Technical Customer Experience Specialist

Process Technology; Willoughby (OH); On-site; USD 20,664 - 30,307; Full time

Job summary

Process Technology is seeking a Customer Experience Representative in Willoughby, OH. This full‑time, hourly role supports the Sales Team by serving as the primary liaison between customers and internal teams, ensuring engineered solutions meet application requirements and customer expectations.

The role requires a college degree, 3+ years in customer service within a technical industry, and strong communication, multitasking, and problem‑solving skills.

Qualifications

• College Degree in business or related field required.
• Minimum of 3 years of customer service experience in a technical industry.
• Strong customer orientation and ability to adapt or respond to individuals with respect for individual cultures and characters.
• Ability to work with and communication in a friendly, professional manner with all levels of the Company, customers, and visitors by telephone, email, and in person.
• Strong ability to multi‑task, prioritize, and manage your time effectively.
• Proficiency in MS Office and experience with MRP/ERP systems.
• Strong decision making and analytical abilities.
• Detail oriented with high levels of accuracy.

Responsibilities

• Serve as a primary point of contact for customer inquiries, order updates, and service needs.
• Build and maintain strong relationships with customers and channel partners to support long‑term satisfaction and retention.
• Provide timely communication regarding order status, shipping timelines, and any logistics updates.
• Coordinate proactively to ensure customer expectations are met – including adherence to lead times, shipping preferences, and payment terms.
• Process and acknowledge quotes and orders accurately and within defined timeframes.
• Collaborate with finance to resolve invoice discrepancies, credit issues, or billing questions.
• Investigate and resolve customer concerns quickly and thoroughly, applying root‑cause analysis and corrective actions where needed.
• Support the troubleshooting process and manage product returns, including issuing and processing RMAs.
• Collect and verify critical customer information (e.g., shipping details, account data) to ensure accurate and timely delivery of the correct product for each application.
• Provide up‑to‑date information on product availability and lead times.
• Respond to requests for technical documentation, literature, or product information.
• Effectively manage a high volume of incoming communication while maintaining professionalism and accuracy.
• Demonstrate strong communication and interpersonal skills in all customer and team interactions.
• Uphold company policies and protect sensitive information in accordance with confidentiality guidelines.
• Comply with company safety standards and ISO‑certified processes.
• Participate in all required training sessions and team meetings.
• Perform additional duties as assigned to support the business and customer needs

Skills

Customer service

Communication

Multitasking

Time management

Analytical thinking

Education

Bachelor's degree in business or related field

Tools

MS Office

MRP/ERP systems

Job description

Process Technology is seeking a Customer Experience Representative in Willoughby, OH. This full‑time, hourly role supports the Sales Team by serving as the primary liaison between customers and internal teams, ensuring engineered solutions meet application requirements and customer expectations.

The role requires a college degree, 3+ years in customer service within a technical industry, and strong communication, multitasking, and problem‑solving skills.