What are the responsibilities and job description for the Customer Experience Representative position at Essex Brownell?
Schedule: Monday - Friday 8:00 am – 5:00 pm
Essential Purpose Of This Position
Under the general direction of the Director of Customer Experience, support the sales organization and ensure every customer interaction is accurate, responsive, and consistent. Build ownership of the customer experience from quote through order fulfillment and post-sale support. Partner closely with sales, operations, and customers to improve accuracy, proactively resolve issues, and support continuous process improvement across the organization.
Essential Duties And Responsibilities
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Essential Purpose Of This Position
Under the general direction of the Director of Customer Experience, support the sales organization and ensure every customer interaction is accurate, responsive, and consistent. Build ownership of the customer experience from quote through order fulfillment and post-sale support. Partner closely with sales, operations, and customers to improve accuracy, proactively resolve issues, and support continuous process improvement across the organization.
Essential Duties And Responsibilities
- Review customer purchase orders to ensure accuracy, completeness, and alignment with approved quotes.
- Prepare, enter, and manage sales orders within the QAD ERP system.
- Create, update, and deliver customer quotes in a timely manner.
- Support inside and outside sales teams with pricing, order, and product-related inquiries.
- Provide customers with timely quotes 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 appropriately.
- 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 overall customer experience.
- Strong attention to detail and commitment to accuracy
- Strong communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong problem-solving and organizational skills.
- Ability to collaborate effectively across departments.
- Proficiency with ERP systems and Microsoft Office applications preferred.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.