Customer Experience Specialist

Customer Service Representative
Founded in Cleveland, OH during the resilient years following the Great Depression, NSA has been the guardian of American workers since day one. Our founder, Wally Grossman, dedicated his life to one mission: ensuring that every worker returned home safely at the end of the day. We’ve never lost sight of his mission. Today, NSA is America’s Safety Choice. That’s because NSA owns and operates 11 USA manufacturing plants, employs more than 1,000 American workers, and hasn’t waivered from its mission since day one. We make the best safety apparel for the American worker. Period. When you choose NSA, you’re joining a generational legacy of safety and American craftsmanship.

Position Overview
We are looking to add to our team of customer excellence at our NSA/NASCO location in Washington, IN. As a Customer Experience Specialist, you will be responsible for delivering a best-in-class, customer‑centric experience with every customer interaction across every channel. You will provide quotes, process orders, and answer customer questions.

Essential Job Functions

Deliver a best-in-class, customer‑centric experience with every customer interaction across every channel (calls, emails, chat, text).

Communicate clearly and professionally in both verbal and written formats.

Demonstrate a positive, empathetic, and professional demeanor toward all customers and colleagues.

Maintain ownership of all incidents through full resolution, ensuring a one‑touch experience whenever possible.

Accurately process orders, general inquiries, and other requests using ERP and CRM systems. Perform daily invoicing.

Follow all established workflows and work instructions to ensure consistency and compliance.

Meet or exceed Customer Experience performance metrics, including response time, quality, and order accuracy.

Partner with Sales, Supply Chain, Production, and Quality to resolve customer inquiries and deliver seamless service.

Communicate clearly and professionally with internal teams to ensure customer needs are met in full and on time.

Escalate complex or unresolved cases promptly to the manager for support.

Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to our customers.

Understand and effectively use applicable technology as required by the business, including ERP, Spiro, Microsoft Outlook, Excel, Word, and Sharepoint.

Up‑sell and cross‑sell products, offering alternatives to customers when appropriate.

Accurately process RMA requests, credits, replacements and warranty claims in NetSuite and CRM systems according to company policy.

Validate claim details, including original order, shipment, and inspection records to ensure complete and accurate resolution.

Non‑Essential Job Functions

Other duties as assigned

Training
On the job

Qualifications
Education & Certifications: High school diploma or equivalent through Associate’s Degree or higher preferred, but not required.

Experience: 1–3+ year(s) customer service experience preferred; intermediate or higher skill level in Microsoft Outlook, Excel, and Word; experience in business software – ERP, order entry software, CRM.

Key Competencies

Performs well in fast‑paced, high‑pressure environments; adaptable and tech‑savvy.

Strong communicator and problem‑solver with excellent listening skills.

Organized, detail‑oriented, and effective at managing time.

Reliable, team‑oriented, coachable, and customer‑focused.

This position requires long periods of sitting or standing at an individual workstation and heavy computer work.

Working Conditions
Daily work in a temperature‑controlled office environment. Heavy computer work, must be able to stand/sit for the duration of the workday.

EEO Statement
National Safety Apparel provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation or any other protected group status as defined by law.

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