Customer Experience Representative

Superior Essex; Fort Wayne (IN); On-site; USD 42,000 - 54,000; Full time

Job summary

Superior Essex is seeking a Customer Experience Representative to support the sales organization from quote through order fulfillment and post-sale support. You will partner with sales, operations, and customers to ensure accuracy, responsiveness, and a superior customer experience.

Key responsibilities include reviewing orders, entering sales orders in the QAD ERP system, preparing quotes, and resolving issues.

Qualifications

• Bachelor’s or associate degree or commensurate experience; new graduates welcome.
• Strong attention to detail and accuracy.
• Clear and professional written and verbal communication skills.
• Customer-focused mindset with a desire to deliver positive outcomes.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with ERP systems, Salesforce, and Microsoft Office.
• Strong problem-solving skills with ownership and accountability.

Responsibilities

• Review customer purchase orders for accuracy and alignment with quotes.
• Enter and manage sales orders in the QAD ERP system.
• Create, update, and deliver customer quotes promptly.
• Support sales teams with pricing, orders, and product inquiries.
• Provide customers with timely quotes and order status updates.
• Investigate and resolve order issues and service concerns.
• Initiate returns and credits following company procedures.
• Take ownership of customer issues through to resolution.
• Assist with certification and compliance documentation.
• Ensure documentation is completed accurately and maintained.
• Perform quality reviews of quotes and orders to ensure accuracy.
• Identify recurring issues and propose workflow improvements.
• Maintain and update Standard Operating Procedures (SOPs).
• Contribute ideas to improve workflows, tools, and customer experience.

Skills

Attention to detail

Communication skills

Customer-focused mindset

Multitasking

ERP systems

Salesforce

Microsoft Office

Problem-solving

Education

Bachelor’s or Associate degree or commensurate experience

Tools

QAD ERP

Microsoft Office

Job description

Customer Experience Representative-10608

External Description

ESSENTIAL PURPOSE OF THIS POSITION:

Under the general direction ofthe Director of Customer Experience,support the sales organization and ensure every customer interaction isaccurate, responsive, and consistent.Build ownership of the customer experience from quote through order fulfillment and post-sale support.Partner closely with sales, operations, and customers to improve accuracy, proactively resolve issues, and support continuous process improvement across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Review customer purchase orders to ensure accuracy, completeness, and alignment with approved quotes.
• Prepare, enter, and manage sales orders within the QAD ERP system.
• Create, update, and deliver customer quotesin a timely manner.
• Support inside and outside sales teams with pricing, order, and product-related inquiries.
• Provide customers withtimelyquotesand order status updates.
• Investigate and resolve order issues, discrepancies, and service concerns.
• Initiate returns and creditsin accordance withcompany procedures.
• Take ownership of customer issues and follow them through to resolution.
• Assistwith customer certification and compliance documentation.
• Ensure required documentation is completed accurately and maintained appropriately.
• Perform quality reviews of quotes and sales orders to ensure consistency and accuracy.
• Identifyrecurring issues and opportunities to prevent errors before they occur.
• Maintain and update Standard Operating Procedures (SOPs).
• Contribute ideas to improve workflows, tools, andoverallcustomer experience.

Knowledge, Skills, and Abilities Required

• Strong attention to detail and commitment to accuracy
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and organizational skills.
• Ability to collaborate effectively across departments.
• Proficiencywith ERP systems and Microsoft Office applicationspreferred.

SCOPE OF DUTIES AND RESPONSIBILITIES:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) willbe requiredto follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essentialjobfunctions and requirements and are subject topossible modificationtoreasonably accommodateindividuals with disabilities. To perform this job successfully, the incumbent(s) willpossessthe skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Requirements

Required Skills and Qualifications

• Bachelor’s degree or associate degree or commensurate experience preferred, new graduates encouraged to apply
• Strong attention to detail and commitment to accuracy
• Clear and professional written and verbal communication skills
• Customer-focused mindset with a desire to deliver positive outcomes
• Ability to manage multiple priorities in a fast-paced environment
• Comfort learning ERP systems, Salesforce, and Microsoft Office applications
• Strong problem-solving skills with a sense of ownership and accountability

Preferred Skills and Experience

• Internship or experience in customer service, sales support, or operations
• Interest in manufacturing, industrial products, or supply chain environments

Familiarity with process documentation or continuous improvement concepts

EEO is the Law