Customer Experience Associate

Customer Experience Associate 

Reports to: Branch Manager
Location: Dunbar, WV
Classification: Non-Exempt 

This Role Is for Someone Who… 

You don’t wait to be told what to do—you see what needs to be done and move. You take pride in doing things right the first time. You balance quality with speed, stay calm when priorities shift, and thrive in days where no two look the same. You’re polished with customers, persuasive without being pushy, and collaborative by default. 

If you’re wired to deliver excellent work, adapt quickly, and take ownership—this role was built for you. 

Position Overview 

The Customer Experience Associate plays a critical role at the center of the branch—supporting customers, enabling sales, and keeping operations running smoothly. This position blends customer service, sales enablement, and warehouse support, requiring high attention to detail, strong soft skills, and a high sense of urgency. 

You’ll be the connective tissue between customers, sales, vendors, and operations—ensuring nothing slips through the cracks. 

What You’ll Do 

Customer Service Excellence 

• Deliver consistently exceptional service to internal and external customers
• Serve as the primary point of contact for returns, exchanges, and warranty claims
• Assist customers at the counter and via phone with orders, quotes, and inquiries
• Communicate proactively with branch and corporate teams to resolve issues fast

Sales Enablement & Lead Management 

• Triage and qualify inbound leads (calls, counter, email, web, referrals)
• Route opportunities quickly and accurately to the right salesperson
• Maintain disciplined CRM/ERP records—notes, next steps, stages, and follow-ups
• Drive daily and weekly follow-up cadences to reduce lead leakage
• Prepare clean, complete quote packages and track progress through conversion

Process, Tools & Continuous Improvement 

• Standardize quote and order handoffs to protect margin and accuracy
• Maintain up-to-date sales tools, product materials, and vendor documentation
• Support onboarding and coordinate vendor trainings at the branch level
• Track enablement metrics and identify friction points—then suggest fixes

Warehouse & Operations Support 

• Pick, pack, ship, receive, and stock inventory accurately and efficiently
• Maintain an organized, safe showroom and warehouse environment
• Step in seamlessly during absences to keep operations moving

What Makes You a Fit 

• High attention to detail with a strong sense of urgency
• Self-motivated, self-directed, and quick to learn
• Comfortable pivoting and reprioritizing throughout the day
• Strong communicator—professional, persuasive, and collaborative
• Organized, dependable, and accountable for outcomes
• Equally comfortable working independently or as part of a team

Qualifications 

Required: 

• High school diploma or equivalent
• Strong written and verbal communication skills
• Solid time management and organizational skills
• Proficiency with Microsoft Office and ERP/CRM systems

Preferred: 

• Some college or associate degree (business, communications, or related field)
• Certifications in customer service, inventory management, or ERP systems

Physical & Work Environment 

• Ability to lift up to 70lbs occasionally
• Frequent standing, walking, bending, and reaching
• Comfortable in a fast-paced, mixed showroom/warehouse environment
• Able to handle interruptions, shifting priorities, and peak-period hours

How Success Is Measured 

• Customer Satisfaction:95% satisfaction through repeat business and feedback
• Accuracy & Efficiency:99% accuracy in orders, returns, and warehouse tasks
• Sales Impact: Faster lead response, cleaner CRM data, improved quote turnaround
• Communication: Proactive, clear coordination with customers and internal teams
• Operational Excellence: Organized, safe, compliant branch operations
• Adaptability: Seamless coverage during staffing gaps without disruption