Customer Experience & Operations Associate

Dixon Valve•Chestertown, MD

1d•$22 - $25•Onsite

About The Position

The Dixon Group is seeking a Customer Experience & Operations Associate to manage order processing, customer inquiries, product information, and service or product issues. The role serves customers ranging from small enterprises to large industrial corporations, using a thorough understanding of product lines and effective communication. Additional work includes supporting accounts receivable, invoicing, file maintenance, and special projects. The position is based at 1 Dixon Square, Chestertown, Maryland, and works 8:00 AM to 5:00 PM, Monday through Friday. The Dixon Group is a global, family-owned manufacturing company headquartered in Chestertown, Maryland, and an innovator in the hose coupling industry. The company emphasizes customer solutions and a supportive, collaborative work environment. The company does not provide sponsorship to work in the United States. Military veterans are strongly encouraged to apply.

Requirements

High school diploma or GED equivalent.
At least 3 years of customer service experience in a manufacturing or industrial setting.
Demonstrated understanding of industrial products and services.
Proficiency with CRM systems for documentation and account tracking.
Basic familiarity with accounts receivable, billing, and order-entry workflows.
Clear, professional, concise verbal and written communication skills.
Ability to focus on customers, understand their concerns, and respond with tailored solutions.
Analytical ability to identify appropriate ways to resolve complex customer service issues while following organizational policies.

Nice To Haves

Associate degree in Business Administration, Communications, or a related field.
Prior experience with accounts receivable or billing in an industrial or B2B environment.
Demonstrated experience mentoring, guiding, or training peers.

Responsibilities

Serve as the primary contact for customer inquiries by phone and email, providing accurate product details, technical support, and solutions.
Process new orders, returns, and exchanges accurately according to company policies and guidelines.
Resolve complex customer service issues efficiently while maintaining customer satisfaction and following organizational policies.
Conduct periodic outreach calls to existing customers to assess satisfaction with products and services.
Document customer interactions and maintain detailed CRM records.
Oversee customer billing, accounts receivable tasks, and filing systems.
Partner with internal specialists on quotes and inquiries, and collaborate with technical teams on product-related issues.
Guide and train lower-level customer service representatives and assist with special projects.
Follow safety protocols and maintain a clean, organized workstation.