Customer Experience Agent
About The Position
The Customer Experience Agent (CXA) supports customers throughout the order process, answers product questions, processes returns, and works cross-functionally with other departments to provide a positive customer experience. The CXA serves as the primary customer contact and represents Thomas Scientific professionally, knowledgeably, and courteously. The role includes processing orders, resolving customer issues, providing product information, and coordinating with internal teams to meet customer needs. The position has no supervisory responsibilities. It is primarily performed in an office environment with minimal exposure to adverse environmental conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
- Ability to manage multiple tasks in a fast-paced environment.
- Strong attention to detail and accuracy.
- Ability to communicate effectively with customers and team members.
- Ability to prioritize work and meet deadlines.
- Ability to follow established processes and procedures.
- Ability to use a computer to access customer, product, and inventory information.
- Ability to perform the essential functions of the position, with reasonable accommodation if needed.
Responsibilities
- Enter email and telephone orders into the ERP, use computer resources to locate customer accounts, products, and inventory, provide verbal pricing, availability, and shipping costs, and send requested invoices, credits, MSDS documents, and order acknowledgements.
- Resolve customer issues by checking order status and providing tracking information, tracing lost or damaged shipments, reviewing shortage claims, handling return requests and issuing Return Authorization Numbers, addressing customer feedback, and proactively expediting orders.
- Maintain product and resource knowledge by using the company web database, researching product specifications and related information, and attending vendor training sessions as required.
- Collaborate with internal departments by forwarding quote requests, communicating special or unusual requests to the appropriate Marketing Manager, maintaining effective communication with coworkers, and troubleshooting or routing technical issues to Technical Service or product manufacturers.
- Escalate complex or non-routine issues, missed customer commitments, training needs, and customer requests to the supervisor as appropriate.
- Identify ways to improve customer experience, departmental and individual efficiency, and time management.
- Comply with company policies, including personnel, safety, and telephone policies.
- Perform other duties as assigned.
Benefits
- Health, dental, and vision coverage, with FSA/HSA options.
- Company-paid life and AD&D insurance.
- Voluntary short-term disability.
- 401(k) with employer match.
- Accrued paid time off and 11 paid holidays, including the employee's birthday.
- Paid parental leave and additional paid leave for life events.
- Up to $3,000 annually in tuition assistance.
- Employee Assistance Program and wellness programming.
- Legal and identity protection services.
- $1,000 employee referral bonus.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
