Customer Experience Representative

With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Ascentek provides an environment where you can love what you do and be your best every day.

What you will enjoy by being a part of a 2024 USA Great Place to Work certified company:

A position that is: Salary, Full time, Mon-Fri

• Medical Plan options, including fertility coverage and free mental health and telehealth coverage
• Dental and Vision Insurance
• FSA/HSA options
• Paid parental leave
• Company-provided short-term disability, long-term disability, and life insurance
• Supplemental Insurances, including accident, critical illness, hospital, and supplemental life insurance
• 401(k) with a generous company match
• Pet Insurance Benefits
• Tuition reimbursement
• 21 Paid Days Off
• 7 Paid Holidays

• Short-term Incentive Plan (STIP), ask your Talent Partner for details
• Dress For Your Day (casual dress environment)
• Work Your Way (hybrid work) - Three days on site with anchor day on Wednesdays
• Paid comprehensive on-the-job training
• Company computer provided
• Career advancement opportunities

HOW YOU WILL CONTRIBUTE TO OUR TEAM(Overview & Key Responsibilities):

As a Customer Experience Representative, you play a key role in delivering on our customer promise to provide service beyond expectations by building relationships with our valued customers, actively managing customer orders and requests, and partnering with our sales teammates to achieve growth initiatives.

• Accurately enter and maintain customer orders and returns in JDE.
• Provide customer support through our email orders inbox, phone queue and direct customer calls/emails.
• Collaboratively troubleshoot delivery issues, backorders, sample requests, invoice inquiries, pricing, credits, product availability and use of our website
• Partner closely with assigned sales representatives to efficiently manage customer account information, pricing, orders, returns, billing and credits, product availability.
• Maintain accurate customer account information, including but not limited to, order notifications, address, routing information, delivery contacts and payment and freight terms.
• Have an in depth understanding of our company structure and personnel to accurately connect customers and sales reps to the correct department or division.
• Learn and maintain product and service knowledge of Ascentek offerings.
• Knowledge and understanding of Ascentek systems, including but not limited to: JDE, Salesforce, eCommerce, ICE, SPS, DocLink, Microsoft Teams, Outlook, Excel & Word and Smartsheet

Education:

• High School Diploma

Knowledge, Skills, and Abilities:

• Detail oriented and organized.
• Excellent verbal and written communication skills.
• Ability to maintain calm and stay organized while constantly re-prioritizing a multitude of tasks and requests.
• Intermediate mathematical and problem-solving abilities and computer literacy.
• Comprehensive understanding of Ascentek systems, including but not limited to: JDE, Salesforce, eCommerce, ICE, SPS, DocLink, Microsoft Teams, Outlook, Excel & Word and Smartsheet
• Ability to provide customer, sales rep and account support and troubleshoot issues through email orders inbox, direct email, phone queues and direct calls with little to no assistance from others.
• Elevates technical or complex issues to level III, lead or supervisor.
• Capable of upselling, product cross references, and add-ons with some assistance.
• 2-5 years of experience as a Customer Experience Representative I.

Education:

• Bachelor or Associate Degree

Experience and/or Training:

• Prior customer service, customer care, customer experience or support specialist experience

Knowledge, Skills, and Abilities:

• Experience with customer relationship management tools, such as JDE and Salesforce
• Lubricant, chemical, and equipment sales, installation & maintenance knowledge, or experience

Physical demands: sitting, standing, typing/writing, repetitive motion, extensive screen usage (8+ hours/day) and wearing a headset or holding a phone.

Mental Demands: Comprehend and follow instructions, perform assigned, complex, and varied tasks, maintain an appropriate work pace, relate to others, influence people, make decisions, problem solve, plan, interact with public and coworkers in written and oral form while using one or more computer applications.

Environmental demands: Working in an office setting, potential for various noise and vibration.

The anticipated hiring range for the role you are applying for is between $17.62 and $24.85 hourly. This anticipated hiring range is based on several factors, and subject to increase based on the below:

1. Experience and qualifications: The depth of relevant experience and specific skills you bring to the position.
2. Education and certifications: Any additional qualifications that enhance your ability to succeed in the role.
3. Market and industry benchmarks: We compare compensation packages with industry standards to ensure we are competitive.
4. Internal equity: We strive to maintain pay equity across the organization to ensure fairness for all teammates performing similar work.

Ascentek is an Equal Employment Opportunity/Affirmative Action Employer. Qualified applicants including women, minorities, veterans, and individuals with disabilities are encouraged to apply.