Customer Experience Representative II

Rheem Manufacturing Company; Fort Smith (AR); On-site; USD 45,000 - 65,000; Full time

Job summary

Rheem Manufacturing Company in Fort Smith, AR, is seeking a Customer Experience Representative II to manage complex customer interactions, mentor junior staff, and drive improvements in customer experience processes. The role supports Rheem North America and collaborates with Sales, Production, Logistics, and Engineering to ensure seamless order fulfillment.

The ideal candidate has 3+ years in customer service, strong leadership, and proficiency with CRM/ERP systems such as Salesforce or SAP.

Qualifications

• 3+ years of experience in customer service, preferably in a manufacturing or technical environment.
• Strong leadership and mentoring skills with a collaborative team-oriented approach.
• Excellent communication skills—both written and verbal, with a high level of attention to detail and accuracy.
• Advanced proficiency in Microsoft Office Suite and experience with CRM/ERP systems (e.g., Salesforce, SAP).
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Ability to work independently and manage time effectively in a dynamic environment.
• Demonstrated commitment to continuous improvement and customer satisfaction.

Responsibilities

• Serve as a primary point of contact for customer accounts, providing support via phone, email, and other communication channels.
• Resolve customer issues with professionalism and urgency, ensuring a positive outcome and long-term customer satisfaction.
• Act as a liaison between customers and internal departments - including Sales, Production, Logistics, and Engineering - to ensure seamless order fulfillment and issue resolution.
• Provide mentorship and training to Customer Experience Representatives I and II, sharing best practices and supporting team development.
• Analyze customer feedback and service trends to identify opportunities for process improvements and enhanced service delivery.
• Manage and prioritize multiple tasks and projects in a fast-paced environment, adapting quickly to changing business needs.
• Maintain accurate records of customer interactions, transactions, and feedback using CRM and ERP systems.
• Collaborate with cross-functional teams to support product launches, promotions, and service initiatives.
• Lead or participate in special projects aimed at improving the overall customer experience.
• Perform other duties as assigned.

Skills

Customer service

Leadership

Communication

CRM/ERP systems

Microsoft Office

Data analysis

Time management

Education

High School Diploma or equivalent

Associate or Bachelor’s degree preferred

Tools

Salesforce

SAP

Job description

The Customer Experience Representative II plays a critical role in delivering exceptional service and support to our customers and sales teams. This senior-level position is responsible for managing complex customer interactions, resolving escalated issues, mentoring junior team members, and driving continuous improvement in customer experience processes. The ideal candidate will bring a proactive mindset, deep product knowledge, and a passion for delivering outstanding service.

This position will support Rheem North America, located in Fort Smith, AR.

Responsibilities

• Serve as a primary point of contact for customer accounts, providing support via phone, email, and other communication channels.
• Resolve customer issues with professionalism and urgency, ensuring a positive outcome and long-term customer satisfaction.
• Act as a liaison between customers and internal departments - including Sales, Production, Logistics, and Engineering - to ensure seamless order fulfillment and issue resolution.
• Provide mentorship and training to Customer Experience Representatives I and II, sharing best practices and supporting team development.
• Analyze customer feedback and service trends to identify opportunities for process improvements and enhanced service delivery.
• Manage and prioritize multiple tasks and projects in a fast-paced environment, adapting quickly to changing business needs.
• Maintain accurate records of customer interactions, transactions, and feedback using CRM and ERP systems.
• Collaborate with cross-functional teams to support product launches, promotions, and service initiatives.
• Lead or participate in special projects aimed at improving the overall customer experience.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent (Associate or Bachelor’s degree preferred).
• 3+ years of experience in customer service, preferably in a manufacturing or technical environment.
• Proven ability to handle complex customer issues and deliver effective solutions.
• Strong leadership and mentoring skills with a collaborative team-oriented approach.
• Excellent communication skills—both written and verbal, with a high level of attention to detail and accuracy.
• Advanced proficiency in Microsoft Office Suite and experience with CRM/ERP systems (e.g., Salesforce, SAP).
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Ability to work independently and manage time effectively in a dynamic environment.
• Demonstrated commitment to continuous improvement and customer satisfaction.

As a Leader At Rheem, How You Achieve Results Is As Important As The Results You Achieve. While LEADING SELF, You Will Be Expected To Demonstrate The Following Competencies And Behaviors

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.