Customer Experience Agent

Customer Experience Agent

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The Customer Experience Agent is a core member of the Customer Service Department focused on handling customer order/shipment information requests and resolving any emerging concerns. The goal is to ensure excellent customer service standards, quick response times, and high customer satisfaction.

• Review, manage, and respond to all emails within the Support & Customer Service inbox within the service level agreement requirements.
• Manage incoming calls phone queues for VWR & Customer Service-related phone queues.
• Send customer shipment verification emails per service level agreement.
• Provide accurate, valid, and complete information by using the right methods/tools/process.
• Meet personal/service level agreements and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; keep record of customer interactions.
• Follow internal process and service level agreement guidelines.
• Review and update work instructions quarterly.

• Strong communication skills (verbal & written).
• Problem‑solving skills.
• Ability to troubleshoot and investigate customer complaints.
• Detail oriented, able to review various documents for accuracy.
• Strong computer skills.
• Experience with Customer Service or ERP ticketing system, specifically INFOR or similar.
• Work in team environment.
• Must be able to walk, sit and/or stand throughout an eight‑hour (or longer) day.
• Must be able to work on computer or other computer devices for extended periods of time.
• Must be able to stand and/or sit for extended periods of time.

• High School Diploma/GED.
• Proficiency in the use of Outlook (email) and experience with the Internet.
• Basic math skills including addition, subtraction, multiplication, and division.

Entry level

Full‑time

Other

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