Customer Experience Representative - Full-time / Part-time

Location: Lithonia, GA (On-site)

Shift: Monday – Friday, 8:30 AM – 5:00 PM

Pay Rate: $20.00/hour

About the Role

We are seeking a dynamic and motivated Customer Experience Representative to join our team at our premier facility in Lithonia, GA. In this role, you will be responsible for delivering a world-class service experience to our clients. This is an exciting opportunity to expand your skillset, build deep customer relationships, analyze operational data, and gain exposure to a wide array of products across hundreds of industries.

This isn’t your typical customer service department. You will join an innovative, customer-focused team that sets us apart from our competitors. As the primary point of contact for several of our Key Clients, you will support inquiries regarding pricing, scheduling, and shipping, and act as the first point of escalation to resolve complex issues using cross-functional guidance.

Our clients are primarily Distributors and Original Equipment Manufacturers (OEMs). We believe that we succeed as a team, and we will provide comprehensive training to teach you our business and ensure your long-term success.

Key Responsibilities

• Account Management: Independently manage key customer accounts and utilize specialized customer portals to upload/download order information and product details.

• Inquiry Resolution: Manage incoming customer calls and emails regarding pricing, product availability, emergency order entries, backorder status, and tracking/shipping details to achieve first-call resolution.

• Data Analysis: Leverage open order reports and data analysis to proactively meet customer delivery requirements and optimize service delivery.

• Production Expediting: Initiate and expedite production requests based on customer timelines and urgent requirements.

• Technical Support: Provide customers with product information, competitive product interchanges, and suitable product substitutions.

• System Management: Use C4C CRM (or similar tools) to track customer cases and the Genesys platform to manage inbound and outbound customer interactions.

• Team Collaboration: Support the overall CX team in meeting monthly performance metrics and maintaining positive account relationships through consistent follow-up.

About You (Requirements)

• Experience: 3–5 years of relevant customer service experience, preferably in a fast-paced, industrial, manufacturing, or distribution environment.

• Communication Skills: Strong written and verbal communication skills, backed by excellent listening abilities.

• Problem-Solving & Initiative: A proactive self-starter with sharp attention to detail, decisiveness, and a drive to ensure customer success through relentless follow-up.

• Relationship Builder: Proven ability to build strong trust with customers and collaborate effectively in a team-oriented environment.

• Industry Interest: Eager to learn about complex, unique customers in the Industrial and Automotive markets.

• Technical Aptitude: Proficiency with Microsoft Office (Word, Excel) and comfort navigating database systems.

• Performance-Driven: Disciplined and supportive of guidelines, policies, and metrics established to help the CX team succeed.

Compensation / Pay Rate (Up to): $20.00 - $20.00