Customer Experience Representative

Midland Scientific Inc; Davenport (IA); On-site; USD 57,308,000 - 71,635,000; Full time

Job summary

Midland Scientific Inc in Davenport, IA seeks a Customer Experience Representative to deliver exceptional service across channels. This in-person role operates Monday to Friday, 8:30-5, with an hourly starting rate of $20-25 and total rewards up to $46,000-$58,000 annually.

You will be the voice of the brand, handling inquiries, processing orders in the ERP, and collaborating with teams to satisfy customers.

Qualifications

• High school diploma or equivalent; Bachelor's degree preferred.
• 1–3 years Customer Service experience required.
• Laboratory product knowledge is a plus.
• Proficient in Microsoft Office and internet research; adaptable to new systems.

Responsibilities

• Serve as the first point of contact for customers via phone and email.
• Resolve customer inquiries, issues, and complaints promptly and professionally.
• Enter customer orders into the ERP system.
• Provide accurate information about products, services, policies, and procedures.
• Collaborate with internal teams to meet customer needs.
• Document customer interactions and feedback to improve processes and products.
• Identify opportunities to enhance the customer experience and suggest improvements.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Provide exceptional customer service and use knowledge and collaboration to improve the customer experience.
• Perform other duties as assigned.

Skills

Active Listening

Analytical Skills

Communication, Oral

Communication, Written

Conflict Resolution

Customer Orientation

Detail Orientation

Organized

Problem Solving

Time Management

Working Under Pressure

Self-Motivated

Relationship Building

Energetic

Friendly

Education

High school diploma or equivalent

Bachelor's Degree in a Science or Communications field preferred

Tools

Microsoft Office

ERP systems

Job description

Description

Position Summary:

As a Customer Experience Representative, you will be the voice of our brand, responsible for delivering exceptional service and support to our customers across various channels. You'll play a key role in ensuring customer satisfaction, loyalty, and advocacy.

This is a fully in-person position with typical office hours (8:30-5) M-F.

Hourly starting rate of $20-25 with total rewards package totaling up to $46,000 - $58,000 annually.

Essential Functions:

• Serve as the first point of contact for customer via phone & email.
• Resolve customer inquiries, issues, and complaints promptly and professionally.
• Enter customer orders into the ERP system
• Provide accurate information about products, services, policies, and procedures
• Collaborate with internal teams to ensure customer needs are met effectively.
• Document customer interactions and feedback to help improve processes and products.
• Identify opportunities to enhance the customer experience and suggest improvements.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Provide exceptional customer service. Utilize knowledge, experience, & collaboration with others to improve the overall customer experience.
• Perform other duties as assigned.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

Position Qualifications:

• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Conflict Resolution - Ability to deal with others in an antagonistic situation.
• Customer Orientation - Ability to take care of the customers; needs while following company procedures.
• Detail Orientation - Ability to pay attention to the minute details of a project or task.
• Energetic - Ability to work at a sustained pace and produce quality work.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to identify alternative solutions to a problem and to select the best option; the ability to identify the system component that is causing the error, as well as the options available for resolving it and completing the task.
• Relationship Building - Ability to effectively build relationships with customers and coworkers.
• Self-Motivated - Ability to work independently to stay focused and complete the task.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Education & Experience

Education:

High school diploma or equivalent. Bachelor's Degree in a Science or Communications field preferred.

Experience:

One to three years Customer Service experience preferred. Laboratory product knowledge is a plus.

Computer Skills:

Must be proficient in Microsoft Office, know how to use the internet for research, as well as adapt easily to new systems.

Physical Requirement:

Sit 75% of the workday; Use computer keyboard, 10 key, and other office equipment

Work Environment:

Office environment in a controlled atmosphere building. Occasionally will perform duties in a connected warehouse that is heated during the winter months and opened to outside air during the summer months.