Customer Experience Representative (Onsite)

Placon Corporation; Madison (WI); On-site; USD 40,000 - 55,000; Full time

Job summary

Placon-Corporation in Madison, WI is seeking a Customer Experience Representative responsible for assisting customers with product inquiries and ensuring excellent service. You'll collaborate with Sales and internal stakeholders to manage orders and resolve issues efficiently.

The ideal candidate has at least one year of business-to-business customer service experience, proficiency in Microsoft Excel, and excellent communication skills. Bilingual candidates are preferred. Join us and contribute to enhancing our customer relationships and operational performance.

Qualifications

• A minimum of one year experience in business-to-business customer service.
• Experience with direct customer contact and order processing.
• Ability to learn ERP systems and processes.

Responsibilities

• Assist stock customers with product inquiries and resolve issues.
• Utilize Excel to manage customer forecasts and generate reports.
• Promptly enter orders into the ERP system.

Skills

Communication skills

Customer service experience

Attention to detail

Microsoft Excel

Bilingual (English/Spanish)

Education

Minimum one year post-secondary coursework

High school education

Tools

Oracle

MS Office

Job description

Your mission:

As a Customer Experience Representative, you'll assist our stock customers with product inquiries, provide exceptional customer service, and resolve any issues that arise. Collaborate with the Sales Team, internal stakeholders, and customers to ensure a seamless experience.

Key Responsibilities:

Support Sales Managers/Account Managers:

• Be an advocate for Sales, providing customer‑centric support and being the single point of contact.
• Process phone calls and email requests/orders, offering assistance with product sizing, samples, and other information.

Customer Service:

• Utilize Excel to manage customer forecasts and generate reports.
• Elevate customer concerns and coordinate solutions with cross‑functional resources.
• Handle customer orders, returns, and refunds, ensuring clear order visibility and on‑time deliveries.

Collaboration and Improvement:

• Work with internal stakeholders to ensure customer satisfaction and timely issue resolution.
• Identify opportunities to improve the customer experience and make recommendations.
• Support KPIs such as OTIF >96%, EDI/Portal orders >95%, and keeping past‑due orders <$100K.

Order Entry:

• Promptly enter orders into the ERP system with precision.
• Work with the Scheduler to ensure accurate product availability and update customers.
• Resolve discrepancies with Accounting and Sales related to pricing, shipping, and quality.
• Adhere to quality and safety policies, work instructions, and procedures.

Minimum Qualifications:

• A minimum of one year post‑secondary specialized coursework and one year of business‑to‑business customer service experience; or high school education.

Desired Skills:

• Excellent phone, communication and listening skills.
• Direct customer contact & order processing experience. Business‑to‑business experience preferred.
• Attention to detail and ability to work effectively with others and manage multiple priorities.
• Microsoft Outlook, Word, Excel (intermediate user preferred). Ability to learn ERP system and processes.
• Strong ability to build and maintain rapport with internal and external customers.
• Bi‑lingual – English/Spanish skills preferred.
• Two to three years of business‑to‑business customer service experience. Working toward a business‑related certified/degree program preferred.

Position Requirements:

Work Environment Conditions:

• Inside (office)
• Equipment/Tools Used: Computer, fax, phone, copy machine, Oracle, MS Office software

Physical Requirements:

• Normal Office

Mental Requirements:

• Reading, Writing, Calculating
• Interpersonal Skills
• Reasoning/Analysis
• Works with Minimal Supervision
• Ability to manage multiple projects and priorities

Placon is committed to equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender, gender identity, or expression, marital status, age, national origin, disability, veteran status, genetic information, or other protected characteristics.