Customer Experience Representative

Job Title: Customer Experience Representative


Industry: Manufacturing


Location: Portland, TN


Assignment Type: Direct Hire


Pay: $18.00 - $19.00 / Per hour


Work Schedule: Monday-Friday, 7-4p


Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:


Our client is an established organization that provides specialized products and solutions to customers across a variety of industries. The company is committed to quality, safety, strong customer relationships, and a collaborative team environment.

Job Description:


We are seeking a Customer Experience Representative to serve as a key point of contact for customers throughout the order and fulfillment process. This position will assist customers with product questions, orders, pricing, shipping updates, and account needs while partnering closely with internal teams to ensure a positive customer experience.

Key Responsibilities:

• Serve as a primary contact for customers by handling questions, requests, and account-related needs through phone and email.
• Enter, review, and track customer orders and related documentation to ensure accuracy and timely processing.
• Prepare pricing and product quotations based on customer requirements and recommend appropriate solutions.
• Provide customers with product pricing, availability, estimated shipping timelines, and order status updates.
• Partner with warehouse, production, shipping, and other internal teams to resolve delivery issues and help expedite time-sensitive orders.
• Develop and maintain strong relationships with customers and external sales partners through consistent communication and follow-up.
• Investigate customer concerns and coordinate appropriate resolutions, including credits, returns, adjustments, or other corrective actions.
• Follow up on open issues and orders to ensure customer expectations are met and concerns are resolved promptly.
• Conduct outbound calls and email outreach to prospective customers to identify potential sales opportunities.
• Maintain regular communication with existing and prospective customers to support retention and business development efforts.
• Build knowledge of the organization's product offerings in order to confidently answer questions and make recommendations.
• Work collaboratively with team members to meet department goals and provide support where needed.
• Follow established workplace safety procedures and assist with additional responsibilities as assigned.

Qualifications:

• 3+ years of experience in customer service, inside sales, order management, or a related customer-facing role.
• Strong verbal and written communication skills with excellent listening and follow-through abilities.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Strong problem-solving, research, and analytical capabilities.
• Self-motivated and comfortable taking initiative to resolve customer needs.
• Proficiency with Microsoft Office and general computer applications.
• Ability to work effectively in a collaborative, team-oriented environment.
• Experience working with an MRP, ERP, or similar business management system is a plus.
• Associate degree or equivalent relevant experience preferred.

Additional Details:

• This is a customer-facing position that combines customer service, order coordination, and light business development responsibilities.
• The successful candidate will need to communicate effectively with both customers and internal departments.
• Strong attention to detail is important due to the volume of orders, quotes, account information, and shipping-related requests.
• This position is hourly and non-exempt.

Perks:

• Medical, dental, and vision coverage
• 401(k)
• Collaborative team environment
• Opportunity to develop both customer service and sales skills
• Stable opportunity with an established organization
• Growth potential within the organization

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable federal, state, and local laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.

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