Customer Experience Representative
A. M. Castle & Co.•Paramount, CA
•$26 - $28
About The Position
The Customer Experience Representative coordinates with and supports Inside Sales, Regional Sales Managers, and Operations by handling non-sales customer interactions. The role influences order tracking and customer communication processes, and handles credit and return requests. It requires efficient, timely responses to customer inquiries and effective issue resolution to support a high degree of customer satisfaction, measured through customer ratings and feedback. The position works from 8:00 a.m. to 4:30 p.m. Compensation is $26–$28 per hour, with eligibility for incentives.
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.
- Strong attention to accuracy in quotes, contracts, and account management.
Responsibilities
- Generate accurate, timely quotes for contractual customers based on agreement terms and maintain service-level agreements.
- Retrieve, manage, and send mill test reports (MTRs) and certifications while maintaining organized records.
- Handle credit requests and product returns, working with Finance to process refunds and replacements.
- Set up new customers and subcontractors in the system; maintain shipping and billing information and update contact details.
- Serve as the first point of contact for order-related inquiries, including order status, proof of delivery, and shipment updates.
- Coordinate with Inside Sales, Regional Sales Managers, and Operations to support order fulfillment and customer satisfaction as needed.
Benefits
- Medical benefits
- Dental insurance
- Vision insurance
- 401(k) match
- Disability benefits
- Tuition reimbursement
- Incentive eligibility
