CUSTOMER EXPERIENCE SPECIALIST

About Us
Founded in 1924, Travers Tool Co. is a family-owned distributor of industrial and metalworking products with locations in NY, SC, and CA. We're known for a collaborative, family-oriented culture with real growth opportunities - many of our team members have moved from entry-level roles into leadership.

The Role
The Customer Experience Specialist provides solution-based support while proactively identifying opportunities to create customer value, protect revenue, and deepen relationships. The role combines accurate, timely transaction execution with the Project EDGE operating mindset: Every Discussion Generates Engagement. Specialists are expected to move beyond order processing by spotting opportunities, preventing avoidable lost sales, using approved engagement language, and collaborating across departments to deliver a consistent and valuable customer experience.

What You'll Do

1. Customer Service & Transaction Excellence
• Provide support to Telesales, Field Sales, Web, Marketplace, and unassigned customers across inbound calls, email tickets, chat, web, and marketplace requests.
• Accurately and timely process quotes, orders, and customer-service opportunities according to standard operating procedures.
• Identify customer needs, clarify information, research issues, and provide appropriate solutions.
• Work with vendors for quotes, product information, availability, and tracking updates; work with carriers for tracking, freight claims, and pickups.
• Review customer accounts and provide accurate billing, shipping, order, and account updates.
• De-escalate dissatisfied-customer situations with patience, ownership, and solution-based support.
• Work cross-functionally with Sales, Credit, Warehouse, Marketing, Procurement, Product Management, and other teams to resolve issues and deliver a cohesive customer experience.
• Follow established communication procedures, policies, and service standards; support team needs and help less-experienced teammates when appropriate.

2. Project EDGE - Proactive Customer Engagemen t
• Use approved EDGE discovery, closing, and quote-email language during applicable customer interactions.
• Look beyond the immediate request to identify additional ways to help the customer and strengthen the relationship.
• Spot cross-sell, package quantity, competitor-quote, repeat-business, and share-of-wallet opportunities and document the next action.
• Follow up on open quotes and orders from prior working days when customer action or internal follow-through is needed.
• Make appropriate outbound contacts for first-time-customer repeat business and other management-approved engagement campaigns.

3. Lost Sales Avoidance & Revenue Protection
• Recognize at-risk orders and potential cancellations early and take ownership of the next step.
• Use established Catch & Kill, alternate sourcing, lead-time, substitute-product, and cancellation-review workflows when applicable.
• Escalate pricing, technical, sourcing, product-management, and cancellation issues through the appropriate decision-support path.
• Collaborate with internal partners to recover business and reduce preventable cancellations while keeping the customer informed.
• Document recovered orders, unresolved risks, customer commitments, and escalation outcomes in the appropriate system.

4. Data Hygiene, Product Support & Continuous Improvement
• Proactively maintain customer account and contact records, including names, titles, departments, email addresses, and mailing-list preferences.
• Guide customers through basic troubleshooting, website navigation, and product/service selection within role capability; escalate when specialized support is required.
• Attend product, process, EDGE, and customer-experience training; participate actively in role plays, coaching, and KPI reviews.
• Apply coaching feedback, share useful customer insights, and recommend process improvements that improve consistency, speed, customer value, or revenue protection.
• Support onboarding and knowledge transfer for new team members when requested.

Benefits

• Up to 17 days/year of PTO and sick time combined (accrual grows with tenure)
• 7 paid holidays
• Medical, dental, and vision insurance - eligible the first of the month after hire
• Company-paid life and disability insurance, plus optional supplemental life insurance
• Flexible Spending Account (FSA)
• 401(k) and Roth IRA options, with 50% company match up to 4% of pay (eligible after 6 months)
• Tuition reimbursement
• Employee Assistance Program and LifeCare/LifeMart discounts for you and your household