Customer Experience Representative

TRIAD TECHNOLOGIES LLC•Maumee, OH

3d•Onsite

About The Position

The Customer Experience Representative (CER) provides high-quality professional service to customers and ensures their needs are met throughout the customer experience, including order entry management, quoting, product and pricing inquiries, and issue resolution. The role collaborates with Sales, Technical Support, and Operations to provide a seamless customer experience aligned with Triad’s service standards. This full-time position is Monday through Friday, 8:00 a.m. to 5:00 p.m. The CER serves as a customer advocate, managing the full lifecycle from initial interaction through ongoing support and building customer satisfaction, loyalty, and long-term retention through consistent communication, follow-through, and proactive service.

Requirements

High school diploma or equivalent required.
Exceptional communication skills, including a polished and professional phone presence and clear, concise, courteous written communication for email and live chat.
Excellent organizational skills and the ability to manage multiple priorities, multitask effectively, and adapt to shifting demands in a fast-paced environment.
Proficiency in Microsoft Office, including Outlook, Excel, and Word.
Ability to quickly learn and retain knowledge of product lines, services, and internal processes.
Positive, team-oriented attitude and a strong commitment to exceptional service for external and internal customers.

Nice To Haves

Associate’s degree preferred.
At least 2 years of customer service experience in a distribution, industrial, or B2B environment preferred.
Experience managing key or high-touch accounts preferred.
Experience with ERP and business communication systems; familiarity with P21 and Zendesk preferred.

Responsibilities

Manage the customer relationship and full customer lifecycle, providing consistent communication, follow-through, and proactive support.
Respond promptly to incoming phone calls, emails, live chats, and other customer communication channels.
Process customer orders, quotes, returns, and credit requests accurately and in accordance with Triad guidelines and customer-specific requirements.
Provide product information, availability, and pricing support using P21 and Zendesk.
Partner with Sales, Technical Support, and Operations to provide seamless service and effective order fulfillment.
Monitor order status and proactively communicate delays, updates, or changes to customers.
Handle and resolve customer concerns and complaints, escalating issues to appropriate internal resources when needed.
Maintain accurate, organized records of customer interactions in P21 and Zendesk in accordance with documentation standards.
Build and maintain trust-based relationships with customer contacts through frequent, solution-oriented communication and attentive service.
Collaborate with team members to strengthen customer and internal-team feedback loops and improve customer experience, processes, and workflows.
Stay informed about product offerings, processes, and Triad policies to provide accurate, up-to-date information.
Participate in team meetings, training sessions, and continuous improvement initiatives.
Perform other duties as assigned.