What are the responsibilities and job description for the Customer Experience Agent position at Thomas Scientific LLC?
POSITION SUMMARY
The Customer Experience Agent (CXA) supports customers throughout the order process, answers product questions, processes returns, and works cross-functionally with other departments to ensure a positive customer experience. The CXA serves as the primary point of contact for customers, representing Thomas Scientific in a professional, knowledgeable, and courteous manner. Core responsibilities include processing orders, resolving customer issues, providing product information, and coordinating with internal teams to meet customer needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Processes Orders
- Enters email and telephone orders into the ERP.
- Maintains knowledge of computer “know-how.” Using computers to its fullest capacity to obtain information about locating customer accounts, products, inventory stock, etc.
- Gives verbal pricing, availability, and shipping cost via phone.
- Sends invoices, credits, MSDS’s, and other related documentation upon request.
- Sends acknowledgements via email for all orders.
- Owns and Resolves Customer issues.
- Checks order status upon request and provide tracking info.
- Traces lost/damaged shipments.
- Reviews of customer claims of shortages.
- Handles return requests, issuing Return Authorization Numbers and completing return instructions.
- Listens to and forwards customer viewpoints and can solve problems in promoting customer satisfaction.
- Proactive expediting of orders.
- Maintains Knowledge of Products and Resources Available
- Utilize the company web database to assist customers with products.
- Uses available resources to search for product specifications, discontinued and replacement products, MSDS, instructions, etc.
- Attends vendor training session as required to obtain product knowledge.
- Collaborates Cross-Functionally to Support Customer Satisfaction
- Forwards quote requests to Quotes Department for pricing of products.
- Communicates and transfers special or unusual requests to the appropriate Marketing Manager.
- Maintains acceptable communication skills with all co-workers throughout the company, portraying an acceptable image as a representative of Customer Experience Team.
- Troubleshoot issues and transfer to Technical Service Department or refer to the product manufacturer as needed.
- CXAs are encouraged to respond to these requests when they know the proper reply.
- Communicates and Escalates Issues Appropriately with Supervisor about:
- Complex or non-routine customer issues.
- Failure to meet customer commitments.
- Individual training requirements.
- Escalation of customers requests when necessary.
- Looks for ways to improve Customer Experience and both the department’s and individual efficiencies and time management.
- Complies with all Company policies (i.e., personnel, safety, telephone, etc.).
- Performs all other duties as assigned.
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
PHYSICAL DEMANDS
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position. The position primarily requires prolonged sitting, frequent use of a computer and telephone, and the ability to communicate effectively. Occasional standing, walking, reaching, and lifting up to 20 pounds may be required.
MENTAL DEMANDS
- Ability to manage multiple tasks in a fast-paced environment.
- Strong attention to detail and accuracy.
- Ability to communicate effectively with customers and team members.
- Ability to prioritize work and meet deadlines.
- Ability to follow established processes and procedures.
WORKING CONDITIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. This position is primarily performed in an office environment with minimal exposure to adverse environmental conditions.
Benefits at Thomas Scientific
Thomas Scientific offers a competitive benefits package for full-time associates, including:
- Health, Dental & Vision — Coverage through Cigna, Guardian, and VSP, effective your first full month, with FSA/HSA options available.
- Financial Security — Company-paid life and AD&D insurance, voluntary short-term disability, and 401(k) with employer match.
- Time Off — Accrued PTO, 11 paid holidays (including your birthday), paid parental leave, and additional paid leave for life events.
- Professional Development — Up to $3,000 annually in tuition assistance.
- Additional Perks — Employee Assistance Program, wellness programming, legal and identity protection services, and a $1,000 employee referral bonus.
Full benefits details are provided during the hiring process.
Equal Employment Opportunity Statement
Thomas Scientific, LLC is an equal opportunity employer. We do not discriminate against any employee or applicant on the basis of race, color, religion, sex, age, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment.