Customer Experience Representative

Crypton Fabric; Bloomfield Hills (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

401(k) Plan with company match

Medical, Dental and Vision plans

Short-Term and Long-Term Disability

Job summary

Crypton Fabric is seeking a Customer Experience Specialist in Bloomfield Hills, MI. This role ensures world-class customer service while managing key accounts effectively.

The ideal candidate has 3-4 years of experience, outstanding communication skills, and a positive attitude in a fast-paced environment. Benefits include competitive salary, 401(k) with company match, and medical plans.

Qualifications

• 3-4 years of client experience required.
• Excellent written and verbal communication skills.
• High degree of competence with Microsoft Office products.

Responsibilities

• Serve as the dedicated liaison between the company and key accounts.
• Provide prompt support and communication related to orders.
• Coordinate with departments to ensure client orders are processed accurately.

Skills

Client experience

Communication skills

Microsoft Outlook

Multitasking

Organizational skills

Education

Bachelor’s degree in a related field

Tools

Microsoft Dynamics

Microsoft Teams

Microsoft Excel

Job description

With a philosophy focused on thoughtfulness through performance and sustainability, Crypton is committed to fabric innovation and is widely considered the benchmark for indoor performance upholstery. What does that mean exactly? It means that our fabrics are part magic and part fabric. We create beautiful fabrics that are soft and luxurious as well as permanently stain and odor resistant, making them easy to clean! An elegant blend of design and technology capabilities allows Crypton to offer an intelligent, integrated family of high-performance upholstery textiles for contract spaces and for the home. We are lucky to be able to create a product that plays such an important part of someone’s home or experience with a space.

Since its 1993 launch, the firm’s flagship product, Crypton Fabric, revolutionized the use of woven fabrics that are permanently stain and odor resistant in the healthcare, hospitality, government, education and contract design segments. You can find our contract grade fabric at your favorite national coffee brand (Starbucks), hotels all over the world (Marriott) and more. Crypton Home® is a leader in the residential markets and is proudly offered by hundreds of national retailers. You can find our residential fabrics at brands like Arhaus, CB2 and more.

Steadfast in its support of the American textile industry, Crypton is headquartered in Bloomfield Hills, Michigan and has facilities in North Carolina with research and development in Kings Mountain, weaving at The Crypton Mills at Broad River in Cliffside and a trade-only showroom in High Point. Crypton products are sustainably made and third-party GREENGUARD Gold certified.

Want to learn more about the magic? Visit: crypton.com and follow us on social @cryptonfabric

Position Summary

We are in search of a Customer Experience Specialist to join our team in Bloomfield Hills, MI. This role serves as the primary contact for assigned accounts and ensures that their needs are met, while providing world class customer service to our Crypton customers. The specialist will maintain a high level of execution, enthusiasm and service while collaborating closely with internal departments such as production, logistics, planning and sales teams to manage the entire order process from start to finish, ensuring that the Crypton customer experience is best in class.

Key Responsibilities

• Serve as the dedicated liaison between the company and key accounts by developing and maintaining strong long‑lasting relationships and ensuring their needs are understood and addressed in a timely manner.
• Provide prompt and effective support and communication related to product orders, delivery schedules, and service inquiries.
• Coordinate with internal departments to ensure that client orders are processed accurately and delivered on time.
• Address client concerns or complaints promptly and efficiently, working with relevant teams to ensure successful resolution and continuous satisfaction.
• Maintain accurate records of client interactions and transactions within the company’s Microsoft Dynamic ERP system, ensuring all information is up to date and accessible to the team.
• Stay informed about industry trends and innovations to better service client needs and provide valuable insights.
• Work closely with sales and marketing teams to ensure the company delivers high‑quality service and meets all client requirements.
• Learn Crypton’s part numbers and products to be able to assist customers with inquiries and new opportunities.
• Contribute strategies to retain and support existing clients based on their feedback and needs.

Required Qualifications and Skills

• 3-4 years of client experience required.
• Excellent written and verbal communication skills.
• High degree of competence with Microsoft Outlook, Teams, OneDrive, Word and Excel.
• Must be able to multitask and demonstrate resourcefulness.
• Outstanding organizational skills.
• A stable work history and a desire to learn and be part of a growing team.
• Must be able to work in a fast‑paced entrepreneurial environment with a positive attitude.

Preferred or Desirable Qualifications and Skills

• Experience with Microsoft Dynamics, a plus.
• Experience within the textile industry, a plus.
• Open and excited to learn or implement new apps and technology platforms relevant to the position.
• 2‑ or 4‑year bachelor’s degree in a related field is preferred but not required.

Benefits Offered

• Salary and benefits are competitive with the current market.
• 401(k) Plan with company match.
• Medical, Dental and Vision plans, along with company‑sponsored Basic Life & AD&DD Insurance, Short‑Term and Long‑Term Disability.