Customer Experience Field Representative

Job Description

Job Description

POSITION SUMMARY: 

The Customer Experience Field Representative serves as the primary point of contact for Gaumard customers, ensuring a seamless onboarding process and continued support post-purchase. This role focuses on building strong customer relationships through onsite visits, proactive follow-ups, and premium customer engagement. Additionally, the Customer Experience Field Representative represents the company at trade shows and utilizes product knowledge to guide customers to appropriate solutions.

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. 

SUPERVISION RECEIVED AND EXERCISED: 

Receives direct supervision from management personnel; may assist other departmental employees in performing the job functions. Does not supervise any other position(s). Frequently exercises discretion.

DUTIES AND RESPONSIBILITIES: 

• Welcome and onboard new Gaumard customers.
• Actively follow up with customer base post purchases, services rendered and support interactions.
• Conduct customer visits to build stronger relationships and gather direct feedback.
• Perform customer experience visits following an escalated case simulator repair, as needed.
• Act as the point of contact for premium customers.
• Provide additional onsite training for Premium customers.
• Represent the company at trade shows.
• Provide shipment and delayed order updates to customers.
• Provide introductory information to customers for newly purchased products.
• Direct customers to appropriate channels where necessary to resolve queries and concerns.
• Escalate complex issues to the appropriate departments while maintaining ownership of the case until resolution.
• Have In-depth knowledge of the product lineup and services provided. 
• Research and respond to customer inquiries and requests.
• Use product knowledge and understanding of company departments, services, and practices to find appropriate solutions/customer actions.
• Carry out clerical duties such as answering phones, responding to emails and document preparation.
• Performs other duties as required. 

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree in business, communications or related field; OR High school diploma plus 3 years customer service experience; or equivalent
• Must have at least two years of experience working with and possessing knowledge of Gaumard products
• Must be able to communicate effectively in English. Both written and verbal
• Bilingual Spanish is a plus
• Ability to travel approximately up to 50% of the time 
• Must be organized and able to provide detailed reports
• Must be able to follow guided prompts where appropriate
• Must possess excellent customer relations skills
• Must be good listener
• Must display a positive helpful attitude at all times when dealing with customers
• Must possess ability to diligently record customer feedback
• Must be familiar with standard office software packages such as Microsoft Office
• Familiarity with SAP is a plus

• Excellent communication skills.
• Ability to work without supervision.

 

PHYSICAL/MENTAL REQUIREMENTS: 

• Ability to express and exchange ideas and information in both written and verbal formats to convey detailed instructions with accuracy.
• Ability to communicate (read and write) effectively in a business environment. 
• Ability to follow procedures and instructions.
• Ability to sit at a desk for long periods to assemble documentation and record data.
• Ability to walk the facilities to collect necessary data.
• Ability to lift, pull, push and carry objects and supplies (up to 75lbs).
• While performing the duties of this job, the employee is regularly required to sit and use his/her fingers. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to exercise independent judgment in determining how to conduct assigned tasks. 
• Should possess excellent eye-to-hand coordination and manual dexterity. 
• The employee is interchangeably required to sit, stand, and walk.

BENEFITS:

• Competitive Pay / Salary commensurate with experience.
• Full health benefits (medical, vision, dental).
• Paid Time Off (PTO).
• 11 Paid Holidays.
• 401k Retirement plan with 100% employer match up to 5% of employee's contribution.

 

Hours: Monday to Friday 8:00 AM to 4:30 PM. Must be willing and able to work some Saturdays or stay beyond scheduled hours if needed.

 

The above job description supersedes all previous descriptions. This job description is intended to be a tool to describe the primary purpose of the job and the KEY duties and responsibilities.  This description does not state or imply that the functions listed above are the only tasks to be performed by the employee occupying this position. Management has the right to add to or change the job responsibilities at any time .

Equal Employment Opportunity Statement: Gaumard Scientific is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Gaumard Scientific is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Gaumard Scientific are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Gaumard Scientific will not tolerate discrimination or harassment based on any of these characteristics. Gaumard Scientific encourages applicants of all ages.