Customer Experience Representative II

Rheem Manufacturing Company•Fort Smith, AR

About The Position

The Customer Experience Representative II is a senior-level role supporting Rheem North America in Fort Smith, Arkansas. The position delivers service and support to customers and sales teams, manages complex interactions and escalated issues, mentors team members, and contributes to continuous improvement in customer experience processes. The role works with customers through phone, email, and other communication channels and collaborates with internal departments to support order fulfillment, issue resolution, launches, promotions, and service initiatives.

Requirements

High school diploma or equivalent.
At least 3 years of customer service experience, preferably in a manufacturing or technical environment.
Proven ability to handle complex customer issues and deliver effective solutions.
Strong leadership and mentoring skills, with a collaborative, team-oriented approach.
Excellent written and verbal communication skills, with strong attention to detail and accuracy.
Advanced proficiency in Microsoft Office Suite and experience with CRM/ERP systems.
Strong analytical and problem-solving skills, including the ability to make data-driven decisions.
Ability to work independently and manage time effectively in a dynamic environment.
Commitment to continuous improvement and customer satisfaction.

Nice To Haves

Associate or bachelor's degree.
Experience with Salesforce or SAP.

Responsibilities

Serve as a primary point of contact for customer accounts, providing support via phone, email, and other communication channels.
Resolve customer issues professionally and urgently, working toward positive outcomes and long-term customer satisfaction.
Coordinate between customers and internal departments, including Sales, Production, Logistics, and Engineering, to support order fulfillment and issue resolution.
Mentor and train Customer Experience Representatives I and II by sharing best practices and supporting team development.
Analyze customer feedback and service trends to identify opportunities for process improvements and enhanced service delivery.
Manage and prioritize multiple tasks and projects in a fast-paced environment while adapting to changing business needs.
Maintain accurate records of customer interactions, transactions, and feedback using CRM and ERP systems.
Collaborate with cross-functional teams to support product launches, promotions, and service initiatives.
Lead or participate in special projects intended to improve the overall customer experience.
Perform other duties as assigned.