Customer Experience Representative

Overview

The Customer Experience Representative helps grow top‑line sales by driving the customer experience. The role also supports operational excellence by ensuring process conformity and improvement.

Hands‑on experience interacting with customers via phone, email and web chat to determine needs and connect them with resources is required. The representative will assist in managing inbound marketing leads through its entire lifecycle, including order management and returns. As of November 2023 the company was acquired by Snap‑On Tools. Ideal candidates reside in the Bay Area, California.

• Evaluate and manage new and existing customer engagement information within our CRM system (Netsuite) using standard processes to assign follow‑up to relevant team members.
• Disqualify contacts as needed and set customer expectations around the follow‑up timeline.
• Respond to customer inquiries via phone, email and web chat.
• Enter and manage customer information within Netsuite, ensuring accurate and up‑to‑date sales data.
• Perform assigned responsibilities in conformance with ISO procedures and support the organization in meeting quality objectives.
• Support and participate in the company’s health and safety program.

• Bachelor’s degree in business administration, sales, marketing or a related field.
• Minimum 3 years of experience in a sales or customer service role (retail experience considered).
• Excellent attention to detail to ensure accuracy and quality in data analysis and reporting.
• Proficiency in using CRM systems (Netsuite ideal) and Microsoft Office Suite (Word, PowerPoint).
• Experience using a project management tool is a plus.
• Ability to work collaboratively with cross‑functional teams, build relationships, and influence stakeholders to drive sales operations initiatives.
• Effective verbal and written communication skills.
• Strong mathematical and problem‑solving skills; ability to lead a team through the 8D problem resolution process and to interpret KPIs, SPC and other statistical methods to control process outputs.
• Strong adaptability to work in a fast‑paced, dynamic environment with shifting priorities and handle multiple tasks simultaneously.

Requires close, distance, color, peripheral and depth vision, and the ability to adjust focus. Reasonable accommodations may be provided for individuals with disabilities.

The role involves a standard office setting. Occasional travel may be required for trade shows, meetings or site visits.

75,000

USD per year (based on pay scale/experience).