Customer Experience Representative

Description

The position optimizes customer interactions within the Service Center by delivering a warm, professional, and consistent experience at every touchpoint. As the first point of contact for walk-in customers and the primary owner of the Service Center phone queue, this role plays a central part in shaping how customers perceive our brand. They greet customers as they arrive, and ensure all interactions (in person, by phone, email, or chat) reflect the company's values and commitment to exceeding expectations. Their ability to resolve concerns, provide accurate information, and model exceptional service contributes directly to brand perception, customer loyalty, and word-of-mouth recommendations.

The overall objective of the position is to create and maintain a welcoming Service Center environment while delivering high-quality customer support across all channels.

Our company believes in the Ideal Team Player. We follow the model behaviors of Humble (quick to point out the contributions of others), Hungry (self-motivated and diligent), Smart (socially appropriate and aware), Safety-Minded (works to lower safety risks, Quality-Minded (take pride in their work) and Attendance (recognizes their presence is important).

Requirements

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

• Onsite presence. This position is based at our Service Center and requires regular onsite presence. Remote or hybrid work is not available for this role.
• Greet and welcome customers as they enter the Service Center, ensuring a warm, professional first impression.
• Provide first-line customer support in person, answering questions, and guiding customers through available products and solutions.
• Respond to customer inquiries promptly and accurately via phone, email, chat, or in person with pleasant and efficient chat etiquette.
• Serve as the primary owner of the Service Center for phone queue, striving for strong pickup performance and excellent call handling.
• Manage customer frustrations with empathy and professionalism, resolving issues effectively, and escalating when appropriate.
• Process customer orders and manage transactions with accuracy, efficiency, and attention to detail.
• Schedule deliveries and provide required communication, such as lead times, for Delivery Direct Program.
• Execute Service Center workflows and work instructions to address customer needs and ensure smooth daily operations.
• Contribute to the overall customer experience by ensuring every interaction is positive, informative, and aligning with the company's values. Ability to effectively communicate information, provide inquiry resolution, and respond to customer escalation per expected processes.
• Serve as a knowledgeable resource to customers utilizing company workflows and processes.
• Present customer solutions align with company expectations and standards.
• Effectively carry out a series of work instructions within the service center to address customer needs and process transactions promptly.
• Maintain accurate customer records by documentation of customer interactions in CRM and ERP software.
• Actively supporting the sales department in achieving goals by being a team player and providing uniquely better customer service.
• Utilize technical tools to support customer engineering needs, including basic troubleshooting or process guidance.
• Serve as a liaison between customers, freight carriers, and internal departments.
• Monitor and move slow-moving inventory to improve service center stock numbers.
• Processes RGAs.

NON-ESSENTIAL JOB DUTIES & RESPONSIBILITIES:

• Identify and recommend improvements in sales, marketing, and purchasing processes.
• Support the service center by completing assigned tasks.
• Assist team members as needed.
• Other duties as assigned.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift to fifteen pounds at times.
• Fast-paced work environment.

COMPETENCY, KNOWLEDGE, SKILLS & ABILITIES:

• Strong computer proficiency in MS Office (Word, Excel, Outlook, Teams), customer relationship management (CRM) and Salesforce.
• Strong written and verbal communication skills
• Troubleshooting and problem-solving abilities.
• Demonstrate and provide exceptional customer service.
• Adaptability and flexibility
• Strong emotional intelligence - empathy, patience, and active listening
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to understand and address customer needs.
• High attention to detail and organizational skills.
• Positive customer service attitude and problem-solving mindset.
• Strong interpersonal skills, with a sense of humor appreciated.
• Team-oriented with a strong work ethic and a positive, proactive attitude.

EDUCATION & EXPERIENCE:

REQUIRED:

• High School Diploma or equivalent

PREFERRED:

• Some college or two-year degree
• 2-3 years of sales or inside sales experience

ADDITIONAL INFORMATION:

• This position is an onsite position