Customer Experience Representative

Job Description: Responsible for providing responsive, accurate, and professional service to current and prospective customers throughout the order lifecycle. Primary point of contact for customer inquiries, product information, quotes, orders, order changes, and service concerns while maintaining accurate customer and order information. Builds productive customer relationships and collaborates across departments to support timely order fulfillment and an exceptional customer experience. Maintain regular, reliable, and punctual attendance. Regular attendance is an essential function of this position. Employees are expected to report to work on time and prepared to perform the essential duties of their position. Respond to a high volume of customer emails in a timely, friendly, and professional manner. Manage incoming customer calls efficiently through round-robin phone queue. Assist current and prospective customers with product, service, availability, pricing, and order related questions. Enter, review, and maintain accurate customer, account, contact, quote, and order information in company systems. Initiate and coordinate order changes, corrections, cancellations, and other customer requests. Manage an assigned territory or customer portfolio and build productive, long-term customer relationships. Prepare project and order quotes, including freight quotes, and provide related support to the Sales team. Monitor customer requests and open issues, provide status updates, and follow through to completion. Complete and manage daily and weekly reports for assigned orders, identify pending details and communicate with customers to ensure timely order completion. Resolve product, service, and order concerns by clarifying the issue, researching the cause, identifying an appropriate solution, coordinating corrective action, and following up with the customer. Escalate complex, sensitive, or unresolved customer concerns to the appropriate supervisor or department. Provide departmental suppo Skills Required HSGED. 3+ years of customer service, customer support or order management experience. Proficiency in Outlook, Word and Excel. Skills Preferred Experience in a manufacturing, distribution, promotional products or B2B environment. Experience using CRM or ERP order-processing systems. Experience preparing customer quotes and coordinating orders across multiple departments.