Customer Experience Representative

Position Overview:

The Customer Experience Representative will be the frontline ambassador for our company, responsible for delivering exceptional service and support to our valued customers. This role engages with customers via various channels to address inquiries, resolve issues, and ensure a seamless and positive experience. The Customer Experience Representative's ability to empathize, communicate effectively, and problem-solve is crucial in fostering long-lasting relationships with our customers.

What You'll Do:

• Provide exceptional customer service by promptly responding to inquiries and resolving issues via email and phone.
• Build rapport and trust with customers by actively listening to their concerns, understanding their needs, and offering appropriate solutions.
• Identify opportunities to promote Waldom's value proposition to the customer as the distributor of choice.
• Educate customers on products, services, and company policies to enhance their overall experience and satisfaction.
• Build and maintain strong relationships with new and existing customers to nurture them before, during and after the sale.
• Ensure orders, returns, and exchanges are processed accurately and efficiently, adhering to established procedures and timelines.
• Understand pricing rules and guidelines, minimum order quantities and PO minimums.
• Collaborate with cross-functional teams to address customer needs and improve processes.
• Maintain accurate records of customer interactions, transactions, and feedback in the CRM system.
• Identify trends, patterns, and recurring issues in customer orders / inquiries and escalate them to the appropriate teams for resolution.
• Assist in reconciling discrepancies between order records, invoices, and inventory levels.
• Proactively follow up with customers to ensure their satisfaction and gather feedback for continuous improvement.
• Stay up to date on product features, industry trends, competitor activities and best practices to better assist customers and drive engagement.
• Uphold company values and brand reputation by delivering consistent and professional service to all customers.

What You Need:

• High school diploma or equivalent required; associate degree preferred.
• Previous experience in customer service, sales, or a related field is required.
• Strong attention to detail and accuracy, with the ability to multitask and prioritize tasks effectively.
• Excellent communication skills, both verbal and written.
• Ability to empathize with customers and remain calm and composed under pressure.
• Proficiency with Microsoft Office.
• Strong problem-solving skills and the ability to think critically and creatively to resolve issues.
• Flexibility to adapt to changing priorities.
• Ability to work independently or collaboratively in a fast-paced environment.
• A positive attitude, enthusiasm for helping others, and a commitment to delivering outstanding customer experiences.

Physical Requirements:

• Ability to lift and carry items up to 25 pounds.
• Ability to sit up to 8 hours per day.

Working Conditions:

• Standard office environment with occasional exposure to the warehouse.

Here's a Few Things We Offer You

• Top quality medical, dental, vision, and life insurance plans Waldom pays the majority of the medical plan cost
• Fourteen (14) days of paid time off (PTO) annually (accrued at 2.15 hours per week for the first four (4) years of employment)
• 8 Paid holidays plus 1 floating holiday
• 8 hours of paid volunteer time off annually
• Corporate Discount Program
• Employee Assistance Program 100% Waldom Paid!
• Generous Paid Maternity & Paternity Leaves
• Tuition Assistance Program
• Scholarship Program: for your eligible children, grandchildren & legal dependents, up to $8k a year

Affirmative Action/EEO Statement:

Waldom Electronics is committed to providing equal employment opportunities for all applicants and employees. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, Waldom Electronics prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as required to meet the ongoing needs of the organization.