Customer Experience Representative II

Rheem Manufacturing Company•Fort Smith, AR

6d•Hybrid

About The Position

The Customer Experience Representative II is a senior-level role supporting Rheem North America in Fort Smith, Arkansas. The role delivers service and support to customers and sales teams by managing complex customer interactions, resolving escalated issues, mentoring junior team members, and improving customer experience processes. The ideal candidate has a proactive mindset, deep product knowledge, and a passion for outstanding service. The position works with customers and internal departments, including Sales, Production, Logistics, and Engineering, to support order fulfillment and resolve issues. It also maintains customer records in CRM and ERP systems and collaborates on product launches, promotions, service initiatives, and special projects. Rheem expects leaders to demonstrate competencies and behaviors including adapting, business understanding, collaboration, effective communication, continuous improvement, customer orientation, developing self, focusing on results, influencing, managing relationships and work, and problem solving and decision making. Equivalent combinations of education, experience, and skills may supplement the stated minimum requirements.

Requirements

High school diploma or equivalent.
At least 3 years of experience in customer service, 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.
Experience with CRM/ERP systems, such as Salesforce or SAP.
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.
Demonstrated commitment to continuous improvement and customer satisfaction.

Nice To Haves

Associate or bachelor’s degree preferred.

Responsibilities

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