Customer Experience Representative

DeKalb Health; Mentor (OH); On-site; USD 35,817 - 41,328; Full time

Job summary

Process Technology in Mentor/Willoughby area seeks a Customer Experience Representative to join the Sales Team. This full-time, hourly non-exempt role handles customer inquiries, order updates, and service needs while ensuring alignment with each customer\'s requirements. Requires a college-level business-related background?

Actually, a high school degree is listed, with 3+ years in technical customer service. Proficiency in MS Office and ERP/MRP systems is valued.

Qualifications

• Bachelor’s degree not required but preferred in related fields.
• 3+ years in technical customer service.
• Proficiency in MS Office and ERP/MRP systems.

Responsibilities

• Serve as primary contact for customer inquiries, order updates and service needs.
• Build and maintain relationships with customers and channel partners to support satisfaction and retention.
• Provide timely communication on order status, shipping timelines and logistics updates.
• Process quotes and orders accurately within defined timeframes; collaborate with finance on invoices.
• Investigate and resolve customer concerns with root-cause analysis and corrective actions.

Skills

Customer service

Communication

Multi-tasking

Technical communication

Education

High school

Tools

MS Office

MRP/ERP systems

Job description

Location: 38809 Mentor Avenue, Willoughby, OH 44094, United States

Base Pay: $26.00 - $30.00 / Hour

Employee Type: Non-Exempt

Required Degree: High school

Travel: 25%

Manage Others: No

About the Company

Process Technology is a global leader designing and manufacturing cutting edge thermal and power conversion equipment that make tomorrow’s products possible. Our company is a global sales organization with facilities based in Mentor, Mayfield and Willoughby, OH, and Flushing, NY. We are a tight-knit team that thrives on positive collaboration and open communication.

Our Values

• Growth – Think big. Make a difference. Always continue learning personally and professionally. View mistakes as opportunities to improve.
• Ownership – Own decisions, actions, and failures. Do what's right versus what’s easy. Hold yourself and others accountable.
• Drive Results – Display urgency, take action, achieve results. Challenge the status quo, take initiative, and make things happen. Focus on what matters most. Solve the biggest problems to make a difference.
• Innovation – Find a better way every day. Think differently. Imagination will take you everywhere!

About the Role

The Customer Experience Representative is an integral member of the Sales Team, serving as a key liaison between our customers and internal teams. This full-time, hourly non-exempt role is essential in ensuring that our engineered solutions are not only delivered efficiently but also aligned with each customer’s unique application requirements. The position requires a combination of responsiveness, some technical understanding, and commitment to customer satisfaction. Responsibilities include, but are not limited to:

• Serve as a primary point of contact for customer inquiries, order updates, and service needs
• Build and maintain strong relationships with customers and channel partners to support long-term satisfaction and retention
• Provide timely communication regarding order status, shipping timelines, and any logistics updates
• Coordinate proactively to ensure customer expectations are met - including adherence to lead times, shipping preferences, and payment terms
• Process and acknowledge quotes and orders accurately and within defined timeframes
• Collaborate with finance to resolve invoice discrepancies, credit issues, or billing questions
• Investigate and resolve customer concerns quickly and thoroughly, applying root cause analysis and corrective actions where needed
• Support the troubleshooting process and manage product returns, including issuing and processing RMAs
• Collect and verify critical customer information (e.g., shipping details, account data) to ensure accurate and timely delivery of the correct product for each application
• Provide up-to-date information on product availability and lead times
• Respond to requests for technical documentation, literature, or product information
• Effectively manage a high volume of incoming communication while maintaining professionalism and accuracy
• Demonstrate strong communication and interpersonal skills in all customer and team interactions
• Uphold company policies and protect sensitive information in accordance with confidentiality guidelines
• Comply with company safety standards and ISO-certified processes
• Participate in all required training sessions and team meetings
• Perform additional duties as assigned to support the business and customer needs

Requirements

• College Degree in business or related field required.
• Minimum of 3 years of customer service experience in a technical industry.
• Strong customer orientation and ability to adapt or respond to individuals with a respect for individual cultures and characters.
• Ability to work with and communication in a friendly, professional manner with all levels of the Company, customers, and visitors by telephone, email, and in person.
• Strong ability to multi-task, prioritize, and manage your time effectively.
• Proficiency in MS Office and experience with MRP/ERP systems.
• Strong decision making and analytical abilities.
• Detail oriented with high levels of accuracy.

Systems Used

• Microsoft Suite (Outlook, Word, PPT, Excel, Project)
• CSI
• UKG

General Notices

Process Technology is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identify, national origin, disability, or veteran status.

In accordance with federal law, we participate in the E-Verify program to confirm the employment eligibility of all newly hired Team Members. E-Verify is an internet-based system operated by the U.S. Department of Homeland Security (DHS) and the Social Security Administration (SSA).