Customer Experience Specialist, ATI

Abatement Technologies•Suwanee, GA

About The Position

The Customer Experience Specialist supports the Sales organization and its customers by handling administrative duties, responding to customer inquiries, and helping ensure a best-in-class customer experience. The role is part of a centralized team supporting the entire sales organization and works with sales staff, customers, the warehouse, and internal departments to manage post-sale activities and resolve issues. The specialist coordinates shipments, communicates shipping confirmations, handles inquiries about order status, shipments, RMAs, warranties, invoices, and other customer-facing documents, and monitors support cases. The role also manages sales administration and documentation, provides open-order and back-order reports to RSMs, maintains a shared customer-service knowledge base, and tracks customer-service KPIs. The position calls for a commitment to Abatement’s values, health and safety, and continuous improvement. The specialist should be organized, communicate effectively, provide strong customer service, and adapt to changing processes and priorities.

Requirements

High school diploma.
At least 1 year of customer-service experience; construction or industrial experience is a plus.
Excellent organizational and communication skills.
Ability to interact effectively with staff members, customers, vendors, suppliers, and affiliates.
Excellent interpersonal and customer-service skills.
Knowledge of shipping and return policies and basic ERP/CRM navigation.
Active listening, conflict-resolution, and accurate data-entry skills.
Ability to prioritize urgent requests and adapt to process changes.

Nice To Haves

Construction or industrial customer-service experience.
At least 2 years of relevant experience is preferred.

Responsibilities

Support the entire sales organization as part of a centralized team.
Work with the sales team to manage post-sale activities.
Coordinate with the warehouse to ensure shipments leave on schedule.
Send shipping confirmation emails to customers.
Handle inbound and outbound calls and emails about order status, shipments, RMAs, and warranties.
Monitor open support cases and provide feedback to account owners.
Work with Purchasing, Logistics, and Finance to resolve issues involving credits and returns.
Manage documentation, including invoices and shipping labels, and perform sales administration tasks.
Respond to customer inquiries about invoices and other customer-facing documentation.
Work directly with sales staff and customers to resolve customer issues, escalating when necessary.
Maintain the shared customer-service knowledge base.
Provide daily open-order and back-order reports to RSMs.
Track KPIs such as case resolution time and CSAT/NPS.
Model Abatement’s values and hold others accountable for maintaining their integrity.
Champion, influence, embrace, and motivate change, with a strategic mindset for continuous improvement and scalability.
Follow health and safety policies, rules, and procedures.