Customer Experience Representative

Customer Experience Representative The primary role at Caldera, our customers are at the heart of everything we do and the Customer Experience Representative is the voice and face of that commitment. In this role, you'll be the first point of contact for our customers, making sure every interaction is positive, professional, and solution-focused. From guiding orders through our system to answering questions and resolving issues, you'll ensure that each customer feels supported and valued. This isn't just about transactions it's about building relationships that reflect Caldera's dedication to quality, reliability, and care. The scope includes serving as the main contact for customer inquiries via phone, email, and other communication channels. You'll process orders accurately and efficiently, ensuring compliance with company procedures. Provide customers with updates on order status, lead times, and delivery schedules. Resolve customer complaints, concerns, and service issues promptly and effectively. Collaborate with sales, production, engineering, and logistics teams to meet customer needs. Document customer interactions, orders, and feedback in CRM and ERP systems. Assist in preparing quotes, contracts, and other customer documentation. Identify opportunities to improve customer satisfaction and escalate recurring issues for process improvements. Represent Caldera in a professional manner, reinforcing the company's values of reliability, quality, and innovation. Ensure compliance with Caldera's IT security and data protection policies. The key qualifications include a high school diploma required; an associate's or bachelor's degree preferred. 13 years of customer service or account support experience, preferably in manufacturing or B2B environment. Strong verbal and written communication skills. Proficiency with Microsoft Office Suite and familiarity with CRM/ERP systems. Ability to multitask, prioritize, and manage time effectively. Problem-solving mindset with attention to detail and accuracy. Team-oriented with a commitment to providing outstanding customer experiences. The benefits include comprehensive health and dental insurance, 401(k) with company match, paid time off starting at 3 weeks (increases with length of service).