Customer Experience & Resolution Specialist

Socket.dev; Arden Hills (MN); Hybrid; USD 28,000 - 39,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Trafera seeks a Customer Experience Coordinator to manage post-sale issues, including returns, repairs, warranties, and discrepancies. You will coordinate resolutions across internal and external partners, ensure timely communication, and maintain complete case documentation in the CRM.

The role supports a hybrid work arrangement with typical Monday–Friday hours, and emphasizes collaboration, customer focus, and continuous improvement of the customer experience.

Qualifications

• High school diploma or equivalent certification such as GED or HiSET.
• Experience working with repair, warranty, return, RMA, carrier-claim, or service workflows desired.
• 4+ years in a customer sales support role handling inquiries, returns, or related concerns.
• Strong analytical and problem-solving skills.
• Attention to detail and data entry with process discipline.
• Excellent written and verbal communication; professional and persuasive.
• Self-directed, punctual, and capable in a fast-paced team.
• Ability to manage multiple projects and meet deadlines.

Responsibilities

• Serve as the primary customer contact for service, repair, warranty, order, and claim inquiries, coordinating resources and ensuring timely resolution.
• Create, manage, and resolve customer cases and service tickets in the CRM with documentation and follow-up.
• Aim to resolve requests at first contact while meeting SLAs and customer expectations.
• Provide phone, email, and written support and escalate issues as needed while owning communications.
• Coordinate with internal departments, vendors, and service providers for issue resolution and warranty activities.

Skills

Nimble Learning

Collaboration

Customer Focus

Instills Trust

Action Oriented

Demonstrates Courage

Persuasion

Decision Quality

Manages Conflict

Optimizes Work Processes

Education

High School Diploma

GED/HiSET (equiv)

Tools

HubSpot CRM

Infor Syteline ERP

Channel Online

Microsoft 365

Job description

Trafera seeks a Customer Experience Coordinator to manage post-sale issues, including returns, repairs, warranties, and discrepancies. You will coordinate resolutions across internal and external partners, ensure timely communication, and maintain complete case documentation in the CRM.

The role supports a hybrid work arrangement with typical Monday–Friday hours, and emphasizes collaboration, customer focus, and continuous improvement of the customer experience.