Customer Experience Representative →

Finishers Depot; Baytown (TX); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Finishers Depot is hiring a Customer Experience Representative in Baytown to support sales and operations with quotes, orders, and CRM data. You will manage calls, educate customers on products, and help resolve issues to ensure a high-quality customer experience.

The role emphasizes proactive communication, stock monitoring, and collaboration with cross-functional teams to maintain strong customer relations and drive repeat business.

Qualifications

• 2-3 years of customer service experience in a B2B and/or industrial distribution environment
• Self-starter with problem-solving and organizational skills
• Strong time management and initiative to exceed account expectations

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.
• 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.
• Escalate any customer issues to the proper department.
• Problem solving and strategies for improvement in service issues.
• Direct routine sales conversations to Technical Specialist or Biz Dev TEAM as needed.
• Continue improving Level I product and technical knowledge.
• Follow Customer Experience framework to achieve consistent results.

Skills

Customer service

B2B experience

Industrial distribution knowledge

Tools

CRM

Job description

Careers | Customer Experience Representative

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 experience s . 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 customersin a timely manner
• Monitor stock levels to facilitate effective handling of customer orders.
• Educate customers on FD product offerings and services.
• Appropriately identify and escal 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.