Customer Experience Rep (hybrid)
Description
Responsible for delivering exceptional customer experience to IV customers, serving as the
primary point of contact for all customer communications. Collaborate with internal departments
to address incoming inquiries and fulfill customer requests. Serve as a bridge between the sales
commercial team, and customers to foster relationship growth and maintenance. As a valued
team member at IV, the Customer Experience Representative plays a pivotal role in shaping the
company culture and contributing to overarching business strategies.
This position currently supports a hybrid work arrangement once the training period is completed. You must live within commuting distance from our Christiansburg, VA facility.
Essential Duties and Responsibilities
- Communicate, coordinate, and delegate effectively with other departments including logistics, manufacturing, custom product development, and accounting to get orders and quotes completed in a timely manner.
- Coordinate with multi-step order processing with various types of orders including direct catalog orders, large distributor orders, and international orders. Assist in maintaining a positive customer relationship by providing a world-class customer experience.
- Identify additional growth opportunities and pass leads to Sales
- Manage customer relationships and provide a personalized experience.
- Establish, update, and maintain customer contact information in CRM software.
- Resolve customer errors and complaints in a timely manner through cross departmental collaboration.
- Participate in project teams dedicated to enhancing both customer experience and team processes.
- Respond to inquiries, process orders, and generate quotes over the phone, with a focus on upselling to customers.
- Oversee essential customer accounts to enhance customer relationships.
- Manage order through lifecycle.
- Follow up on unconverted stock quotes for direct customers to help achieve sales booking objectives.
- Other duties as assigned.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill
and/or ability required.
Required
- Minimum 2 years in a customer service position
- Team player with a positive “can-do” attitude
- Problem solver that can look for improvements in processes and standards
- Excellent interpersonal communication skills
- Professional phone and email etiquette
- Works with a sense of urgency to complete necessary tasks
- High attention to detail
- Organizational and time management skills
- Flexible and adaptable to change
- Able to remain calm in a fast-paced work environment
- Ability to work in a team environment and contribute at a high level toward individual, department and company goals
- Strong natural leadership skills and critical thinking skills
Preferred
- Associate's degree and/or 3+ years customer service experience
- Account management experience
- Sage Business Platform experience
- Inside sales experience
- Ability to speak a foreign language
Average salary estimate
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As a Customer Experience Representative at IV in Christiansburg, Virginia, you will be at the forefront of our mission to deliver exceptional customer service to our valued clients. In this hybrid role, you will serve as the primary point of contact for all customer communications, working closely with various internal departments such as logistics, manufacturing, and sales to ensure that every customer inquiry is addressed promptly and effectively. You'll be responsible for managing customer relationships, processing orders, and generating quotes, all while aiming to provide a world-class experience. You'll also play a vital role in fostering growth opportunities by identifying leads and enabling upselling. Your ability to maintain comprehensive customer records in our CRM and resolve issues swiftly will be crucial to your success. At IV, we believe that the Customer Experience Representative is integral not only to customer satisfaction but also to our overall company culture and strategy. If you have a minimum of two years in customer service and a positive, problem-solving attitude, we would love to have you join our team and thrive in this dynamic and rewarding environment!
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