Customer Experience Associate

Role Customer Experience Associate Location: Canton, MI – Onsite FLSA Status: Non-exempt Travel: None Responsibilities Process customer orders and sales order changes and resolve any issues or discrepancies with order fulfillment Respond to all customer inquiries, complaints, and product support requests in a timely manner Identify and troubleshoot customer issues, providing appropriate solutions and ensuring resolution Proactively engage with customers to understand their needs, preferences, and concerns Establish and maintain excellent rapport with internal and external customers and vendors Collaborate with cross-functional teams to address customer concerns and improve customer experience Follow up with customers to ensure their satisfaction and gather feedback Provide product recommendations, information, and upselling opportunities to customers Continually build knowledge of products and services Participate in team meetings and projects as needed Follow all Millcraft policies, procedures, and guidelines as outlined in the employee handbook and departmental SOPs Ensure a safe working environment by strictly following all safety protocols and standards, including reporting unsafe conditions, near‑misses, and incidents immediately to your manager Demonstrate the Millcraft Core Values (Family, Responsible, Passion, Deliver, Aspire, and FUN) in day‑to‑day work and interactions Other duties as assigned Qualifications 1‑3 years of experience in customer service, sales, or product management role preferred Effective problem‑solving, high customer satisfaction, and efficiency Previous experience in customer service, preferably in specialized products Proficient in using ERP (D365) and CRM (Customer Relationship Management) software and customer service tools Strong problem‑solving and decision‑making abilities Ability to multitask and prioritize tasks effectively Detail‑oriented with a strong focus on accuracy and attention to detail Strong verbal and written communication skills, with the ability to effectively interact with diverse customers Ability to work independently and prioritize tasks effectively in a fast‑paced environment Success Metrics High Customer Satisfaction Scores (CSI) High First Contact Resolution (FCR) Rate Order Line Activity (OLA) at or above average Positive Net Promoter Scores (NPS) Positive Customer Effort Score (CES) Work Environment The work environment is generally representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment is moderately quiet to moderately noisy. Temperature is moderated by heat in the winter and air conditioning or air circulation methods in the summer. Benefits Medical, Dental, & Vision Generous Time Off Policies Profit‑Sharing Health Savings and Flexible Spending Accounts Accident and Critical Illness Employee Assistance Program Military Leave Pay Voluntary Dependent Life Insurance Wellness Program Company Paid Holidays 401k Retirement Savings Plan Company Paid Short- and Long‑Term Disability Company Paid Life Insurance Veteran’s Day Pay Tuition Reimbursement Program Equal Employment Opportunity Millcraft Paper Company is an EEO employer. We are committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, or veteran status. Millcraft Paper Company complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Millcraft Paper Company. #J-18808-Ljbffr Millcraft