Customer Experience Representative

Castle Metals; Bedford Heights (OH); On-site; USD 30,000 - 33,000; Full time

Job summary

A. M. Castle & Co.

is seeking a Customer Experience Representative to coordinate with Inside Sales, Regional Sales Managers and Operations, handling non-sales customer interactions, order tracking, and communication. You will resolve issues, process credits and returns, manage customer accounts, and escalate as needed, ensuring timely responses and high satisfaction. This role requires a Bachelor’s degree or equivalent, strong communication, system proficiency, and meticulous data handling in

Qualifications

• Bachelor's degree or equivalent years of experience.
• Strong communication skills.
• Customer service: handle inquiries, resolve issues professionally.
• ERP/CRM/order management systems proficiency and accurate data handling.

Responsibilities

• Generate accurate and timely quotes for contractual customers based on agreement terms and SLAs.
• Retrieve, manage, and send mill test reports (MTRs) and certifications while keeping records organized.
• Handle credit requests and product returns in collaboration with finance for refunds/replacements.
• Set up new customers and subcontractors in the system, maintain ship/bill data, update contacts.
• Serve as the first point of contact for order inquiries, providing status, proofs of delivery, and shipment updates.
• Coordinate with Inside Sales, Regional Sales Managers, and Operations to ensure seamless order fulfillment.

Skills

Strong communication

Customer service

Systems knowledge

Detail oriented

Education

Bachelor's degree or equivalent

Job description

Description

A. M. Castle & Co. has over 135 years of experience as a leader in the metals service center industry. We provide exceptional benefits including but not limited to medical, dental, vision, 401K match, disability benefits and tuition reimbursement.

PURPOSE:

The Customer Experience Representative coordinates with and supports our Inside Sales, Regional Sales Managers and Operations by handling non-sales customer interactions. This role will influence order tracking and customer communication processes as well as credit and return request handling. Critical to this role is efficient and timely responses to customer inquiries and efficient resolution of issues. The Customer Experience Representation will work efficiently to handle and resolve customer inquiries and ensure a high degree of customer satisfaction based on ratings and feedback from customers.

Compensation: $22 - $24/hr + incentive eligible

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Contractual Admin & Quotation -Generate accurate and timely quotes for contractual customers based on agreement terms and maintain SLAs
• Mill Reports & Certifications- Retrieve, manage, and send mill test reports (MTRs) and certifications while maintaining organized records
• Credit & Returns Processing- Handle credit requests and product returns, working closely with finance to process refunds and replacements
• Customer & Subcontractor Account Management- Set up new customers and subcontractors in the system, maintain ship/bill information, and update contact details
• Customer Communication & Issue Escalation- Act as the first point of contact for order-related inquiries, including order status, proof of delivery, and shipment updates.
• Cross-Functional Coordination- Work with Inside Sales, Regional Sales Managers, and Operations to ensure seamless order fulfillment and customer satisfaction as needed.

Required Qualifications:

• Bachelor's Degree or equivalent years of experience
• Strong Communication Skills
• Customer Service- Ability to handle customer inquiries, resolve issues efficiently, and maintain a professional approach.
• Systems Knowledge - Proficiency in ERP, CRM, and order management systems to ensure accurate data handling
• Detail-Oriented- Strong focus on accuracy in quotes, contracts, and account management.

We are an Equal Opportunity Employer

Company Overview:

Founded in 1890, A. M. Castle & Co. is a global distributor of specialty metal and plastic products and supply chain services, principally serving the producer durable equipment, oil and gas, commercial aircraft, heavy equipment, industrial goods, construction equipment, retail, marine and automotive sectors of the global economy. Its customer base includes many Fortune 500 companies as well as thousands of medium and smaller-sized firms spread across a variety of industries. Within its metals business, it specializes in the distribution of alloy and stainless steels; nickel alloys; aluminum and carbon. Together, Castle operates service centers located throughout North America, Europe and Asia.