Customer Experience Specialist - Grow Revenue + Benefits

Travers Tool Co.; Duncan (SC); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

PTO & Sick Time

Paid Holidays

Health Insurance

Life & Disability Insurance

FSA

401(k) & Roth IRA

Employee Assistance Program

Job summary

Travers Tool Co. in Duncan, SC is seeking a Customer Experience Specialist to provide solution-based support across sales channels. The role emphasizes timely quotes, orders, and account updates while cultivating customer value and revenue protection.

You will collaborate with Sales, Credit, Warehouse, Marketing, and Product Management to deliver a cohesive experience, de-escalate issues, and identify cross-sell opportunities.

Qualifications

• Provide support to Telesales, Field Sales, Web, Marketplace, and unassigned customers across inbound calls, email tickets, chat, web, and marketplace requests.
• Accurately and timely process quotes, orders, and customer-service opportunities according to standard operating procedures.
• Identify customer needs, clarify information, research issues, and provide appropriate solutions.
• Work with vendors for quotes, product information, availability, and tracking updates; work with carriers for tracking, freight claims, and pickups.
• Review customer accounts and provide accurate billing, shipping, order, and account updates.
• De-escalate dissatisfied-customer situations with patience, ownership, and solution-based support.
• Work cross-functionally with Sales, Credit, Warehouse, Marketing, Procurement, Product Management, and other teams to resolve issues and deliver a cohesive customer experience.
• Follow established communication procedures, policies, and service standards; support team needs and help less-experienced teammates when appropriate.
• Use approved EDGE discovery, closing, and quote-email language during applicable customer interactions.
• Look beyond the immediate request to identify additional ways to help the customer and strengthen the relationship.
• Spot cross-sell, package quantity, competitor-quote, repeat-business, and share-of-wallet opportunities and document the next action.
• Follow up on open quotes and orders from prior working days when customer action or internal follow-through is needed.
• Make appropriate outbound contacts for first-time-customer repeat business and other management-approved engagement campaigns.

Responsibilities

• Provide support to Telesales, Field Sales, Web, Marketplace, and unassigned customers across inbound calls, email tickets, chat, web, and marketplace requests.
• Accurately and timely process quotes, orders, and customer-service opportunities according to standard operating procedures.
• Identify customer needs, clarify information, research issues, and provide appropriate solutions.
• Work with vendors for quotes, product information, availability, and tracking updates; work with carriers for tracking, freight claims, and pickups.
• Review customer accounts and provide accurate billing, shipping, order, and account updates.

Job description

Travers Tool Co. in Duncan, SC is seeking a Customer Experience Specialist to provide solution-based support across sales channels. The role emphasizes timely quotes, orders, and account updates while cultivating customer value and revenue protection.

You will collaborate with Sales, Credit, Warehouse, Marketing, and Product Management to deliver a cohesive experience, de-escalate issues, and identify cross-sell opportunities.