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Careers | Customer Experience Representative

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Regional Locations: Corporate Office – Baytown 
Full Time, Non-Exempt, Remote Work Qualified

General Summary

The Customer Experience TEAM monitors and contributes to sales and operational activities that impact our accounts experiences.  This job is divided into these categories: 

  • Sales & Operations Administration such as order entry, CRM administration, project tracking, sales order tracking, credits & returns, agreement administration, routine RFQ, etc.      

  • Maintain & grow existing business through outbound calls, order history analysis, suggestive/add-on selling, etc.  

  • Case Resolution such as tracking service issues, providing prompt resolutions, and participating in strategies to improve customer experience. 

 Responsibilities

      • Create customer quotes, process sales orders and handle payments accurately and efficiently to ensure a seamless transaction.
      • Accurately record and maintain customer contact information and details into the CRM. 
      • Build and maintain strong customer relationships on behalf of the company. 
      • Handle inbound calls and initiate outbound calls as necessary.
      • Consistently follow up on commitments made to customers in a timely manner
      • Monitor stock levels to  facilitate effective handling of customer orders. 
      • Educate customers on FD product offerings and services.
      • Appropriately identify and escalate any customer issues as they arise to the proper department. 
      • Problem solving and strategizing on service issues & strategies for improvement.  
      • Handling  routine sales conversations and directing specific sales or technical sales questions to Technical Specialist or Biz Dev TEAM.  
      • Ongoing commitment to improve Level I product & technical knowledge
      • Faithfully following Customer Experience framework to achieve consistent results! 

 Job Specifications

    • Minimum 2-3 years Customer Service experience in a B2B and/or industrial distribution environment 

    • Self-starter, task & process driven with an enterprising attitude 

    • Demonstrate a capacity for problem solving/analytical and organizational skills. 

    • Requires strong time management and initiative to exceed account expectations. 

    • Proactive nature with determination to deliver an unmatched experience for the customer. 

Working Conditions

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals and vibration; constant exposure to moving mechanical parts and work in high, risky conditions is common. There is exposure to outdoor weather conditions, such as extreme cold and extreme heat.  The noise level in the work environment can be loud.  


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