high school diploma or equivalent
• 2+ year of customer service experience, including data entry
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee will:
• Sit for long periods of time.
• See well enough to read/compose reports and use the computer.
• Hear well enough to communicate with coworkers.
• Climb, stoop, and kneel rarely.
• Fine finger manipulation includes writing, typing and using the phone system.