Customer Experience & Order Support Specialist

A. M. Castle & Co.; Bedford Heights (OH); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K match

Tuition reimbursement

Disability benefits

Job summary

A. M. Castle & Co. in Bedford Heights, Ohio, is seeking a Customer Experience Representative to coordinate with Inside Sales, Regional Sales Managers, and Operations.

You will handle non-sales inquiries, track orders, manage credits and returns, and ensure timely responses. The role requires a Bachelor's or equivalent experience, strong communication, and proficiency with ERP/CRM systems. The position offers hourly pay of $22–$24 plus incentive eligibility and comprehensive benefits for a

Qualifications

• Bachelor’s degree or equivalent years of experience.
• Strong communication skills with the ability to handle inquiries professionally.
• Customer service skills to resolve issues efficiently and maintain professionalism.
• Proficiency in ERP/CRM and order management systems to ensure accurate data handling.
• Attention to detail in quotes, contracts, and account management.

Responsibilities

• Generate accurate and timely quotes for contractual customers based on terms and SLAs.
• Retrieve, manage, and send mill test reports (MTRs) and certifications and maintain records.
• Handle credit requests and product returns; coordinate with finance for refunds/replacements.
• Set up new customers and subcontractors in the system; maintain ship/bill information and contact details.
• Be the first point of contact for order-related inquiries, including status, proofs of delivery, and shipment updates.
• Coordinate with Inside Sales, Regional Sales Managers, and Operations to ensure seamless order fulfillment.

Skills

Strong Communication Skills

Customer Service

Systems Knowledge

Detail-Oriented

Education

Bachelor’s Degree or equivalent years of experience

Tools

ERP

CRM

Order Management Systems

Job description

A. M. Castle & Co. in Bedford Heights, Ohio, is seeking a Customer Experience Representative to coordinate with Inside Sales, Regional Sales Managers, and Operations.

You will handle non-sales inquiries, track orders, manage credits and returns, and ensure timely responses. The role requires a Bachelor's or equivalent experience, strong communication, and proficiency with ERP/CRM systems. The position offers hourly pay of $22–$24 plus incentive eligibility and comprehensive benefits for a