Customer Experience Representative

A. M. Castle & Co. • Kennesaw, GA

3d

About The Position

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.

Requirements

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

Responsibilities

• Generate accurate and timely quotes for contractual customers based on agreement terms and maintain SLAs
• Retrieve, manage, and send mill test reports (MTRs) and certifications while maintaining organized records
• Handle credit requests and product returns, working closely with finance to process refunds and replacements
• Set up new customers and subcontractors in the system, maintain ship/bill information, and update contact details
• Act as the first point of contact for order-related inquiries, including order status, proof of delivery, and shipment updates.
• Work with Inside Sales, Regional Sales Managers, and Operations to ensure seamless order fulfillment and customer satisfaction as needed.

Benefits

• medical
• dental
• vision
• 401K match
• disability benefits
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level