Associate Customer Experience Representative

Ascentek•Golden Valley, MN

2d•$22 - $25•Hybrid

About The Position

With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Ascentek provides an environment where you can love what you do and be your best every day. As an Associate Customer Experience Representative, you play a key role in delivering on our customer promise to provide service beyond expectations by building relationships with our valued customers, actively managing customer orders and requests, and partnering with our sales teammates to achieve growth initiatives.

Requirements

Detail-oriented and organized.
Excellent verbal and written communication skills.
Ability to maintain calm and stay organized while constantly re-prioritizing a multitude of tasks and requests.
Intermediate mathematical and problem-solving abilities and computer literacy.
Comprehensive understanding of Ascentek systems, including but not limited to JDE, Salesforce, eCommerce, ICE, SPS, DocLink, Microsoft Teams, Outlook, Excel & Word, and Smartsheet
Ability to provide customer, sales rep, and account support and troubleshoot issues through email orders inbox, direct email, phone queues, and direct calls with little to no assistance from others.
Elevates technical or complex issues to level III, lead, or supervisor.
Capable of upselling, product cross-references, and add-ons with some assistance.
2-5 years of experience as a Customer Experience Representative.
High School Diploma

Nice To Haves

Bachelor or Associate Degree
Prior customer service, customer care, customer experience, or support specialist experience
Experience with customer relationship management tools, such as JDE and Salesforce
Lubricant, chemical, and equipment sales, installation & maintenance knowledge, or experience

Responsibilities

Accurately enter and maintain customer orders and returns in JDE.
Provide customer support through our email orders inbox, phone queue, and direct customer calls/emails.
Collaboratively troubleshoot delivery issues, backorders, sample requests, invoice inquiries, pricing, credits, product availability, and use of our website
Partner closely with assigned sales representatives to efficiently manage customer account information, pricing, orders, returns, billing and credits, and product availability.
Maintain accurate customer account information, including but not limited to, order notifications, address, routing information, delivery contacts, and payment and freight terms.
Have an in-depth understanding of our company structure and personnel to accurately connect customers and sales reps to the correct department or division.
Learn and maintain product and service knowledge of Ascentek offerings.
Knowledge and understanding of Ascentek systems, including but not limited to JDE, Salesforce, eCommerce, ICE, SPS, DocLink, Microsoft Teams, Outlook, Excel & Word, and Smartsheet

Benefits

Medical Plan options, including fertility coverage and free mental health and telehealth coverage
Dental and Vision Insurance
FSA/HSA options
Paid parental leave
Company-provided short-term disability, long-term disability, and life insurance
Supplemental Insurances, including accident, critical illness, hospital, and supplemental life insurance
401(k) with a generous company match
Pet Insurance Benefits
Tuition reimbursement
21 Paid Days Off
7 Paid Holidays
Short-term Incentive Plan (STIP), ask your Talent Partner for details
Dress For Your Day (casual dress environment)
Work Your Way (hybrid work) – Three days on site with anchor day on Wednesdays
Paid comprehensive on-the-job training
Company phone provided
Company computer provided
Career advancement opportunities