Customer Experience Representative

Customer Experience Representative
Department: Customer Experience
Reports To: Customer Experience Manager
Location: Hudson, WI | New Albany, MS | Remote
Employment Type: Full Time

Job Overview:

The Customer Experience Representative (CXR) is a vital frontline role at Refrigerated Solutions Group (RSG), responsible for managing the entire customer lifecycle from quote to post-sale. This position plays a key part in enhancing customer satisfaction, increasing quote conversion rates, and supporting business growth through proactive, consultative communication. As the primary point of contact for customers and the sales team across various sales channels, the CXR ensures smooth coordination across departments, providing timely support and facilitating effective sales opportunity management.

Key Responsibilities:

• Customer Relationship Management:
  • Primary Point of Contact: Act as the main liaison for customers, managing customer interactions throughout the entire process from quoting to fulfillment.
  • Customer Support: Deliver timely and accurate information regarding quotes, order statuses, submittal drawings, and production updates.
  • Issue Resolution: Proactively address customer inquiries, resolve issues promptly, and ensure customer satisfaction to increase quote conversion rates.

• 
  Sales Opportunity Management:
  • Opportunity Management: Manage sales opportunities within Salesforce CRM, advancing opportunities through the stages from identification to order entry.
  • Increase Quote Conversion Rates: Focus on improving conversion rates by effectively managing opportunities, ensuring all customer needs are met promptly and accurately.
  • Sales Growth Support: Collaborate with the sales team to implement sales strategies aimed at meeting sales targets and improving overall conversion rates.

• 
  Process Coordination:
  • Internal Process Coordination: Work closely with Quoting, Order Entry, and Production Control teams to ensure smooth and efficient order processing.
  • Customer Communication Plan: Ensure customer notifications are sent at each process step in alignment with the established communication plan, enhancing transparency and trust.
  • Data Management: Keep up-to-date customer and opportunity information in Salesforce, ensuring accurate tracking and analysis of conversion rates.

• 
  Reporting and Analytics:
  • Generate Reports: Create reports on sales trends, customer feedback, and process efficiency to support improvements in conversion rates and customer experience.
  • Provide Insights: Share actionable insights with management to continuously enhance customer service, sales processes, and overall performance.

• 
  Feedback and Improvement:
  • Customer Feedback: Collect feedback post-delivery to identify opportunities for improving the quoting and sales process.
  • Drive Continuous Improvement: Participate in initiatives to improve customer service and sales processes, especially in areas impacting quote conversions and customer retention.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Sales, or a related field. A combination of education and relevant experience is also considered.
• Experience: Proven experience in customer experience, inside sales, or a similar role, preferably within commercial refrigeration or a related industrial sector.

• 
  Skills:
  • Proficiency with Salesforce or other similar CRM platforms is preferred.
  • Ability to use Microsoft Office Suite of products, and ERP experience is strongly preferred.
  • Excellent communication and interpersonal skills, with the ability to manage multiple tasks in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.
  • Ability to collaborate effectively with cross-functional teams.
• Industry Knowledge: Familiarity with commercial refrigeration products, particularly walk-in freezers, coolers, and refrigeration units, is preferred.
• Travel: Minimal travel may be required.

RSG is an EEO employer as defined by the EEOC.