Customer Experience Representative

Position Overview

The Customer Experience Representative (CER) provides high-quality professional service to our most important partners, our customers. The CER will ensure our customers' needs are met throughout all stages of the customer experience, including order entry management, quoting, product and pricing inquiries, and issue resolution. This role collaborates with Sales, Technical Support, and Operations to ensure a seamless customer experience aligned with Triad’s service standards. This is a full-time position, M–F, 8:00 am – 5:00 pm, based out of our Vandalia, OH or Maumee, OH Branch.

• Serves as the customer advocate by managing the full lifecycle—from initial interaction through ongoing support—ensuring a seamless, high-touch experience that drives satisfaction, loyalty, and long-term retention.
• Owns the customer relationship by providing consistent communication, follow-through, and a proactive approach to understanding and meeting customer needs.
• Responds promptly to incoming phone calls, emails, live chats, and other communication channels, ensuring timely and accurate support.
• Accurately processes customer orders, quotes, returns, and credit requests, adhering to Triad guidelines and customer-specific requirements.
• Provides product information, availability, and pricing support using P21 and Zendesk.
• Partners with Sales, Technical Support, and Operations to ensure seamless service and effective order fulfillment, keeping customer satisfaction at the forefront.
• Monitors and manages order status, proactively communicating delays, updates, or changes to customers professionally and transparently.
• Handles and resolves customer concerns and complaints, escalating issues to the appropriate internal resources when necessary.
• Maintains accurate and organized records of all customer interactions in P21 and Zendesk, following documentation standards.
• Builds and maintains strong, trust-based relationships with customer contacts through frequent, solution-oriented communication and attentive service.
• Collaborates with team members to strengthen feedback loops between customers and internal teams, driving continuous improvements in customer experience, processes, and workflows.
• Stays informed on product offerings, processes, and Triad policies to ensure accurate and up-to-date information is provided to customers.
• Participates in team meetings, training sessions, and continuous improvement initiatives to enhance customer service processes and individual skill development.
• Other duties as assigned.

Skills & Experience

• High school diploma or equivalent required; Associate’s degree preferred.
• 2 years of customer service experience in a distribution, industrial, or B2B environment preferred.
• Experience managing key or high-touch accounts is preferred.
• Exceptional communication skills, including a polished and professional phone presence and clear, concise, and courteous written communication for email and live chat correspondence.
• Excellent organizational skills with the ability to manage multiple priorities, multitask effectively, and adapt to shifting demands in a fast-paced environment.
• Proficient in Microsoft Office (Outlook, Excel, Word).
• Experience with ERP and business communication systems; familiarity with P21 and Zendesk is preferred.
• Ability to quickly learn and retain knowledge of product lines, services, and internal processes.
• Positive, team-oriented attitude with a strong commitment to delivering exceptional service to both external and internal customers.