Customer Experience Associate

Millcraft•Cincinnati, OH

13d

About The Position

Millcraft Paper Company is seeking a motivated, customer-centric Customer Experience Associate to provide exceptional service to customers in the paper, packaging, and graphic arts industries. Reporting to the Customer Experience Manager, this role serves as the main point of contact for customer inquiries, complaints, and product support, providing timely and accurate information and helping ensure customer satisfaction. The associate also contributes to improving customer experience strategies, processes, and policies to support customer satisfaction and loyalty. The role includes processing orders and order changes, resolving fulfillment issues, troubleshooting customer concerns, recommending products, and following up to gather feedback. The associate works with internal teams, customers, and vendors, builds product knowledge, and follows company policies and safety standards. Success is measured through customer satisfaction and experience indicators, first-contact resolution, and order-line activity. The work environment is moderately quiet to moderately noisy, with temperature moderated by heating, air conditioning, or air circulation. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or comparable certification, such as a GED.
Ability to retrieve products from shelves, warehouse areas, and floor stacks, and lift and carry up to 75 pounds, with or without reasonable accommodation.
Effective problem-solving, customer satisfaction, and efficiency.
Proficiency with ERP (D365), CRM software, and customer service tools.
Strong problem-solving and decision-making abilities.
Ability to multitask and prioritize tasks effectively.
Attention to detail and accuracy.
Strong verbal and written communication skills, including the ability to interact effectively with diverse customers.
Ability to work independently and prioritize tasks in a fast-paced environment.

Nice To Haves

Some college or a degree.
Previous customer service experience, preferably with specialized products.

Responsibilities

Process customer orders and sales order changes, and resolve order fulfillment issues or discrepancies.
Respond promptly to customer inquiries, complaints, and product support requests.
Identify and troubleshoot customer issues, provide appropriate solutions, and ensure they are resolved.
Engage proactively with customers to understand their needs, preferences, and concerns.
Build and maintain strong relationships with internal and external customers and vendors.
Collaborate with cross-functional teams to address customer concerns and improve the customer experience.
Follow up with customers to confirm satisfaction and gather feedback.
Provide product recommendations and information, and identify upselling opportunities.
Continually build knowledge of the company’s products and services.
Participate in team meetings and projects as needed.
Follow Millcraft policies, procedures, departmental SOPs, and safety protocols; promptly report unsafe conditions, near-misses, and incidents to the manager.
Demonstrate Millcraft’s core values in day-to-day work and interactions.
Perform other duties as assigned.