Customer Experience Representative

Position Title: Customer Experience Representative

Location: Houston, TX

Type: Full-Time/Onsite

Job Summary: We are seeking a dedicated and proactive Customer Experience Representative to join our team. This role involves managing customer interactions, resolving issues, and ensuring a high level of satisfaction. The ideal candidate will have strong communication skills, a problem-solving mindset, and the ability to work effectively both independently and as part of a team.

Key Responsibilities:

• Customer Interaction: Serve as the primary point of contact for customers via phone, email, and chat. Address inquiries, provide information, and resolve challenges promptly.
• Order Management: Process customer purchase orders, track shipments, and handle returns or exchanges. Ensure accurate and timely fulfillment of orders.
• Problem Resolution: Identify and troubleshoot customer issues. Collaborate with other departments to resolve complex problems and escalate as needed.
• Product Knowledge: Maintain up-to-date knowledge of products and services to provide accurate information and recommendations to customers.
• Customer Feedback: Collect and document customer feedback to help improve products and services. Share insights with relevant teams to drive enhancements.
• Sales Support: Assist with upselling and cross-selling opportunities to enhance the customer experience and achieve sales goals.
• Team Collaboration: Work closely with other customer service representatives and internal teams to ensure a seamless customer experience.
• Continuous Improvement: Participate in training and development opportunities to enhance skills and knowledge. Contribute to process improvements and best practices.

Qualifications:

• 1+ year of customer service or order entry experience (manufacturing or B2B preferred).
• Strong written and verbal communication skills.
• Detail-oriented with excellent organizational and time-management abilities.
• Proficient with Microsoft Office (especially Outlook and Excel).
• Ability to learn and navigate ERP and CRM systems.
• Positive attitude and team-oriented mindset.