Customer Experience Representative

Job Title: Customer Experience Representative

Location (City, State): Richardson, TX

Work Schedule: M- F, 8-5, Hybrid

Type of Employment: Direct Hire

Compensation: $55,000 - $57,000

Industry: Distribution / Supply Chain

Benefits: This position is eligible for competitive benefits including medical, dental, vision and 401k match.

Job Description:

Addison Group is partnering with our client to hire a Customer Experience Representative. This individual will support daily customer operations by managing order activity, coordinating shipments, maintaining customer records, and ensuring a high level of service throughout the order lifecycle. The ideal candidate thrives in a fast-paced environment, can effectively manage shifting priorities, and has previous experience within distribution, manufacturing, logistics, or supply chain operations.

Key Responsibilities:

• Respond to incoming customer inquiries via phone and email while providing timely follow-up communication
• Process customer orders from receipt through fulfillment, including data entry, inventory coordination, purchase order management, and freight arrangements
• Provide customers with order confirmations, shipment updates, and delivery information
• Review customer purchase orders and ensure all special instructions are accurately documented within internal systems
• Work cross-functionally to resolve order discrepancies, shipping concerns, and service-related issues
• Coordinate and process customer sample requests as needed
• Investigate and document customer complaints while assisting with corrective action and resolution efforts
• Maintain accurate customer account details and update records within the ERP system
• Document customer-specific requirements and service expectations within account profiles
• Support a collaborative team environment across departments and business units
• Follow established operational procedures, safety guidelines, and company policies
• Assist with additional administrative or operational responsibilities as assigned
  
  

Qualifications:

• High school diploma required; additional education is a plus
• 2 Previous years of experience in customer service, order entry, or order management within distribution, logistics, manufacturing, or supply chain environments required
• Experience supporting chemical distribution operations is highly preferred
• Strong ability to multitask and adapt quickly to changing business demands
• Excellent organizational and prioritization skills with the ability to manage competing deadlines
• Proficiency with Microsoft Office applications
• Experience working within an ERP system required
• Comfortable learning new technology platforms and AI-supported processes
• Strong communication and problem-solving skills with a customer-focused mindset
  
  

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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