Customer Experience Representative (Onsite)

Placon Corporation•Madison, WI

1d•Onsite

About The Position

As a Customer Experience Representative, you'll assist our stock customers with product inquiries, provide exceptional customer service, and resolve any issues that arise. Collaborate with the Sales Team, internal stakeholders, and customers to ensure a seamless experience.

Requirements

A minimum of one year post-secondary specialized course work and one year of business-to-business customer service experience; OR high school education
Excellent phone, communication and listening skills
Direct customer contact & order processing experience.
Attention to detail and ability to work effectively with others and manage multiple priorities.
Microsoft Outlook, Word, Excel (intermediate user preferred).
Ability to learn ERP system and processes.
Strong ability to build and maintain rapport with internal and external customers.
Ability to manage multiple projects and priorities.
Reading, Writing, Calculating
Interpersonal Skills
Reasoning/Analysis
Works with Minimal Supervision
Authorization to work in the country in which the role is based.

Nice To Haves

Business to Business experience preferred.
Bi-lingual - English/Spanish skills preferred.
Two to three years of business-to-business customer service experience.
Working toward business related certified/degree program preferred.

Responsibilities

Support Sales Managers/Account Managers by being an advocate for Sales, providing customer-centric support and being the single point of contact.
Process phone calls and email requests/orders, offering assistance with product sizing, samples, and other information.
Utilize Excel to manage customer forecasts and generate reports.
Elevate customer concerns and coordinate solutions with cross-functional resources.
Handle customer orders, returns, and refunds, ensuring clear order visibility and on-time deliveries.
Work with internal stakeholders to ensure customer satisfaction and timely issue resolution.
Identify opportunities to improve the customer experience and make recommendations.
Support KPIs like OTIF >96%, EDI/Portal orders >95%, and keeping past due orders <$100K.
Promptly enter orders into the ERP system with precision.
Work with the Scheduler to ensure accurate product availability and update customers.
Resolve discrepancies with Accounting and Sales related to pricing, shipping, and quality.
Adhere to quality and safety policies, work instructions, and procedures.