Customer Experience Representative, Distribution

Customer Experience Representative The Customer Experience Representative is responsible for supporting customers and the sales team through daily interactions and transactions related to sales orders. The mission for this role is to increase the number of long‑term customers by providing exceptional service and support for each sales transaction, solving problems, supporting wholesale distributors and e‑commerce partners with marketing resources, and managing B2C inbound calls. This individual will act as the initial point of contact for HVAC distributors, roofing distributors, property managers, licensed contractors, and direct consumers. Primary Responsibilities Field inbound calls and email inquiries, and manage customers and inquiries effectively Accurately and efficiently process purchase orders, phone orders, and email orders Track and follow‑up on large orders and rush requests Connecting licensed contractors with their current suppliers (if available) with whom we do business Support mature products sold directly and indirectly while driving adaptation to newer SKUs Comprehend various customer categories and price points Initiate the return process with operations, and follow up through to completion Demonstrate proficiency in ERP and CRM software by maintaining accurate customer and contact data in NetSuite Make decisions starting with the customer experience first… listen to the customer! Provide the VOC to the Marketing Department to develop resources that improve our CX Champion a “best in class” onboarding process with new accounts (direct and indirect), including consistent follow‑up contact (100 day plan) Contact current stocking customers regularly Maintain Store Locator data and corresponding contacts Create efficiencies in customer order patterns that optimize freight logistics and costs Education, Experience, and Qualifications Minimum High School Diploma Sales/business/marketing education a plus Preferred Bachelor’s Degree Familiar with freight logistics and shipping efficiencies Previous experience in the construction industry a plus Knowledge in supporting dealer distribution networks a plus Experience with NetSuite a plus Skills & Characteristics Exceptional verbal and written communication skills Communicate effectively with customers and staff Result‑oriented, high energy, and self‑motivated Works well in an environment that prioritizes relationships, empowerment, synergy, transparency, and improvement (our core values) Enthusiasm for learning the business, the people, and the strategy in order to deliver value to the customer and our organization Willingness to collaborate with internal and external partners to achieve desired outcomes Comfort building relationships at all levels and demonstrating professional compassion Strong comfort with digital tools like CRMs, ERPs (NetSuite), and HR systems (Paylocity) Skilled user in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams) Physical Requirements Ability to travel up to Ability to remain seated for extended periods of time Ability to stand, walk, kneel, squat, climb, and navigate throughout jobsites and manufacturing plants Ability to safely lift and move objects up to seventy‑five (75) lbs over short distances Outcomes Increase order efficiency with 95% accuracy. Inbound call support so that the phone is answered before the 5th ring. Engage new accounts within 2 business days to make them feel welcome and very familiar with our processes for conducting business. Supporting the sales team by providing customer updates and executing preparation and shipment of marketing materials, etc., as needed. #J-18808-Ljbffr