Customer Experience Representative

SUMMARY

The Customer Experience Representatives help promote company awareness, establish and build strong client relationships with an assigned account base and provide assistance to field sales and internal personnel. The CER plays a critical role and has the primary responsibility review orders for accuracy, coordinate order entry activities and provide necessary information to various internal departments to ensure a premium customer experience.

RESPONSIBILITIES

• Promote services to new and existing assigned customers
• Responsible for providing assistance to field sales and internal personnel
• Handles day to day activities of assigned account list and serve as liaison between customer, quality, engineering and manufacturing departments
• Generates quotes, coordinates order entry and communicates order requirements to appropriate personnel
• Work to expedite orders to assure product is delivered on time for customers need
• Establish and build strong client relationships with category buyers that allow for sales increases and rapid resolution of customer issues to ensure a positive scorecard
• Performs customer service and account maintenance duties for customers including scorecard and portal management
• Review orders for accuracy, coordinate order entry activity, and provide necessary information to various internal departments and external customers and sales organizations
• Coordinate customer quote activity within the organization and maintain CRM database
• Prepare and present customer quotations and proposals either directly to customers or in conjunction with field sales representatives
• Monitor account activity, analyze overall account performance, and provide sales forecasts.
• Work with SVP of Sales, Marketing and Customer Experience Manager to analyze customer data to find the most efficient prospecting and sales methods
• Manage CRM and meet all requirements for effective data management
• Manage customer data within company systems including ERP & CRM systems

QUALIFICATIONS