Customer Experience Agent

Thomas Scientific • Irvine, CA

3d

About The Position

The Customer Experience Agent (CXA) supports customers throughout the order process by answering product questions, processing returns, resolving customer issues, and coordinating with internal departments. The CXA is the primary customer contact and represents Thomas Scientific in a professional, knowledgeable, and courteous manner. The role includes processing orders, providing product information, and working with internal teams to meet customer needs.

The CXA enters email and telephone orders into the ERP; provides pricing, availability, and shipping costs; sends order acknowledgements and requested documentation; and uses company systems to locate accounts, products, and inventory. The role also handles order-status inquiries, shipment tracking and tracing, shortage claims, return authorizations, and proactive order expediting.

The CXA uses company and vendor resources to maintain product knowledge, responds to customer requests when able, and routes quote requests, unusual requests, and technical issues to appropriate departments or manufacturers. The role communicates and escalates complex issues, missed commitments, training needs, and customer requests to a supervisor, while seeking opportunities to improve customer experience and efficiency. The position has no supervisory responsibilities.

The job is primarily performed in an office environment with minimal exposure to adverse environmental conditions. It primarily requires prolonged sitting, frequent computer and telephone use, and effective communication. Occasional standing, walking, reaching, and lifting up to 20 pounds may be required. Reasonable accommodations may be made for 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 computers and company systems to locate customer accounts, products, inventory, and related information.

Responsibilities

• Enter email and telephone orders into the ERP and use computer systems to find customer accounts, products, and inventory information.
• Provide customers with verbal pricing, product availability, and shipping costs.
• Send invoices, credits, safety data sheets (MSDS), other requested documentation, and email order acknowledgements.
• Check order status and provide tracking information; trace lost or damaged shipments and review shortage claims.
• Handle return requests by issuing Return Authorization Numbers and providing return instructions.
• Listen to customer feedback, resolve problems, and proactively expedite orders to promote customer satisfaction.
• Use the company web database and other available resources to provide product information, specifications, replacement-product details, instructions, and related materials.
• Attend vendor training sessions as required to develop product knowledge.
• Forward quote requests to the Quotes Department and communicate special or unusual requests to the appropriate Marketing Manager.
• Maintain effective communication with coworkers and represent the Customer Experience Team appropriately.
• Troubleshoot customer issues and transfer them to Technical Service or refer them to the manufacturer as needed; respond directly when able to provide the proper answer.
• Communicate and escalate complex or non-routine customer issues, missed customer commitments, training requirements, and customer requests to a supervisor as appropriate.
• Identify ways to improve customer experience, departmental and individual efficiency, and time management.
• Comply with company policies and perform other duties as assigned.

Benefits

• Health, dental, and vision coverage through Cigna, Guardian, and VSP, effective the first full month; FSA/HSA options are available.
• Company-paid life and AD&D insurance.
• Voluntary short-term disability coverage.
• 401(k) with employer match.
• Accrued paid time off.
• 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.
• Wellness programming.
• Legal and identity protection services.
• $1,000 employee referral bonus.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed