Customer Experience Representative

Description

Responsible for delivering exceptional customer experience to IV customers, serving as the

primary point of contact for all customer communications. Collaborate with internal departments

to address incoming inquiries and fulfill customer requests. Serve as a bridge between the sales

commercial team, and customers to foster relationship growth and maintenance. As a valued

team member at IV, the Customer Experience Representative plays a pivotal role in shaping the

company culture and contributing to overarching business strategies.

Authority

Authority to stop work. This authority permits any employee at any level to halt a job or

task when a hazardous situation appears imminent, or they feel unsafe.

Customer Experience Representative has the authority to perform all tasks and duties as

assigned herein.

Essential Duties and Responsibilities

• Communicate, coordinate, and delegate effectively with other departments including logistics, manufacturing, custom product development, and accounting to get orders and quotes completed in a timely manner.
• Coordinate with multi-step order processing with various types of orders including direct catalog orders, large distributor orders, and international orders. Assist in maintaining a positive customer relationship by providing a world-class customer experience.
• Identify additional growth opportunities and pass leads to Sales
• Manage customer relationships and provide a personalized experience.
• Establish, update, and maintain customer contact information in CRM software.
• Resolve customer errors and complaints in a timely manner through cross departmental collaboration.
• Participate in project teams dedicated to enhancing both customer experience and team processes.
• Respond to inquiries, process orders, and generate quotes over the phone, with a focus on upselling to customers.
• Oversee essential customer accounts to enhance customer relationships.
• Manage order through lifecycle.
• Follow up on unconverted stock quotes for direct customers to help achieve sales booking objectives.
• Other duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skill

and/or ability required.

Required

• Minimum 2 years in a customer service position
• Team player with a positive “can-do” attitude
• Problem solver that can look for improvements in processes and standards
• Excellent interpersonal communication skills
• Professional phone and email etiquette
• Works with a sense of urgency to complete necessary tasks
• High attention to detail
• Organizational and Time management skills
• Flexible and adaptable to change
• Able to remain calm in a fast-paced work environment
• Ability to work in a team environment and contribute at a high level toward individual,
• department and company goals
• Strong natural leadership skills and critical thinking skills

Preferred

• Associate's degree and/or 3 years customer service experience
• Account management experience
• Sage Business Platform experience
• Inside sales experience
• Ability to speak a foreign language

Job Type: Full-time

Pay: $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Christiansburg, VA 24073 (Required)

Work Location: Hybrid remote in Christiansburg, VA 24073

Salary : $19