Customer Experience Representative

A. M. Castle & Co.•Kennesaw, GA

2d•$22 - $24

About The Position

A. M. Castle & Co. has over 135 years of experience as a leader in the metals service center industry. We provide exceptional benefits including but not limited to medical, dental, vision, 401K match, disability benefits and tuition reimbursement. PURPOSE: The Customer Experience Representative coordinates with and supports our Inside Sales, Regional Sales Managers and Operations by handling non-sales customer interactions. This role will influence order tracking and customer communication processes as well as credit and return request handling. Critical to this role is efficient and timely responses to customer inquiries and efficient resolution of issues. The Customer Experience Representation will work efficiently to handle and resolve customer inquiries and ensure a high degree of customer satisfaction based on ratings and feedback from customers. Compensation: $22 - $24/hr + incentive eligible

Requirements

Bachelor’s Degree or equivalent years of experience
Strong Communication Skills
Customer Service – Ability to handle customer inquiries, resolve issues efficiently, and maintain a professional approach.
Systems Knowledge – Proficiency in ERP, CRM, and order management systems to ensure accurate data handling
Detail-Oriented – Strong focus on accuracy in quotes, contracts, and account management.

Responsibilities

Contractual Admin & Quotation – Generate accurate and timely quotes for contractual customers based on agreement terms and maintain SLAs
Mill Reports & Certifications – Retrieve, manage, and send mill test reports (MTRs) and certifications while maintaining organized records
Credit & Returns Processing – Handle credit requests and product returns, working closely with finance to process refunds and replacements
Customer & Subcontractor Account Management – Set up new customers and subcontractors in the system, maintain ship/bill information, and update contact details
Customer Communication & Issue Escalation – Act as the first point of contact for order-related inquiries, including order status, proof of delivery, and shipment updates.
Cross-Functional Coordination – Work with Inside Sales, Regional Sales Managers, and Operations to ensure seamless order fulfillment and customer satisfaction as needed.