Customer Experience Representative

Headquartered in Columbus, Ohio, Komar is a market leader in industrial waste and recycling processing solutions. Since 1977, we have provided compactors, balers, shredders, continuous feed systems, dewatering systems, and related equipment that help customers reduce cost, improve sustainability, and streamline operations.

Komar sells primarily direct to customers and supports its equipment through a national service network, comprehensive parts inventory, and industry-leading brands including BACE, Maren Engineering, and PTR Baler and Compactor.

Position Overview

PTR Baler and Compactor, a division of Komar Industries, is seeking a highly organized, customer-focused Customer Experience Representative to manage customer orders and equipment installations from order entry through shipment, delivery, and installation completion. This role coordinates closely with customers, sales, production, logistics, service, installers, general contractors, and store-level contacts.

The ideal candidate is detail-oriented, process-driven, and comfortable managing multiple orders, schedules, vendors, and customer priorities in a fast-paced industrial environment. Success requires clear communication, disciplined follow-through, accurate NetSuite documentation, and strong issue resolution.

Key Responsibilities:

Customer Order Management & Communication

• Manage customer orders from placement through delivery and installation, ensuring accuracy, timely fulfillment, and clear communication throughout the process.
• Serve as a primary liaison between customers, sales, production, logistics, service, installers, and operations on order status, shipment timing, installation schedules, delays, and changes.
• Answer customer calls and emails as part of the shared department responsibility, providing timely, professional, and accurate responses.
• Provide proactive updates to sales representatives, customer service team members, and internal stakeholders on open orders, shipments, and installations.

Installation Coordination & Vendor Management

• Plan and coordinate installation of compactors, balers, and related equipment with local and third-party installation vendors.
• Work with logistics and production to align shipment timing with customer due dates, site readiness, and installation requirements.
• Issue work orders, follow up on open installations, and negotiate installation costs with vendors within established guidelines.
• Coordinate with general contractors, store managers, installers, and internal teams to resolve site issues, scheduling conflicts, and installation questions.

Process Discipline, Documentation & Issue Resolution

• Follow all NetSuite protocols, workflows, and role-specific procedures established by department leadership.
• Maintain accurate records of orders, shipments, installations, work performed, vendor updates, customer communications, and required documentation.
• Confirm installation and work-completion documentation is obtained, reviewed for completeness, and properly recorded.
• Monitor available inventory and identify alternate in-stock equipment options when they meet customer needs and support faster fulfillment.
• Resolve customer complaints, order discrepancies, shipment issues, and installation challenges by working cross-functionally to protect customer satisfaction.

Candidate Profile Requirements:

Experience

• 2 years of experience in customer service, order management, installation coordination, logistics coordination, or project coordination, preferably in an industrial, equipment, manufacturing, construction, or field service environment.
• Experience coordinating with customers, sales, production, logistics, service teams, external vendors, installers, general contractors, and site-level contacts.
• Ability to manage multiple customer orders, installations, schedules, and priorities in a high-volume, fast-paced environment.
• Experience using ERP, CRM, field service, inventory, order management, or workflow systems; NetSuite experience preferred.
• Prior experience supporting large-volume customers, national accounts, retailers, grocers, fulfillment centers, or multi-site customers is strongly preferred.

Leadership Qualities

• Customer-first mindset with strong ownership, accountability, and follow-through.
• Clear, professional communicator who works effectively with internal teams, customers, vendors, installers, and site contacts.
• Highly organized, detail-oriented, and disciplined in documentation and process adherence.
• Positive, collaborative team player who remains calm and solution-oriented under pressure.

Culture & Core Values

• Build and maintain trust with customers, teammates, vendors, and all stakeholders through clear communication, reliability, and follow-through.
• Own the outcome by keeping promises, honoring commitments, and taking accountability from order placement through installation completion.
• Lead with integrity by doing what is right for the customer, team, and company, especially when decisions are difficult.

Key Skills & Technical Competencies:

• Customer service and customer experience management
• Order management, fulfillment tracking, and installation coordination
• Vendor coordination, work order management, and basic cost negotiation
• NetSuite or similar ERP/workflow systems; Microsoft Office Suite, especially Outlook, Excel, and Word
• Inventory awareness, shipment coordination, logistics follow-up, and cross-functional communication
• Problem solving, troubleshooting, prioritization, multitasking, and issue escalation

Join us as a Customer Experience Representative where your enthusiasm meets opportunity! Help us deliver outstanding service that makes every customer feel valued while advancing your career in a supportive environment.

HP123

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Account management: 2 years (Required)
• Installation coordination: 2 years (Preferred)
• Project scheduling: 2 years (Preferred)
• ERP systems: 2 years (Required)
• NetSuite: 2 years (Preferred)
• CRM software: 2 years (Preferred)
• customer service in a manufacturing or equipment environment: 2 years (Required)

Ability to Commute:

• Philadelphia, PA 19134 (Required)

Work Location: In person