Customer Experience Associate

Customer Experience Associate (CEA I)

The Customer Experience Associate (CEA I) is responsible for delivering timely, accurate, and professional support to clients across multiple communication channels. This is a foundational role focused on executing established processes, managing standard client inquiries, and building core skills in case management and problem-solving. CEA's are expected to operate with a strong sense of accountability, consistently meet performance expectations, and develop the skills required to handle more complex scenarios over time.

What You'll Do:

Client Support & Responsiveness

• Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs (response time, resolution time, CSAT)
• Acknowledge and triage incoming requests quickly to ensure timely engagement
• Communicate clearly and professionally in all client interactions
• Provide consistent updates to clients through resolution

Case Management & Execution

• Manage assigned cases from intake through resolution using established processes
• Accurately document, categorize, and update cases in Salesforce
• Follow SOPs to resolve standard and well-defined client issues
• Escalate more complex or unclear issues to senior team members when needed

Process Adherence & Quality

• Follow established workflows, SOPs, and guidelines consistently
• Maintain accurate and complete case documentation
• Ensure attention to detail in all client communications and system updates
• Identify when processes are unclear or missing and flag to leadership

Collaboration & Team Support

• Partner with internal teams as needed to support case resolution
• Ask questions and seek guidance when navigating unfamiliar scenarios
• Contribute to a positive, professional, and accountable team environment

Learning & Development

• Build foundational knowledge of systems, workflows, and client needs
• Actively incorporate feedback to improve performance
• Develop problem-solving skills and confidence in handling cases independently
• Progress toward managing more complex cases with less oversight

What You'll Need:

• 2 years in customer support, client experience, or a related field
• Experience in a fast-paced, client-facing, or supply chain environment preferred
• Familiarity with CRM or ticketing systems preferred
• Comfortable working across multiple tools and systems

What Success Looks Like in This Role:

• Consistently meets SLA expectations (response time, resolution time, CSAT)
• Accurately follows processes and maintains strong case documentation
• Demonstrates reliability, accountability, and professionalism
• Builds confidence in handling cases with increasing independence
• Shows measurable growth in problem-solving and system knowledge