Customer Experience & Operations Associate

The Dixon Group•Chestertown, MD

15h•Onsite

About The Position

The Dixon Group is seeking a Customer Experience & Operations Associate to manage customer order processing, inquiries, product information, and service or product issues. The role supports customers ranging from small enterprises to large industrial corporations and also assists with accounts receivable, invoicing, file maintenance, and special projects. The associate serves as a primary customer contact, documents interactions in the CRM, works with internal and technical teams, and helps guide and train lower-level customer service representatives. The position is based at 1 Dixon Square, Chestertown, Maryland, and the stated work hours are 8:00 AM to 5:00 PM, Monday through Friday. 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, and concise verbal and written communication skills.
Ability to focus on customers, understand their concerns, and provide tailored solutions.
Strong analytical skills for resolving complex customer service issues while following organizational policies.

Nice To Haves

Associate or bachelor's degree in Business Administration, Communications, or a related field.
Prior experience handling accounts receivable or billing functions in an industrial or B2B environment.
Experience mentoring, guiding, or training peers.

Responsibilities

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