Customer Experience Representative

CXRs play a critical role in supporting the sales organization and ensuring that every customer interaction is accurate, responsive, and consistent. Rather than focusing solely on transactional work, this role is designed to build strong ownership of the customer experience from quote through order fulfillment and post-sale support. CXRs partner closely with sales, operations, and customers to improve accuracy, proactively resolve issues, and help modernize how work gets done across the organization.

Sales Support

• Review customer purchase orders to ensure accuracy, completeness, and alignment with quotes
• Prepare, enter, and manage sales orders within the QAD ERP system
• Create, update, and deliver customer quotes
• Support inside and outside sales teams with pricing, order, and product-related inquiries
  
  

Customer Solutions

• Provide customers with timely quote and order status updates
• Investigate and resolve order issues, discrepancies, and service concerns
• Initiate returns and credits in accordance with company procedures
• Take ownership of customer issues and follow them through to resolution
• Assist with customer certification and compliance documentation
• Ensure required documentation is completed accurately and maintained
  
  

Quality Review and Process Improvement

• Perform quality reviews of quotes and sales orders to ensure consistency and accuracy
• Identify recurring issues and opportunities to prevent errors before they occur
• Maintain and update Standard Operating Procedures (SOPs)
  
  

Contribute ideas to improve workflows, tools, and the overall customer experience