Customer Experience Representative

Job Title: Customer Experience Representative

Reports To: Customer Experience Manager

FLSA Status: Hourly– Non-Exempt

Location: Onsite Portland, TN

Pay Rate: $18-19/hour

Benefits: This role might be eligible for medical, dental, vision, and 401(k)

• Will be responsible for responding to all customer requests and questions regarding products and account information in a timely and professional manner via telephone or computer
• Prepare, process, review, and monitor various documents including customer orders and shipments
• Prepare quotes and recommend products based on customer needs
• Informs customer of unit prices, shipping date, and follow up on orders to ensure delivery by specified date
• Interaction with production, shipping, warehouse, or personnel to expedite or trace missing or delayed shipments
• Build and sustain positive relationships with external sales agencies and customers through open communication and exceeding expectations
• Operate in a team environment to achieve departmental and personal goals and assist others with their goals
• Compile and submit requests for RMA’s/credits for the customers
• Resolve customer concerns or issues with appropriate alternatives and solutions by assessing and investigating internal issues or shortfalls, expediting necessary adjustments or corrections, and following up with customers to ensure satisfaction and/or escalating when required
• Conduct outbound sales calls and emails to target prospects to generate new business opportunities
• Build and maintain strong relationships with existing and potential customers through regular follow-ups and proactive communication
• Develop a comprehensive understanding of our product lines and provide recommendations to meet the customer needs
• Other duties as assigned
• Meet all safety requirements

• Strong interpersonal, organizational, research, and analytical skills
• Excellent written, interpersonal, and verbal communication skills with attention to listening and details
• Self-started motivated to achieve goals and overcome challenges
• Excels at time management and prioritizing tasks
• Excellent computer skills including Microsoft Office
• Knowledge and experience with MRP systems a plus

• Associate degree
• A minimum of 3 years of previous customer service or sales experience

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.