Customer Experience Associate

ABOUT THE ROLE

The Customer Experience Associate (CEA I) is responsible for delivering timely, accurate, and professional support to clients across multiple communication channels. This is a foundational role focused on executing established processes, managing standard client inquiries, and building core skills in case management and problem-solving.

CEA's are expected to operate with a strong sense of accountability, consistently meet performance expectations, and develop the skills required to handle more complex scenarios over time.

• Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs (response time, resolution time, CSAT)
• Acknowledge and triage incoming requests quickly to ensure timely engagement
• Communicate clearly and professionally in all client interactions
• Provide consistent updates to clients through resolution

• Manage assigned cases from intake through resolution using established processes
• Accurately document, categorize, and update cases in Salesforce
• Follow SOPs to resolve standard and well-defined client issues
• Escalate more complex or unclear issues to senior team members when needed

• Follow established workflows, SOPs, and guidelines consistently
• Maintain accurate and complete case documentation
• Ensure attention to detail in all client communications and system updates
• Identify when processes are unclear or missing and flag to leadership
• Partner with internal teams as needed to support case resolution
• Ask questions and seek guidance when navigating unfamiliar scenarios
• Contribute to a positive, professional, and accountable team environment

• Build foundational knowledge of systems, workflows, and client needs
• Actively incorporate feedback to improve performance
• Develop problem-solving skills and confidence in handling cases independently
• Progress toward managing more complex cases with less oversight

• 2 years in customer support, client experience, or a related field
• Experience in a fast-paced, client-facing, or supply chain environment preferred
• Familiarity with CRM or ticketing systems preferred
• Comfortable working across multiple tools and systems