Customer Experience Associate
About The Position
Fortified Brands is dedicated to providing world-class customer service and we have structured this position to enable you to help the company achieve this goal. The Customer Experience Associate serves as a frontline resource for both order processing and customer inquiries, ensuring timely order fulfillment, accurate communication, and elevating customer satisfaction. The Customer Experience Associate acts as a vital link between customers, sales, distribution, and internal teams, helping to “Make it Happen” at all times. Above all this candidate must embody and embrace the Fortified Brands Core Values.
Requirements
- High school diploma or GED required; some college preferred.
- 1–2 years of customer service experience, call center, manufacturing, or distribution preferred.
- Experience in order entry or order management is a plus.
- Proficiency in Microsoft Office, especially Excel and Outlook.
- Excellent phone skills; professional demeanor.
Nice To Haves
- Experience with ERP/CRM systems (e.g., NetSuite, Salesforce) is strongly preferred.
- Bilingual (English/Spanish) is a plus.
Responsibilities
- Receive and process customer purchase orders via email and EDI.
- Create and send order acknowledgements to customers prior to shipment.
- Track orders through fulfillment; provide status updates to customers about inventory, shipping, and delivery.
- Coordinate with warehouse or operations teams to release orders on time.
- Prepare shipment documentation and assist with the invoice handoff.
- Handle customer returns, claims, credit memos, and freight-damage claims; gather documentation for freight claims when needed.
- Professionally respond to inbound customer inquiries via phone and email — covering topics like product information, inventory availability, quotes, installation/technical questions, complaints, and warranty issues.
- Troubleshoot customer-reported product or installation issues; escalate or resolve as appropriate.
- Enter and maintain accurate customer and order data in transactional systems.
- Support warranty order processing and maintain warranty records, collaborating with Sales, Product, or Warranty teams as needed.
- Build and maintain positive working relationships with sales reps, distributors, and internal teams to facilitate smooth order cycles.
- Recommend process improvements based on customer feedback or recurring order issues.
- Other duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
