Customer Experience Representative
Essex Brownell, Fort Wayne, IN, United States
CXRs play a critical role in supporting the sales organization and ensuring that every customer interaction is accurate, responsive, and consistent. Rather than focusing solely on transactional work, this role is designed to build strong ownership of the customer experience from quote through order fulfillment and post‑sale support. CXRs partner closely with sales, operations, and customers to improve accuracy, proactively resolve issues, and help modernize how work gets done across the organization.
Sales Support
Review customer purchase orders to ensure accuracy, completeness, and alignment with quotes
Prepare, enter, and manage sales orders within the QAD ERP system
Create, update, and deliver customer quotes
Support inside and outside sales teams with pricing, order, and product‑related inquiries
Customer Solutions
Provide customers with timely quote and order status updates
Investigate and resolve order issues, discrepancies, and service concerns
Initiate returns and credits in accordance with company procedures
Take ownership of customer issues and follow them through to resolution
Assist with customer certification and compliance documentation
Ensure required documentation is completed accurately and maintained
Quality Review and Process Improvement
Perform quality reviews of quotes and sales orders to ensure consistency and accuracy
Identify recurring issues and opportunities to prevent errors before they occur
Maintain and update Standard Operating Procedures (SOPs)
Contribute ideas to improve workflows, tools, and the overall customer experience
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Sales Support
Review customer purchase orders to ensure accuracy, completeness, and alignment with quotes
Prepare, enter, and manage sales orders within the QAD ERP system
Create, update, and deliver customer quotes
Support inside and outside sales teams with pricing, order, and product‑related inquiries
Customer Solutions
Provide customers with timely quote and order status updates
Investigate and resolve order issues, discrepancies, and service concerns
Initiate returns and credits in accordance with company procedures
Take ownership of customer issues and follow them through to resolution
Assist with customer certification and compliance documentation
Ensure required documentation is completed accurately and maintained
Quality Review and Process Improvement
Perform quality reviews of quotes and sales orders to ensure consistency and accuracy
Identify recurring issues and opportunities to prevent errors before they occur
Maintain and update Standard Operating Procedures (SOPs)
Contribute ideas to improve workflows, tools, and the overall customer experience
#J-18808-Ljbffr