Customer Experience Representative

Alinabal, LLC; Milford (CT); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement savings with company

Paid time off and company holidays

Life insurance and disability coverage

Job summary

Alinabal, LLC is seeking a Customer Experience Representative to promote services and manage assigned accounts. You will support field sales, coordinate order entry, and liaise with quality, engineering, and manufacturing to ensure a premium customer experience.

The role requires strong communication, CRM proficiency, and experience in manufacturing settings. Full-time on-site work with occasional travel and comprehensive benefits are provided.

Qualifications

• Proven experience in customer service with a strong “customer first” emphasis.
• BS/BA in a related field preferred.

Responsibilities

• Promote Alinabal services to new and existing assigned customers.
• Provide assistance to field sales and internal personnel.
• Handle day-to-day activities of the assigned account list and serve as liaison between customer, quality, engineering, and manufacturing departments.
• Generate quotes, coordinate order entry, and communicate order requirements to appropriate personnel.
• Expedite orders to ensure on-time product delivery for customers’ needs.
• Establish and build strong client relationships with category buyers to drive sales and resolve issues.
• Perform customer service and account maintenance duties including scorecard and portal management.
• Review orders for accuracy and coordinate order entry activity with internal and external stakeholders.
• Coordinate customer quote activity and maintain CRM database.
• Prepare and present customer quotations and proposals directly to customers or with field sales reps.
• Monitor account activity and provide sales forecasts.
• Occasional travel to customer locations may be required (+/-10%).
• Analyze customer data with leadership to optimize prospecting and sales methods.
• Manage CRM and data requirements across ERP/CRM systems.

Skills

Communication skills

MS Office

CRM experience

Team collaboration

Problem solving

Negotiation

Education

BS/BA in related field

Tools

ERP systems

CRM systems

MS Teams

Job description

Job Posting Title

Customer Experience RepresentativeJob DescriptionPosition Summary

Customer Experience Representatives help Alinabal promote company awareness, establish and build strong client relationships with an assigned account base, and provide assistance to field sales and internal personnel. The CER plays a critical role and has the primary responsibility of reviewing orders for accuracy, coordinating order entry activities, and providing necessary information to various internal departments to ensure a premium customer experience.

Responsibilities

• Promote Alinabal services to new and existing assigned customers
• Responsible for providing assistance to field sales and internal personnel
• Handle day-to-day activities of the assigned account list and serve as liaison between customer, quality, engineering, and manufacturing departments
• Generate quotes, coordinate order entry, and communicate order requirements to appropriate personnel
• Work to expedite orders to ensure product delivery on time for customers’ needs
• Establish and build strong client relationships with category buyers that allow for sales increases and rapid resolution of customer issues to ensure a positive scorecard
• Perform customer service and account maintenance duties for customers, including scorecard and portal management
• Review orders for accuracy, coordinate order entry activity, and provide necessary information to various internal departments and external customers
• Coordinate customer quote activity within the organization and maintain CRM database
• Prepare and present customer quotations and proposals directly to customers or in conjunction with field sales representatives
• Monitor account activity, analyze overall account performance, and provide sales forecasts
• Occasional travel to customer locations may be required (+/-10%)
• Work with the SVP of Sales, Marketing, and Customer Experience Manager to analyze customer data to find the most efficient prospecting and sales methods
• Manage CRM and meet all requirements for effective data management
• Manage customer data within company systems, including ERP & CRM systems

Competencies

• Curiosity, competitive, collaborative, coachable
• Knowledge of technical and mechanical aspects of products and services
• Knowledge of pricing strategies and negotiation techniques
• Proficient in MS Office, CRM, Teams
• Excellent communication skills both virtually and in person
• Excellent organizational abilities to work effectively on multiple projects in parallel
• Problem-solving aptitude and ability to think on your feet
• Knowledge of factory production and engineered solutions a plus
• Previous business and sales experience in manufacturing environment preferable

Experience/Education Required

Proven experience in customer service related field with a strong “customer first” emphasis. 5+ years of customer service with BS/BA in a related field preferred

Other Details

• Work Environment:Manufacturing floor with exposure to industrial equipment, noise, and varying temperatures
• Schedule:Full-time, Monday to Friday, 7:30 AM to 4:00 PM, with overtime required as needed
• Medical, dental, and vision insurance
• 401(k) retirement savings plan with company contributions
• Paid time off (PTO) and company holidays
• Life insurance and disability coverage