Customer Experience Representative

Abrasive Technology, Ltd.; Lewis Center (OH); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company paid life insurance

401k with company match

Quarterly incentive bonuses

Paid time off

Paid holidays

Paid facility shutdown in December

Job summary

Abrasive Technology, Ltd. in Lewis Center, OH is seeking a high-energy, customer-focused professional to join our customer service team. The role emphasizes building strong relationships, guiding customers, and acting as a bridge to internal teams.

You will work with CRM and ERP tools, respond quickly, and support order processing and RMA cycles. We value teamwork, problem solving, and clear communication as you collaborate with engineering and operations to deliver proactive, customer-centric

Qualifications

• At least 3–5 years of high-level customer service experience.
• Experience with Microsoft Office (Word, Excel, Outlook).
• Microsoft Business Dynamics or Business Central experience.
• Able to problem-solve and communicate effectively.

Responsibilities

• Grow and partner with existing and new customers to build relationships.
• Become a subject matter expert to answer questions and provide guidance on our products.
• Help customers identify solutions and implement actions for change.
• Utilize CRM and Business Dynamics ERP to enhance customer communication.
• Own, investigate, and solve customer challenges.
• Address ongoing customer issues and respond to customer questions within one hour.
• Collaborate with engineering and technical teams regularly.
• Ensure that the customer relationship is maintained to ensure total satisfaction.
• Bring ideas on how to optimize individual projects from inception to completion.
• Partner Aero Ops to provide regular updates to customers on production status
• Maintain Customer WHIP tracker and interact with customer portals
• Provide backup support for booking transit for parts shipments and provide BOL information.

Skills

Customer service

CRM software

Microsoft Office

Communication skills

Teamwork

Problem solving

Education

High School Diploma or equivalent

Tools

Microsoft Dynamics/Business Central

MS Excel

Job description

We are looking for a high energy, customer centric person to join our customer service team. The ideal candidate will have proven customer service experience, with a hands-on approach to investigate customer solutions while working with a diverse group of internal and external customers. They must be comfortable working with a diverse customer base that moves, defends, and shapes the world.

Duties and responsibilities:

• Grow and partner with existing and new customers to build relationships.
• Become a subject matter expert to answer questions and provide guidance on our products.
• Help customers identify solutions and implement actions for change.
• Utilize CRM and Business Dynamics ERP to enhance customer communication.
• Key sales partner as a customer advocate through the sales process – RFQ, order, order tracking, and customer returns.
• Own, investigate, and solve customer challenges.
• Address ongoing customer issues and respond to customer questions within one hour.
• Provide customer consierge experience
• Collaborate with engineering and technical teams regularly.
• Ensure that the customer relationship is maintained to ensure total satisfaction.
• Bring ideas on how to optimize individual projects from inception to completion.
• Partner Aero Ops to provide regular updates to customers on production status
• Maintain Customer WHIP tracker and interact with customer portals
• Provide backup support for booking transit for parts shipments and provide bill of lading (BOL) information.
• Follow all company safety policies and practices.
• Other duties and projects assigned.

Required qualifications:

• At least 3-5 years of high-level customer service experience.
• High School Diploma or equivalent.
• Experience with Microsoft Office (Word, Excel, Outlook).
• Microsoft Business Dynamics or Business Central experience.
• Ability to problem-solve.
• Highly effective verbal and written communication skills.
• Strong teamwork and collaboration skills.

Desired qualifications:

• Bilingual is a plus.
• Prior experience working in a manufacturing environment.

Physical requirements:

• Sit up to 8+ hours a day.
• Willingness to work around chemicals and use appropriate PPE.

Abrasive Technology is a world-leading innovator in the development and manufacturing of super abrasive grinding wheels and tools with locations around the globe. Our products shape the world around us every day – providing grinding, cutting, drilling, and polishing solutions for a wide variety of industrial materials. If you are driven by excellence and seek a different way of thinking, we would love to talk about how you may fit into our culture!

Abrasive Technology offers associates:

• Medical, dental, and vision insurance,
• Company paid life insurance, short-term disability, and long-term disability,
• Company matched 401k plan,
• Quarterly incentive bonuses,
• Paid time off,
• Paid holidays, and
• Paid facility shutdown in December.

Access to our facility (and, therefore, employment) is restricted under the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR) to U.S. Citizens, lawful permanent residents of the United States and properly licensed foreign persons. Applicants receiving a conditional offer of employment will be required to provide information to determine whether they are subject to these regulations and, if so, to assess their country of chargeability for export control purposes.

Abrasive Technology is a substance and drug free workplace. All offers of employment are contingent on successfully passing a pre-employment drug screening and criminal background check.

For aerospace-related positions, drug testing is conducted in accordance with the Federal Aviation Administration (FAA) and Department of Transportation (DOT) guidelines. These guidelines require testing for the presence of marijuana, cocaine, opiates, phencyclidine (PCP), and amphetamines.

Abrasive Technology is an Equal Opportunity/Affirmative Action Employer. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet.