Customer Experience Specialist, ATI
Job in
Suwanee, Gwinnett County, Georgia, 30174, USA
Listed on 2026-10-23
Listing for:
Abatement Technologies
Full Time
position Listed on 2026-10-23
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Management, HelpDesk/Support
Job Description & How to Apply Below
Purpose:
Supporting the Sales organization and its customers by handling administrative duties, responding to customer inquiries and ensuring a best-in-class customer experience
Essential Job Functions:- Work as part of a centralized team supporting the entire sales organization.
- Work with the sales team to manage post sales activities.
- Coordinate with the warehouse to ensure shipments leave on schedule.
- Send shipping confirmation emails to customers.
- Handle Inbound/Outbound calls/emails on order status, shipments, RMAs.
- Handle inbound/outbound calls/emails for order status, RMAs, warranties.
- Monitor open support cases and provide feedback to account owners.
- Liaise with Purchasing/Logistics/Finance to resolve issues (credits, returns).
- Manage documentation (invoices, shipping labels) and sales admin tasks.
- Respond to customer inquiries for Invoices and other customer facing documentation.
- Work directly with sales staff and customers to resolve any customer issues – escalating to appropriate levels when necessary.
- Maintain shared customer-service knowledge base
- Supply daily open-order and back-order reports to RSM’s
- Track KPIs (case resolution time, CSAT/NPS).
- Model Abatement’s values in all that you do and hold others accountable in maintaining the integrity of them.
- Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability.
- Commitment to Health and Safety, consistently following all policies/rules and procedures.
Work Experience:
- High school diploma; 1+ year in customer service (construction/industrial a plus).
- Minimum 2 years relevant experience preferred.
- Excellent organizational and communication skills.
Must be able to interact effectively with other staff members, customers, vendors, suppliers, and affiliates.
Knowledge, Skills, and Abilities:- Excellent interpersonal and customer service skills.
- Shipping/return policies, basic ERP/CRM navigation.
- Active listening, conflict resolution, data entry accuracy.
- Prioritize urgent requests; adapt to process changes.
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