Customer Experience Specialist — Orders & Solutions

Addison Group; Portland (TN); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k)

Collaborative team environment

Sales skill development opportunities

Growth potential within the company

Job summary

Addison Group is seeking a Customer Experience Representative in Portland, TN to be a key contact for customers through order and fulfillment. You will assist with questions, quotes, shipping updates, and account needs while coordinating with internal teams to ensure a positive customer experience.

The role involves processing orders, providing pricing and timelines, and building strong customer relationships.

Qualifications

• Strong verbal and written communication skills with excellent listening and follow-through abilities.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Strong problem-solving, research, and analytical capabilities.
• Proficiency with Microsoft Office and general computer applications.
• Experience working with an MRP, ERP, or similar business management system is a plus.
• Associate degree or equivalent relevant experience preferred.

Responsibilities

• Serve as a primary contact for customers by handling questions, requests, and account-related needs through phone and email.
• Enter, review, and track customer orders and related documentation to ensure accuracy and timely processing.
• Prepare pricing and product quotations based on customer requirements and recommend appropriate solutions.
• Provide customers with product pricing, availability, estimated shipping timelines, and order status updates.
• Partner with warehouse, production, shipping, and other internal teams to resolve delivery issues and help expedite time-sensitive orders.
• Develop and maintain strong relationships with customers and external sales partners through consistent communication and follow-up.
• Investigate customer concerns and coordinate appropriate resolutions, including credits, returns, adjustments, or other corrective actions.
• Follow up on open issues and orders to ensure customer expectations are met and concerns are resolved promptly.
• Conduct outbound calls and email outreach to prospective customers to identify potential sales opportunities.
• Maintain regular communication with existing and prospective customers to support retention and business development efforts.
• Build knowledge of the organization's product offerings in order to confidently answer questions and make recommendations.
• Work collaboratively with team members to meet department goals and provide support where needed.
• Follow established workplace safety procedures and assist with additional responsibilities as assigned.

Skills

Communication skills

Order management

MS Office

Team collaboration

Problem solving

Organization

ERP/MRP experience

Attention to detail

Education

Associate degree or equivalent relevant experience

Tools

MRP/ERP experience

Job description

Addison Group is seeking a Customer Experience Representative in Portland, TN to be a key contact for customers through order and fulfillment. You will assist with questions, quotes, shipping updates, and account needs while coordinating with internal teams to ensure a positive customer experience.

The role involves processing orders, providing pricing and timelines, and building strong customer relationships.