What are the responsibilities and job description for the Customer Experience Specialist position at Travers Tool Co., Inc.?
Company Description
Travers Tool Co., Inc. is a distributor of metalworking and industrial supplies serving manufacturers in the metalworking industry. The company focuses on providing quality products and reliable services that support long-term customer success. Travers Tool is committed to strong customer care, building lasting partnerships, and fostering loyalty. Team members contribute to helping customers operate efficiently and competitively across generations.
Role Description
The Customer Experience Specialist provides solution-based support while proactively identifying opportunities to create customer value, protect revenue, and deepen relationships. The role combines accurate, timely transaction execution with the Project EDGE operating mindset: Every Discussion Generates Engagement. Specialists are expected to move beyond order processing by spotting opportunities, preventing avoidable lost sales, using approved engagement language, and collaborating across departments to deliver a consistent and valuable customer experience.
Core Responsibilities
1. Customer Service & Transaction Excellence
• Provide support to Telesales, Field Sales, Web, Marketplace, and unassigned customers across inbound calls, email tickets, chat, web, and marketplace requests.
• Accurately and timely process quotes, orders, and customer-service opportunities according to standard operating procedures.
• Identify customer needs, clarify information, research issues, and provide appropriate solutions.
• Work with vendors for quotes, product information, availability, and tracking updates; work with carriers for tracking, freight claims, and pickups.
• Review customer accounts and provide accurate billing, shipping, order, and account updates.
• De-escalate dissatisfied-customer situations with patience, ownership, and solution-based support.
• Work cross-functionally with Sales, Credit, Warehouse, Marketing, Procurement, Product Management, and other teams to resolve issues and deliver a cohesive customer experience.
• Follow established communication procedures, policies, and service standards; support team needs and help less-experienced teammates when appropriate.
2. Project EDGE – Proactive Customer Engagement
• Use approved EDGE discovery, closing, and quote-email language during applicable customer interactions.
• Look beyond the immediate request to identify additional ways to help the customer and strengthen the relationship.
• Spot cross-sell, package quantity, competitor-quote, repeat-business, and share-of-wallet opportunities and document the next action.
• Follow up on open quotes and orders from prior working days when customer action or internal follow-through is needed.
• Make appropriate outbound contacts for first-time-customer repeat business and other management-approved engagement campaigns.
3. Lost Sales Avoidance & Revenue Protection
• Recognize at-risk orders and potential cancellations early and take ownership of the next step.
• Use established Catch & Kill, alternate sourcing, lead-time, substitute-product, and cancellation-review workflows when applicable.
• Escalate pricing, technical, sourcing, product-management, and cancellation issues through the appropriate decision-support path.
• Collaborate with internal partners to recover business and reduce preventable cancellations while keeping the customer informed.
• Document recovered orders, unresolved risks, customer commitments, and escalation outcomes in the appropriate system.
4. Data Hygiene, Product Support & Continuous Improvement
• Proactively maintain customer account and contact records, including names, titles, departments, email addresses, and mailing-list preferences.
• Guide customers through basic troubleshooting, website navigation, and product/service selection within role capability; escalate when specialized support is required.
• Attend product, process, EDGE, and customer-experience training; participate actively in role plays, coaching, and KPI reviews.
• Apply coaching feedback, share useful customer insights, and recommend process improvements that improve consistency, speed, customer value, or revenue protection.
• Support onboarding and knowledge transfer for new team members when requested.
Benefits
• Generous Paid Time Off (PTO) Program: Up to 17 PTO days per year are provided for scheduled (vacation, personal, routine medical appointments) and unscheduled (sick, emergency) absences. PTO accrual increases with increasing tenure at Travers.
• Paid Holidays: 7 paid national holidays annually.
• Health Insurance: Comprehensive private health insurance is available, including medical, dental, and vision. You are eligible to participate on the first of the month after your hire date.
• Life and Disability Insurance: Company-paid life insurance, company-paid disability insurance, and optional supplemental life insurance.
• Flexible Spending Account: Pre-tax funds can be set aside from your paycheck to use to pay for qualified healthcare costs.
• Health Emergency Bank: After 7 years of tenure with Travers, employees can bank excess PTO hours to cover serious health issues or time out for disability.
• Retirement Plan: Contribute pre-tax (401K) and/or post-tax (Roth IRA) dollars to fund your retirement. You are eligible to participate in the retirement plan six months after your start date. Travers matches 50% of employee deferrals, up to 4% of employee compensation.
• Tuition Reimbursement Program: Educational assistance to help our employees develop professionally.
• LifeCare / LifeMart: For employees and their household members: access to resources, referrals and discounts for all aspects of life, and access to an Employee Assistance Program for counseling.