Customer Service Representative

Customer Experience Specialist

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 Engagement

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