Customer Experience Representative 9:00 am - 6:00 pm

Waldom Electronics•Rockford, IL

1d•$17 - $21•Onsite

About The Position

The Customer Experience Representative will be the frontline ambassador for our company, responsible for delivering exceptional service and support to our valued customers. This role engages with customers via various channels to address inquiries, resolve issues, and ensure a seamless and positive experience. The Customer Experience Representative’s ability to empathize, communicate effectively, and problem-solve is crucial in fostering long-lasting relationships with our customers.

Requirements

High school diploma or equivalent required; associate degree preferred.
2 years of experience in customer service, sales, or a related field is required.
Strong attention to detail and accuracy, with the ability to multitask and prioritize tasks effectively.
Excellent communication skills, both verbal and written.
Ability to empathize with customers and remain calm and composed under pressure.
Proficiency with Microsoft Office.
Strong problem-solving skills and the ability to think critically and creatively to resolve issues.
Flexibility to adapt to changing priorities.
Ability to work independently or collaboratively in a fast-paced environment.
A positive attitude, enthusiasm for helping others, and a commitment to delivering outstanding customer experiences.
Ability to lift and carry items up to 25 pounds.
Ability to sit up to 8 hours per day.

Responsibilities

Provide exceptional customer service by promptly responding to inquiries and resolving issues via email and phone.
Build rapport and trust with customers by actively listening to their concerns, understanding their needs, and offering appropriate solutions.
Identify opportunities to promote Waldom’s value proposition to the customer as the distributor of choice.
Educate customers on products, services, and company policies to enhance their overall experience and satisfaction.
Build and maintain strong relationships with new and existing customers to nurture them before, during and after the sale.
Ensure orders, returns, and exchanges are processed accurately and efficiently, adhering to established procedures and timelines.
Understand pricing rules and guidelines, minimum order quantities and PO minimums.
Collaborate with cross-functional teams to address customer needs and improve processes.
Maintain accurate records of customer interactions, transactions, and feedback in the CRM system.
Identify trends, patterns, and recurring issues in customer orders / inquiries and escalate them to the appropriate teams for resolution.
Assist in reconciling discrepancies between order records, invoices, and inventory levels.
Proactively follow up with customers to ensure their satisfaction and gather feedback for continuous improvement.
Stay up to date on product features, industry trends, competitor activities and best practices to better assist customers and drive engagement.
Uphold company values and brand reputation by delivering consistent and professional service to all customers.

Benefits

Competitive base salary plus performance-based incentives.
Comprehensive benefits package, including health, dental, vision, and 401(k).
Opportunities for career growth in a global organization.
A collaborative culture committed to innovation, partnership, and continuous improvement.
Top quality medical, dental, vision, and life insurance plans Waldom pays the majority of the medical plan cost
Fourteen (14) days of paid time off (PTO) annually (accrued at 2.15 hours per week for the first four (4) years of employment)
8 Paid holidays plus 1 floating holiday
8 hours of paid volunteer time off annually
Corporate Discount Program
Employee Assistance Program 100% Waldom Paid!
Generous Paid Maternity & Paternity Leaves
Tuition Assistance Program
Scholarship Program: for your eligible children, grandchildren & legal dependents, up to $8k a year