Customer Experience Associate

LOCATION:

Independence, OH;
Canton, MI - Onsite

FLSA Status:
Non-exempt

TRAVEL:
None

At Millcraft, we’re more than a business, we’re a family. For over 100 years, we’ve been proud to serve the paper, packaging, and graphic arts industries, guided by our values of Family, Passion, Aspire, Responsible, and Deliver
. We care deeply about our people, our customers and our communities. We believe in creating a place where you can grow, belong and make a difference. Come join us and be part of something truly special.

Reporting to the Customer Experience Manager, you will be responsible for providing exceptional service to our customers, ensuring their satisfaction with our products and services by providing timely and accurate information. You will serve as the main point of contact for all customer inquiries, complaints, and product support. Additionally, you will contribute to the development and improvement of customer experience strategies, processes, and policies to enhance overall customer satisfaction and loyalty.

• Process customer orders and sales order changes and resolve any issues or discrepancies with order fulfillment
• Respond to all customer inquiries, complaints, and product support requests in a timely manner
• Identify and troubleshoot customer issues, providing appropriate solutions and ensuring resolution
• Proactively engage with customers to understand their needs, preferences, and concerns
• Establish and maintain excellent rapport with internal and external customers and vendors
• Collaborate with cross-functional teams to address customer concerns and improve customer experience
• Follow up with customers to ensure their satisfaction and gather feedback
• Provide product recommendations, information, and upselling opportunities to customers
• Continually build knowledge of products and services
• Participate in team meetings and projects as needed
• Follow all Millcraft policies, procedures, and guidelines as outlined in the employee handbook and departmental SOPs
• Ensure a safe working environment by strictly following all safety protocols and standards, including reporting unsafe conditions, near‑misses and incidents immediately to your manager
• Demonstrate the Millcraft Core Values (Family, Responsible, Passion, Deliver, Aspire and FUN) in day‑to‑day work and interactions
• Other duties as assigned

• 1‑3 years of experience in customer service, sales, or product management (preferred)
• Effective problem‑solving, high customer satisfaction, and efficiency
• Previous experience in customer service, preferably in specialized products
• Proficient in using ERP (D365) and CRM software and customer service tools
• Strong problem‑solving and decision‑making abilities
• Ability to multitask and prioritize tasks effectively
• Detail‑oriented with a strong focus on accuracy and attention to detail
• Strong verbal and written communication skills, with the ability to effectively interact with diverse customers
• Ability to work independently and prioritize tasks effectively in a fast‑paced environment

• High Customer Satisfaction Scores (CSI): consistently receiving positive feedback after interactions
• High First Contact Resolution (FCR) Rate: resolving the customer’s inquiry or issue entirely during the first interaction
• Order Line Activity (OLA): consistently maintain at or above average order line activity
• Positive Net Promoter Scores (NPS): interactions contribute to the customer’s likelihood of recommending the company to others
• Positive Customer Effort Score (CES): making the customer’s journey as smooth and easy as possible

At the corporate level, the work environment characteristics described herein are generally representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The work environment is moderately quiet to moderately noisy. Temperature is moderated by heat in the winter and air conditioning or air circulation methods in the summer.