Customer Experience Representative & Employee Owner Wanted!

Tormach Inc•Madison, WI

12d•$50,000 - $55,000•Hybrid

About The Position

The Customer Experience Representative supports Tormach customers through responsive communication, accurate order and quote support, issue resolution, and cross-functional coordination. This customer-facing role helps keep customer requests moving through the business while maintaining a professional, helpful, and detail-oriented customer experience. This position also provides backup support for field service coordination activities, including customer communication, scheduling support, service quote assistance, and ticket follow-up when needed.

Requirements

3-5 years of experience in customer service, customer experience, inside sales support, order management, service coordination, or a related customer-facing role.
Strong written and verbal communication skills with excellent organization, follow-up, and attention to detail.
Ability to manage multiple priorities in a fast-paced environment with a practical, customer-focused approach.
Proficiency with Microsoft Outlook, Teams, Word, and Excel

Nice To Haves

Experience in a technical, manufacturing, machinery, distribution, or product-based environment preferred.
Experience with ERP, CRM, ticketing, or service management systems preferred.
CNC or technical product knowledge is a plus.

Responsibilities

Respond to customer inquiries through phone, email, web, and internal communication channels in a timely and professional manner.
Support customers with quotes, orders, purchase orders, order edits, shipping questions, account setup, warranty questions, returns, and general product inquiries.
Maintain accurate customer records, communication notes, order details, and follow-up activity within company systems.
Resolve customer concerns fairly and effectively while escalating complex issues to the appropriate internal teams.
Serve as a customer advocate by clarifying needs, setting expectations, and ensuring timely follow-up.
Process and support customer parts quotes and orders with a high level of accuracy.
Review purchase orders, pricing, product details, shipping requirements, and account information for completeness.
Coordinate with Sales, Finance, Operations, Shipping, Technical Support, and other internal teams to resolve customer needs.
Monitor shared inboxes and customer communication queues to ensure requests are routed, prioritized, and completed appropriately.
Identify recurring customer issues or workflow gaps and recommend process improvements.
Provide backup support for field service scheduling and related customer communication when needed.
Assist with service quote preparation, customer expectations, onsite requirements, and scheduling follow-up.
Help monitor service-related tickets and coordinate handoffs between customers, technicians, resellers, and internal teams.
Support clear documentation and communication for service-related customer activity.