Customer Experience Representative - Scientific

Masterbilt•Hudson, WI

57d•Remote

About The Position

The Customer Experience Representative - Scientific (CXR-Scientific) is a key member of the Customer Experience Team, responsible for managing the full customer lifecycle for Norlake Scientific orders-from quote handoff through fulfillment and post-sale follow-up. This role combines account ownership, technical coordination, and proactive communication to ensure a best-in-class experience for scientific customers including laboratories, research facilities, and healthcare institutions. The CXR-Scientific acts as the primary customer contact during project execution, coordinating internally across quoting, drafting, production, service, and installation to ensure accuracy, timeliness, and satisfaction.

Requirements

Bachelor s degree in business, Engineering disciplines, or related field (or equivalent professional experience).
3+ years in customer experience, inside sales, or project coordination-preferably within scientific, technical, or manufacturing environments.
Experience managing orders or projects through ERP/CRM systems (Salesforce, Kinetic preferred).
Proficiency in Salesforce and Microsoft Office Suite.
Exceptional communication and customer-centric mindset.
Strong organizational and multitasking ability.
Analytical thinking with a focus on accuracy and problem-solving.
Team-oriented and collaborative under tight deadlines.

Nice To Haves

Familiarity with technical drawings, refrigeration, or controlled environment products a plus.

Responsibilities

Own the order process from quote handoff to final shipment and installation coordination.
Track order milestones, proactively communicate updates, and resolve issues promptly.
Ensure documentation, submittals, and revisions are accurate and logged in Salesforce and Kinetic.
Manage change orders, order confirmations, and milestone notifications per the CX playbook.
Serve as the single point of contact for assigned Scientific accounts.
Deliver proactive communication on project progress, potential risks, and resolutions.
Conduct onboarding calls for new customers to establish expectations and contacts.
Partner with Scientific Sales Representatives on quote follow-up and order readiness.
Work closely with Technical Sales Specialists to validate complex configurations and documentation.
Coordinate with Drafting, Production, Installation, and Service to ensure seamless execution.
Engage Finance and Logistics for billing, shipping, and compliance coordination.
Log all activities, communications, and updates in Salesforce for visibility and reporting.
Identify recurring issues and partner with leadership to improve processes.
Participate in weekly huddles and quarterly VOC (Voice of Customer) reviews.